Job Description

Summary #LI-Hybrid
Location : Selangor, Malaysia
The purpose of this role is to serve as the first point of contact for employees, managers, and P&O community to create a positive customer experience through problem understanding and resolution, communicating promptly with progress updates and engaging customers with a courteous and professional attitude.
As part of the P&O services team this role executes administrative tasks and supports processes as per the Novartis Service Catalogue.

Major accountabilities:

• Provide rapid, high quality and validated response/support to all Peope & Organization (P&O) Services aspects (e.g., inquiries, services, processes, continuous improvement) and follow up inquiries on problems and requests from customers/users.
• Take ownership for queries and be responsible for case opening and closing (end to end) and provide the first and final point of contact for the customer.
• Maintain Organization Management/Personnel Administration HR data changes or actions effective on action/change in SAP HR / Workday system.
• Perform mass changes in Personnel Administration (PA) and Organizational Management (OM) HR data using predefined templates.
• Escalates requests that cannot be resolved directly to the appropriate escalation point of contact (i.e.vendor / H2R Manager / Senior Manager)
• Guide and become the second reference point for Hire-to-Retire Specialists/Experts for P&O processes and SAP/WD related queries.
• Contribute articles, maintain and sustain Knowledge Base for countries in scope.
• Conduct Quality Assurance (QA) audits and make recommendations for improvements in processes and training.
• Ensure compliance in accordance with Data Privacy and Protection guidelines and other relevant legislation.
• Perform document management tasks related in China Operations
• Assist in tracking service requests and troubleshoots - support the analysis of error messages and questions.
• Perform administrative tasks to facilitate the delivery and presentation of key data to supervisors.
• Provides support for the transformation initiatives.

Minimum Requirements:

• Bachelor/master's degree in HR/Business or related field is preferred.
• Able to communicate fluently in English & Mandarin spoken and written for the country's operational needs.
• At least 4 years' experience in HR Services (or similar customer service organizations) preferably in larger organizations
• Experience in systems like SAP HR Core, Workday, ServiceNow
• Proficiency in using systems in Microsoft Office

Commitment to Diversity and Inclusion / EEO
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Skills Desired Curiosity, Data Privacy, Employee Experience, HRIS (Human Resource Management System), Hr Operations (Hr Ops), HR Service Delivery, Human Resource Management, Human Resource Management System, Human Resources (HR), Identity Access Management (IAM), Onboarding, Payroll, Sdm

Skills Required