Job Description

About the role

Location: Malaysia

• About this role: The purpose of this role is to provide key insights into their Regional and Customer\'s needs, and play a key role in designing and implementing standardized Service Delivery models that meet the region/customers\' needs and provide global model/tools (best practices) for other regions. Responsible for Service Delivery excellence, project enabler and continuous improvement for all internal Novartis associates and 3rd party suppliers within the multiple country/ language in JAPMA region.

Ensuring a cross-country alignment of service delivery standards, performance and measures/ critical metrics within the Region and across globally.

Key Responsibilities:

• Proactive management of Regional (multiple countries and languages) Service Delivery to Novartis Associates and 3rd party suppliers. Primary ownership of all Service Delivery critical metrics (inquiry cycle time, open and aging tickets, TAT, customer satisfaction - smiley faces, action plan.).
• Key member of the global S2P Service Delivery Management and Governance team. Actively participate and collaborate with all global NOCCs SD roles to categorize and prioritize global customer feedback, challenges and opportunities. Drive the design, implementation and stabilization of all SD solutions (RPA, AI, Etc.) and models. Ensuring all solutions and mitigations are globally standardized and demonstrated at all global NOCCs SD functions.
• Ensures a consistent methodology and data collection within our team to produce necessary dashboards that allows visibility of the efficiency/effectiveness of the process and operations. This includes monitoring the Global/Regional dashboards that show its performance.
• Own regional Customer Satisfaction plan, pro-actively ensuring customer engagement forums feedback and data to highlight key trends and opportunities to identify early end-to-end S2P process/system enhancements and mitigations to improve Customer satisfaction/ User experience.
• Pro-actively monitor regional operational SD critical metrics (TAT, Dropped Calls, Aging tickets, Aged Open items, etc.) and engage both S2P Hub and 3rd Party providers in resolving and continuously improving SD performance.
• Comprehensive change management and engagement plans for projects/ initiatives - from idea to implementation and return on investment.
• Drives cross-divisional P2P process harmonization in the region, ensuring all global process tools are implemented and fully applied.
• Ensuring all processes, policies and procedures are clearly defined, fully documented, in line with Novartis standards (P2P Global Process Design) as well as regularly benchmarked against best practices.
• Ensure a strong control environment, including follow up on potential audit observation and agreed recommendations.

Role Requirements

Essential Requirements:

• University level degree or equivalent experience in Accounting/ Business Administration/ Economics/Finance or Chartered Accountant is a must.
• Certified PMP/Lean Six Sigma is preferable.
• Proficient in English both written and spoken, excellent communication skills. Proficient in other languages such as Japanese/Chinese will be an advantage.
• At least 10-12 years of total proven experience with Finance and in depth S2P/P2P functional & process expertise
• Previous experience in managing change and communications
• Proven record of successfully managing projects driving performance/ operations excellence (e.g. ERP implementation)
• Excellent people skills, leadership exposure
• Digitalization and innovation enabler
• Demonstrated ability to work effectively in a multi-national, matrix organization

Why Novartis:
Our purpose is to reimagine medicine to improve and extend people\'s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us!
Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You\'ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:
https://talentnetwork.novartis.com/network

Functional Area

Audit & Finance

Division

Finance

Business Unit

Global Finance

Employment Type

Regular

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Shift Work

No

Early Talent

No

Novartis