Job Title: Engagement Services Specialist
Location: Hyderabad
Company: Novartis Healthcare Private Limited
Division: People & Organization
Business Unit: Universal Hierarchy Node
Job Type: Full Time
Employment Type: Regular
Shift Work: No
Job Summary: The Engagement Services Specialist will act as the first point of contact for employees, managers, and the People & Organization (P&O) community regarding P&O-related topics. The role aims to foster a positive customer experience by using a problem-solving approach and maintaining frequent, courteous, and empathetic communication. The position supports customer queries and processes aligned with the Novartis Service Catalogue and focuses on continuous improvement, knowledge management, and customer education.
Roles & Responsibilities:
Provide administrative support to implement processes and standards for P&O Services.
Attend and resolve standard service requests and escalate complex problems when necessary.
Perform user administration tasks such as access management.
Assist in tracking service requests, troubleshooting issues, and supporting error analysis.
Perform administrative tasks related to data presentation and reporting.
Prepare evaluation reports on services and processes.
Provide assistance to P&O Services projects at the country or BU level.
Report technical complaints/adverse events/special case scenarios related to Novartis products within 24 hours.
Support distribution of marketing samples where applicable.
Minimum Requirements:
Bachelor’s degree in HR, Business Administration, or related field.
Minimum 1 year of experience in HR Services, Payroll processes, or similar service-oriented organizations.
Proficiency in English (spoken and written); knowledge of an additional regional language is a plus.
Experience with SAP, Workday, SuccessFactors, or other Workforce Systems.
Experience with ticketing management systems.
Desired Skills:
Proficiency in Microsoft Office; advanced Excel skills are an advantage.
Experience working in virtual/remote teams is a plus.
Benefits and Rewards:
Access to industry-leading benefits supporting personal and professional growth.
Resources to thrive through various career development programs.
Detailed benefits information available at: Novartis Benefits & Rewards.
Additional Information:
Novartis is committed to providing reasonable accommodations to individuals with disabilities during the recruitment process and throughout employment.
Commitment to fostering an inclusive, diverse workplace aligned with patient and community representation.
For more details, visit: Novartis Careers
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