Your responsibilities include, but not limited to:
a. Represent PS&S on Country P&O Board and Hyderabad Novartis Corporate Center (NOCC) Leadership Team
b. Develop and implement strategic plans to achieve PS&S global strategy goals in rele-vant countries while promoting standards of work and service delivery
c. Provide direction and guidance across departments and teams enabling One P&O mindset
d. Foster a positive and productive work environment
e. Contribute to country P&O talent discussions (e.g. identify training needs, encourage lateral moves etc)
f. NOCC PS&S representation during strategic visits
a. Promote efficiency and effectiveness through PS&S operational policies and proce-dures
b. Create space for collaboration across all PS&S workstreams
c. Ensure service quality control and alignment with local requirements
d. Monitor and analyze key performance indicators to identify PS&S areas for improve-ment and facilitate improvements where needed
e. Ensure efficient use of PS&S resources and manage intake of requests for additional support on top of service catalogue
a. Identify and develop strategies to enhance customer satisfaction
b. Address escalations and resolve issues related to service quality and integration
c. Maintain strong relationships with key clients and stakeholders
d. Support implementation of case deflection strategies to streamline customer support
e. Understand customer needs to identify opportunities for new products or services
a. Communicate with country stakeholders, including employees, managers, P&O and Country Leadership Team
b. Provide regular reports on PS&S performance and progress towards P&O goals
c. Conduct meetings and presentations to share information and discuss business strat-egies (country as well as PS&S focused)
d. Foster effective internal communication and collaboration among departments and teams
e. Manage change management processes and address new requirements from the business, as well as PS&S
a. Identify opportunities and assess risks impacting PS&S organization (e.g. data and in-tegration issues) in collaboration with PS&S compliance
b. Support or own risk mitigation strategies and procedures partnering with relevant P&S teams (depending on topic)
c. Monitor and address any ethical or legal issues, including legal requests, in collabora-tion with relevant parties
d. Identify needs for process improvement and facilitate appropriate action to address them
e. Act as country contact for audits, liaise with the right parties to ensure relevant workstreams/functions are included
Minimum requirements :
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