Engagement Services Expert

1 week ago

Hyderabad Telangana, India Novartis Full time

**Summary**:
Location: Hyderabad #LI Hybrid

About the role:
The purpose of this role is to serve as the first point of contact for employees, managers and P&O community in regards to P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous and empathetic communication.

As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue.

This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management and customer education.

**About the Role**:
**Your responsibilities include, but not limited to**:

- Provide rapid, high quality and accurate response/support to all PO related queries.
- Take ownership for queries and be responsible for case opening and closing (end to end), serve as the first and final point of contact for the customer.
- Guide and act as a consulting partner for PO processes and systems related queries.
- Contribute to enhancement of work instructions based on QA findings and process modifications.
- Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
- Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
- Engage in regular monthly project activities.
- Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
- Provide support for transformation and technology initiatives. Partner with PO at location or country level as applicable.
- Meet shift requirements defined by the supporting country. Support the training of new colleagues.

**Minimum** requirements**:

- Bachelor’s degree in HR/Business Administration or related field
- Minimum 2 years’ experience in HR Services/Payroll processes (or similar service providing organizations)
- Proficiency in English, spoken and written. Fluency in an additional regional language is a plus
- 1+ years’ experience with SAP, WorkDay, Success Factors or other Workforce Systems
- Experience with ticketing management systems

**Desired Skill**:

- Proficiency in use of Microsoft Office; advanced Excel skills is an advantage
- Work experience in virtual/remote teams is a plus
- 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

Division

People & Organization

Business Unit

CTS

Location

India

Site

Hyderabad (Office)

Company / Legal Entity

IN10 (FCRS = IN010) Novartis Healthcare Private Limited

Functional Area

Human Resources

Job Type

Full time

Employment Type

Regular

Shift Work

No

**Accessibility and accommodation**:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

  • Ads Expert

    2 weeks ago

    Hyderabad, Telangana, India Pranathi software services pvt.ltd Full time

    **Greetings From Pranathi Software Services Pvt Ltd!!!** **We have vacancies for Ads Expert position in our organziation.** **Designation: Ads Expert** **Experience: 3+ years** **Location: Begumpet, Hyderabad(WFO)** **Timings: 8.30PM to 5.30AM(US Shift)** **Requirements**: 1. Bachelor's degree in Marketing, Advertising, Business, or related field. 3....

  • Solution Architect- Customer Engagement

    2 weeks ago

    Hyderabad, Telangana, India Apple Full time

    Imagine what you can do here at Apple! Apple is a place where extraordinary people gather to do their best work. We believe hard work, creativity, and innovation fuel the ultimate customer experience. Each customer engagement is an opportunity to delight, engage, and inspire - and by focusing on the smallest details, we can make a big impact on our...

  • Subject Matter Expert

    1 week ago

    Hyderabad, Telangana, India IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • SEO Expert

    4 days ago

    Khairatabad, Hyderabad, Telangana, India Div International Technology Services PVT LTD Full time

    Meta Ads Expert - Job Description **Position**: Meta Ads Expert **Location**: Hyderabad, Telangana (In-office) **Employment Type**: Full-Time Key Responsibilities - **Campaign Strategy & Execution**: Design, launch, and manage high-performing Meta (Facebook/Instagram) ad campaigns aligned with business objectives. - **Performance Optimization**: Utilize A/B...

  • ▷ Urgent! Specialist, Cs, Customer Engagement, In

    3 weeks ago

    Hyderabad, Telangana, India West Pharmaceutical Services Full time

    At West we re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century Our story began when Herman O West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2 Through our work to deliver thousands of life-saving and...

  • Cloud Security Expert

    2 weeks ago

    Hyderabad, Telangana, India ALIQAN SERVICES PRIVATE LIMITED Full time

    **Job Title: Cloud Security Expert** **Experience: 7-10 years | 7+ Years (Relevant).** **Location: Hyderabad (Hybrid)Shift: General** **Job Type: 6 months contract + ext** **Need Immediate joiners only** Good Communication is a must. **Responsibilities** - Develop and Maintain AWS Cloud Services in accordance with Security and Standards. - Write...

  • F&b Service Expert Room Service Order Taker

    2 days ago

    Hyderabad, Telangana, India Marriott International, Inc Full time

    **Additional Information** **Job Number**25166756 **Job Category**Food and Beverage & Culinary **Location**Fairfield by Marriott Hyderabad Gachibowli, Road No 2 Financial District, Hyderabad, Telangana, India, 500032 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management ** - F&B and Event Service Expert** Our jobs aren’t just...

  • F&b and Event Service Expert

    6 days ago

    Hyderabad, Telangana, India Marriott International, Inc Full time

    **Additional Information** **Job Number**25007950 **Job Category**Food and Beverage & Culinary **Location**Fairfield by Marriott Hyderabad Gachibowli, Road No 2, Financial District, Hyderabad, Telangana, India, 500032 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management Our jobs aren’t just about putting food on the table or...

  • Visa Officer

    6 days ago

    Somajiguda, Hyderabad, Telangana, India IRISH EXPERT LLP Full time

    who are interested in documentation and internal foreign recruitment. Irish Expert simplifies global immigration with personalized services, specializing in visas, work permits, residency, and citizenship. We cater to individuals and businesses, offering tailored guidance to ensure a smooth immigration experience with expert, friendly support. Pay:...

  • F&b and Event Service Expert

    6 days ago

    Hyderabad, Telangana, India Marriott International, Inc Full time

    **Additional Information** **Job Number**25007950 **Job Category**Food and Beverage & Culinary **Location**Fairfield by Marriott Hyderabad Gachibowli, Road No 2, Financial District, Hyderabad, Telangana, India, 500032 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management Our jobs aren’t just about putting food on the table or...