Job
Description
The role is accountable for stakeholder management within the respective country/cluster and focuses on sustainable and continuous relationship building. It involves efficient collaboration with Service Delivery Leads to ensure the delivery of agreed-upon services and adherence to high-quality standards. Additionally, the Head PSS represents People Services to the PO Communities and business, ensuring smooth cross-domain collaboration while following the strategy of One Novartis. Job Description Your responsibilities include, but not limited to: Overall Management and Leadership a. Represent PSS on Country PO Board and Hyderabad Novartis Corporate Center (NOCC) Leadership Team b. Develop and implement strategic plans to achieve PSS 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 PO mindset d. Foster a positive and productive work environment e. Contribute to country PO talent discussions (e.g. identify training needs, encourage lateral moves etc) f. NOCC PSS representation during strategic visits Service Delivery Oversight/Representation a. Promote efficiency and effectiveness through PSS operational policies and proce-dures b. Create space for collaboration across all PSS workstreams c. Ensure service quality control and alignment with local requirements d. Monitor and analyze key performance indicators to identify PSS areas for improve-ment and facilitate improvements where needed e. Ensure efficient use of PSS resources and manage intake of requests for additional support on top of service catalogue Customer Relations 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 Communication and Change Management a. Communicate with country stakeholders, including employees, managers, PO and Country Leadership Team b. Provide regular reports on PSS performance and progress towards PO goals c. Conduct meetings and presentations to share information and discuss business strat-egies (country as well as PSS 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 PSS Risk Management a. Identify opportunities and assess risks impacting PSS organization (e.g. data and in-tegration issues) in collaboration with PSS compliance b. Support or own risk mitigation strategies and procedures partnering with relevant PS 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 : 15+ years of experience in relevant field, HR preferred Work experience in international environment/team/global company and experience in SSC environment is a must. Work experience in virtual/remote teams Highly organized, structured and efficient working style; ability to manage a high workload with conflicting priorities in a challenging environment Excellent clear communication to stakeholders in business and senior leaders, including written and verbal form and presentations to steering committees People Leadership across a matrixed cross-functional environment Ability to manage competing priorities ensuring business outcomes Skills Desired Business Leadership, Business Mindset, Change Management, Consulting, Global Experience, Global Leadership, global perspective, Human Resources (HR) Technology, Influencing Skills, Leadership, leading skills, organizational agility, Organizational Savvy, Organization Change, Stakeholder Engagement, Strategic Leadership, Strategic Thinking, Structured Thinking, Team Leadership, Team Management, virtual team management
