About the Role

　　Location: Shanghai

　　About the role:

　　The purpose of this role is to lead, coach and motivate a team of P&O Ops associates utilizing team and individual performance measures ensuring consistent fulfillment and high customer satisfaction.

　　Manage operational tasks and activities aligned with global P&O strategy, principles, and guidelines to a dedicated client group, supporting the implementation of processes / services /continuous improvement in scope. Ensure quality checks and compliance/audits are managed within acceptable error guidelines and create plans to course correct when required.

　　Manage workload by hiring & allocating team resources in line with peak periods, vacation, etc. (capacity planning). Monitor the weekly/monthly performance of the team to achieve agreed SLAs. Manage employee performance and development through regular team meetings, 1-1's and documented development plans for everyone.

　　Key Responsibilities:

　　• Ensure the operational conversion of the P&O Services and P&O strategic goals within a dedicated client group. Lead, coach and motivate and develop the team utilizing team and individual performance results. Monitor the overall performance (daily/weekly/monthly) of the team to achieve SLAs

　　• Provide feedback and coaching on quality and compliance areas to ensure a high level of customer satisfaction and data quality. Manage good practice of query and request channels. Investigate and resolve queries from customers and stakeholders ensuring appropriate and timely communication to all parties - 1st level escalation.

　　• Consistent monitoring of the telephony, ServiceNow Hire to Retire team. Manage workload by allocating team resources in line with peak periods, vacation, etc. (capacity planning). Drive, coordinate and support processes and standards for all P&O Services aspects (e.g., services, processes, continuous improvement) in close cooperation with other functional teams/domains.

　　• Contract and set expectations with Unit HR / others as relevant on what services P&O Services will provide and ensure that roles and responsibilities for processes end-to-end are clearly defined and understood.

　　• Ensure that the team is properly trained, and all mandatory trainings are completed. Manage Knowledge Base for countries in scope. Ensure compliance in line with Data Privacy and Protection guidelines and other relevant legislation. Deliver and present key data to supervisor and provide advice and support in data analysis and evaluation

　　• Ensure Knowledge Retention related activities are driven and well monitored for countries in scope. Maintain mutual respect and credibility relationship with Country P&O, Novartis associates and other strategic stakeholders. Review all operation deliverables, ensuring deliverables by team members meet quality standard and enforce necessary control checks

　　• Collaborate with P&O Services partner teams to drive excellent end-to-end service experience for our customers. Manage the delivery of services and processes to customers/users and conduct assessments of processes to identify areas of improvement and define solutions that deliver business value. Support periodic cost and efficiency analyses to support productivity. Support / participate in budget planning discussions, SLA process. Participate in, or lead P&O Services Projects at country or BU level. Provide support for country transitions & new processes and tool.

　　• Manage and optimize Hire to Retire China to ensure ownership and accountability in operational deliverables that meets the standards in China for the following areas - Contract Management on contract renewals, contract change (between legal entities), contract change (within legal entities), SOP updates, data verification and reports; Personal File Management on p-file collection and borrow processing, off-site archive, work instructions and inquiries from Novartis associates, Line Manager or Business Partners; Data Analysis related on monthly/quarterly dashboards and ad-hoc reporting; Benefits Operations on Flexi Benefits management, SPARK Awards and Relocation; Process Monitoring in areas of company probation, MR registration, Leave Management and E-Approval; P&O Certification management on separation letters, Letter Proving Employment, and other certifications.

　　• Perform other tasks as assigned by Line Manager

　　Diversity & Inclusion / EEO

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

　　Role Requirements

　　Essential Requirements:

　　• Diploma/Bachelor/master's degree in HR/Accounting/Business or related field is preferred

　　• Minimum 3 years' leadership experience, informal or direct management; Minimum 5 years' experience in P&O Services (or similar service providing organizations)

　　• Experience with SAP, Workday or Success Factors Work experience in virtual/remote teams preferred

　　• Project Management Experience

　　• Proficiency in use of Microsoft Office; advanced Excel skills;

　　• Excellent spoken and written English and Mandarin; Fluency in an additional regional language is an added advantage

　　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

　　Accessibility and Accommodation:

　　Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

　　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. You can follow us via Novartis Group Recruitment WeChat Official Account and Novartis Group WeChat Video Account.

　　Division

　　People & Organization

　　Business Unit

　　P&O People Services and Technology

　　Location

　　China

　　Site

　　Shanghai

　　Company / Legal Entity

　　CNIBR Co. Ltd.

　　Functional Area

　　Human Resources

　　Job Type

　　Full Time

　　Employment Type

　　Regular

　　Shift Work

　　No