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Global HR Svc Delivery & Quality Lead

Novartis Healthcare Pvt. Ltd.

7 – 9 yrs Hyderabad / Secunderabad

Job Description:

The purpose of this role is to design, lead and regularly review the Global HR Services Delivery strategy, including service delivery model, channel strategy, KPIs and SLAs to ensure the HR vision and customer experience of the end-user is achieved.
Lead the design and implementation of HR Services Delivery strategy in close collaboration with stakeholders and customers to ensure HR Vision and positive customer experience is achieved. Lead the design and regularly review KPIs in close collaboration with business representatives as well as Global Service Center Heads. Provide counsel and strategic recommendations to HR Leadership on the progress and status on service delivery & quality in Global Service Centers. Lead and champion continuous improvement initiatives in the Service Delivery Model. Deliver integrated Service Management with customers and vendors. Lead SLA and service catalogue implementation and review across all service lines, ensuring customer needs are met Track and perform analysis of service delivery metrics, including internal and external benchmarking Major Accountabilities Ensure smooth and easy to experience customer service delivery across functions, processes and tools Manage cross-functional integration points as applicable, identifying and working closely with all stakeholders Collect, analyze and report on customer demand & feedback. Lead the Global Service Review Board to regularly track and analyze service delivery metrics, including internal and external benchmarking. Identify areas of improvement and ensure appropriate follow-up actions are taken Serve as an ultimate escalation point for customers of the Global HR Service Centers. Responsible for maintenance of global and local HR content in the HR Portal. Ensure compliance, integrity and audit readiness. Contribute to strategic Knowledge Management.

Salary: Not Disclosed by Recruiter
Industry:Pharma / Biotech / Clinical Research
Functional Area:HR , Recruitment , Administration , IR
Role Category:Other
Role:Outside Consultant


HR Services Delivery Service Management customer service delivery HR Leadership

Desired Candidate Profile:


UG: Any Graduate – Any Specialization
PG:MBA/PGDM – HR/Industrial Relations
Doctorate:Doctorate Not Required

Minimum requirements :

Bachelor/Master degree in HR/other related domain is preferred Excellent English spoken and written Local language an added advantage Min. 7 years of leading Shared Services experience preferred Experience in Global working environment preferred Experience in customer & quality management, including tooling and processes

Company Profile:

Novartis Healthcare Pvt. Ltd.
A global healthcare leader, Novartis has one of the most exciting product pipelines in the industry today. A pipeline of innovative medicines brought to life by diverse, talented and performance driven people. All of which makes us one of the most rewarding employers in our field.

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