People&Organization Services Lead

P&O Services Lead
Location: Novartis, Barcelona, Gran Via, Spain #LI-Hybrid
Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.
About the Role:
The P&O Services Lead is responsible and accountable for customer management within their respective country/cluster. The holder of this role drives effective client relationship management with focus on balanced and continuous relationship building.
In the scope of the P&O Services Lead is to efficiently collaborate with the Service Delivery Leads within their country/cluster to ensure deliveries of the agreed upon services.
The P&O Services Lead acts as a liaison between P&O Services Global Service Centres and In Country P&O, in addition the incumbent represents P&O Services towards the P&O Communities and business in their country/cluster. The P&O Services Lead acts as a binding agent between individual domains ensuring smooth cross-domain collaboration while following the strategy of One P&O.
The P&O Services Lead coordinates effectively all components of P&O Services, including Payroll, Hire-to-Retire, Time and Learning, ensuring the overall P&O Services commitment to the continuous improvement.
Key Responsibilities:
Your responsibilities include, but are not limited to:
The P&O Services Lead drives and owns P&O Services Transformation within respective country/cluster identified under the Footprint strategy, between ICPOs & GSC Service delivery teams.
The incumbent actively supports local P&O Communities in the P&O Transformation strategy by assisting with the identification of processes for cross between P&O Business Partners and P&O Services Delivery teams.
The incumbent sets strategic direction for P&O Services respective region with agreement of P&O Boards, Customers and Senior Management as well as acts as an active member of respective Country/Region P&O Boards, NGSC LT Boards, and other relevant meetings to ensure contribution to the decision-making process.
Client Relations
• Builds and maintains trust relationship with key customers from respective countries/region
• Addresses concerns, challenges and assess risks to avoid negative impact
• Is an active representative and advocate of P&O Services and People Services & Technology
• Ensures a customer-centric organization and drives implementation of customer focused solutions
• Works closely with P&O Heads in understanding and responding to both long-term and short-term business goals and strategies
• Plans and supervises the provision of P&O Services to the organization, based on expectations set with clients and other customers as relevant
• Promotes existing P&O solutions across assigned client groups
• Gathers new service requests and client feedback and orchestrates on P&O services side via existing mechanisms
• Sponsors / leads / initiates key P&O Services projects and provides updates to clients about key initiatives in P&O Services and ensures their readiness
• Cooperates closely with Service Delivery Heads/Leads and finds solutions to ad-hoc business requests (restructuring, new market launch, etc.)
• Helps to identify the cause of issues and works together with Service Delivery Head/Lead and Service Excellence team to ensure CI
Service Excellence
• Closely supervises KPIs and SLAs and takes timely action to ensure customer satisfaction.
• Provides input to P&O strategy from client perspective and translates the related parts of the P&O strategy into own operational plans; audits compliance and initiates corrective measures in case of deviations.
• Provides counsel and strategic recommendations on the design and implementation of P&O Services solutions.
• Identifies potential design improvements (in collaboration with clients)
• Provides client insights on service level requirements, service level agreements and service reviews.
• Helps drive digital transformation and focus on global operations optimization via advocating automation, simplification and standardization of global processes, usage of self-service and self-solve channels
• Drives periodic cost and efficiency analyses to support productivity objectives, assesses business performance in respective regions and takes corrective measures if required
Change Management and Branding
• Drives One Novartis culture in the organization and promotes cultural transformation and collaboration
• Provides change management support and appropriate communications to prepare implementation of new services and processes
• Contributes to the brand strategy and brand plan for P&O Services and delivers messaging to specific audiences in line with overall strategy

Essential Requirements:
• Bachelor/Master degree or equivalent experience in HR/other related field is preferred
• Local language an added advantage
• Previous experience in Human Resources Services (or similar service providing organizations)
• Hand on experience with SAP, WorkDay, Success Factors or other Workforce Systems
• Previous experience with ticketing management systems
• Proficiency in use of Microsoft Office
• Validated experience in leadership, informal or direct management
• Previous experience in combined HR, Customer Care or Shared Services experience
• Proficiency in English (Both written and spoken).
Why Novartis?
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?
https://www.novartis.com/about/strategy/people-and-culture
Benefits and rewards:
Read our handbook to learn about all the ways we’ll help you thrive personally and professionally:
https://www.novartis.com/careers/benefits-rewards
Accessibility and accommodation:
Novartis is committed to working with and providing reasonable accommodation to all individuals. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in any order to receive more detailed information about 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.
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