Engagement Services Expert

Novartis

5 - 10 years

Hyderabad

Posted: 11/08/2025

Job Description

Summary

#LI-Hybrid

Location: Hyderabad, India

Relocation Support: Yes

Step into a role where your empathy, problem-solving mindset, and communication skills truly make a difference. As the first point of contact for employees, managers, and the P&O community, you’ll be instrumental in shaping a positive customer experience. You’ll proactively resolve queries, support transformation initiatives, and drive continuous improvement through data insights and knowledge sharing—all while being part of a collaborative team that values innovation and service excellence.

About the Role

Key Responsibilities

Deliver rapid, accurate support for all P&O-related queries with empathy and professionalism
Own end-to-end case management, serving as the first and final contact for customers
Act as a consulting partner for P&O processes and system-related inquiries
Enhance work instructions based on quality assurance findings and process updates
Maintain and contribute to the Knowledge Repository for supported countries
Monitor feedback and surveys to drive continuous improvement in customer satisfaction
Support transformation and technology initiatives in collaboration with local P&O teams

Essential Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field
Minimum 5 years’ experience in HR services or payroll operations within service-oriented organizations
Strong proficiency in spoken and written English; fluency in an additional regional language is a plus
At least 1 year of hands-on experience with SAP, Workday, SuccessFactors, or similar workforce systems
Familiarity with ticketing and case management systems for query resolution
Ability to meet shift requirements aligned with supported country operations

Desirable Requirements

Proficiency in Microsoft Office; advanced Excel skills are a strong advantage
Ability to collaborate effectively across time zones and virtual environments

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

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

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

About Company

Novartis is a leading global healthcare company headquartered in Basel, Switzerland. It specializes in the research, development, manufacturing, and marketing of innovative pharmaceuticals. Formed in 1996 through the merger of Ciba-Geigy and Sandoz, Novartis focuses on areas such as oncology, neuroscience, immunology, cardiovascular diseases, and gene therapies.With a strong commitment to scientific innovation, Novartis invests heavily in R&D and collaborates with biotech companies and academic institutions worldwide. The company operates in over 140 countries and serves millions of patients globally. Novartis is also known for its efforts in access to medicine, using programs like Novartis Access and Novartis Foundation to support underserved populations.