Human Resources Services Expert With Czech & Polish

Human Resources Service Delivery Specialist

Location: Prague, Czech Republic

The purpose of this role is to serve as the first point of contact for employees, managers, and the P&O community in regards to P&O related topics. The role fosters a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous, and empathetic communication. As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue. This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management, and customer education.

Key Responsibilities:

• Provide rapid, high quality and accurate response/support to all PO related queries.
• Take ownership for queries and be responsible for case opening and closing (end to end), serve as the first and final point of contact for the customer.
• Guide and act as a consulting partner for PO processes and systems related queries. Contribute to enhancement of work instructions based on QA findings and process modifications.
• Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope. Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
• Engage in regular monthly project activities. Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
• Provide support for transformation and technology initiatives. Partner with PO at location or country level as applicable. Support the training of new colleagues.

Essential Requirements:

• Bachelor's degree in HR/Business Administration or related field
• Minimum 2 years' experience in HR Services (or similar service providing organizations)
• 1+ years' experience with SAP, Workday, Success Factors or other Workforce Systems
• Experience with ticketing management systems
• Work experience in virtual/remote teams is a plus
• Proficiency in use of Microsoft Office; advanced Excel skills is an advance
• Professional level of English & Czech both written and spoken, Polish, Hungarian or Slovenian language would be beneficial

Benefits & Rewards

Monthly pension contribution matching your individual contribution up to 3% of your gross monthly base salary; Risk Life Insurance (full cost covered by Novartis); 5-week holiday per year (1 week above the Labour Law requirement); 4 paid sick days within one calendar year in case of absence due to sickness without a medical sickness report; Cafeteria employee benefit program – choice of benefits from Benefit Plus Cafeteria in the amount of 17,500 CZK per year; Meal vouchers in amount of 105 CZK for each working day (full tax covered by company); Public Transportation allowance; MultiSport Card, Employee Share Purchase Plan. Find out more about Novartis Business Services.

Commitment to Diversity and Inclusion

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

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 order to receive more detailed information about the essential functions of a position, please send an e-mail to di.cz@novartis.com and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Skills Desired

• Curiosity
• Data Privacy
• Employee Experience
• Employee Onboarding
• HRIS (Human Resource Management System)
• HR Operations (HR Ops)
• HR Service Delivery
• Human Resource Management System
• Human Resources (HR)
• Human Resources Management
• Identity And Access Management (IAM)
• Payroll
• SDM