北京招聘

                                                    P2P Service Delivery (SD) Lead NGSC

 

 The Spoke NGSC P2P Service Delivery (SD) Lead is responsible for Service Delivery excellence and

continuous improvement for all internal Novartis associates and 3rd party suppliers within their multiple country/languages Global Regions (Europe, AMEA, US/Canada/LATAM). Ensuring a crosscountry

alignment of service delivery standards, performance and KPIs within their Regions/NGSC and across other global NGSCS. They own Global Service Delivery KPIs in their Regions. Ensuring the design, global standardization and implementation of Service Delivery tools and models to improve and continuously improve their Regions P2P Service Delivery KPIs. They support the overall Global P2P end-to-end service delivery strategy by ensuring a strong focus on process standardization, continuous improvement and increased customer satisfaction.

 

Your Responsibilities:

Service Delivery:

•  Proactive management of Regional (multiple countries and languages) Service Delivery to

  Novartis Associates and 3rd party suppliers. Primary ownership of all Service Delivery KPIs

  (inquiry cycle time, open and aging tickets, TAT, customer satisfaction – smiley faces, etc.).

  Ensuring a consistent methodology and data collection (KPIs) and internal customer/3rd

  party supplier issue follow-up and mitigations.

• Key vendor manager and partner for all 3rd parties providing service delivery within their

  regions.

• ？ Key member of the global P2P Service Delivery Management and Governance team.

  Actively participate and collaborate with all global NGSCs SD roles to categorize and

  prioritize global customer feedback, challenges and opportunities. Drive the design,

  implementation and stabilization of all SD solutions (RPA, AI, Etc.) and models. Ensuring

  all solutions and mitigations are globally standardized and leveraged at all global NGSCs

  SD functions.

• Key Regional Liaison with P2P Global Service Organization and Global P2P Hub/ECI

  operations (Hyderabad) regarding all SD needs issues and opportunities within their Global

  Regional and drive the design, implementations and sustainability of solutions.

P2P Performance:

• Own regional Customer Satisfaction plan, pro-actively ensuring customer engagement

  forums feedback and data to highlight key trends and opportunities to identify early endto-

  end P2P process/system enhancements and mitigations to improve CSAT KPI.

  Categorize into an opportunity matrix and engage appropriately GSO team and/or Hub/ECI

  operations.

• Pro-actively monitor regional operational SD KPIs (TAT, Dropped Calls, Aging tickets, etc.)

  and engage both P2P Hub and 3rd Party providers in resolving and continuously improving

  SD performance.

• Key P2P Leadership team member, providing actionable customer insight and feedback to

  P2P GSO team and P2P Global Hub/ECI operations to drive end-to-end P2P

  process/system improvements, solutions and mitigations

Compliance:

• Owns the regional compliance environment and implementation/monitoring of

  SOX/NFCM controls. Ensuring all processes, policies and procedures are clearly defined,

  fully documented, in line with Novartis standards (P2P Global Process Design) as well as

  regularly benchmarked against best practices

• Ensure compliance with Novartis Accounting Manual (NAM), Novartis Financial Controls

  Manual (NFCM) and regulatory requirements

• Coordinate with NGSC HUB and Global NFCM Controls team to ensure application of

  agreed Novartis control procedures and actively support to deliver SOX certification

• Ensure a strong control environment, including follow up on potential audit observation

  and agreed recommendations

What you'll bring to the role:

• 8-10 years of Financial experience, with in-depth functional & process expertize

• Demonstrated ability to work effectively in a multi-national, matrix organization

• Previous experience in managing change and communications

• R2P/P2P expertise

• Proven record of successfully managing projects driving performance (e.g. ERP

  implementation)

• Excellent people skills, leadership exposureAim for five bullet points

 

  Desirable Requirements: 

 

• University level degree in Business Administration/ Economics/Finance or

• Chartered Accountant / MBA desirable

• PMP /Lean Six Sigma Certified

• Working location: Malaysia

        

Why consider Novartis?

750 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people's lives?

 

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

诺华（Novartis AG）是全球医药保健行业的领导者。其核心业务涉及专利药，非专利药，眼睛护理，消费者保健和动物保健等领域。诺华公司总部设在瑞士巴塞尔，业务遍及全球140多个国家和地区。

诺华（中国）生物医学研究有限公司是诺华全球研发组织――诺华生物医学研究所（NIBR）的第八个研究基地。我们位于中国上海市张江高科技园区，将成为诺华在亚洲的主要研究中心，以及除在欧美的研究中心外的最主要的研究中心。我们的研究和探索开发活动的重点是发现并开发创新疗法，用于治疗在亚洲远未达到医药需求的疾病。我们与从不同之处在于将专注现代药物的发现和开发方法的研究。最初阶段，研发工作将专注在引起中国地方性癌症的感染原因。我们还将开展临床试验，进行安全性研究，生物标志物和检测分析，表达谱、生物分析以及转化医学的研究。

随着公司业务的迅速扩展，我们热忱欢迎您的加入。同时我们将提供具有竞争力的薪酬福利待遇以及良好的培训发展机会。