HR Customer Care Team Lead region South, Novartis, Prague, Czech Republic
Welcome to the future of medicine.
Be part of a rapidly growing, diverse and high calibre team of passionate people who strive to make a difference. Join the Novartis team in Prague and enjoy our inspiring environment. We offer a comprehensive compensation package, a wealth of opportunities for career development and an undeniably friendly culture.
Novartis is currently searching for a Customer Care Team Lead to join the HR team in Prague and work on behalf of the South region.
The purpose of this role is to manage a team of HR Customer Care Specialists and Experts dedicated to region South (Spain, Italy, Portugal, Greece) ensuring consistent SLA fulfillment and high customer satisfaction. To be the first point of contact for escalation and resolution of operational queries/issues within the area of responsibility and to be a driver of continuous improvement initiatives. Once the transition project is finished and all countries migrated, this team will serve approx. 6,500 associates in 4 countries
Monitor the overall performance of the team of HR Customer Care Specialists and Experts to achieve SLAs
Lead, coach and motivate and develop the team utilizing team and individual performance results
Investigate and resolve queries in the area of responsibility escalated by the HR Customer Care Specialists and Experts, ensuring appropriate and timely communication to all parties
Manage workload by allocating team resources in line with peak periods, vacation, etc. (capacity planning)
Drive continuous improvement initiatives
Manage project execution
Ensure that the team is properly trained
Manage Knowledge Base for countries in scope
Ensure compliance in line with Data Privacy and Protection guidelines and other relevant legislation
Provide support for the transition period
Perform other tasks as assigned by Line Manager
Systems used: SAP, ESS/MSS, Telephony
Ticketing tool: Quest/ ServiceNow going forward
Novartis Global Service Center (NGSC) in Prague:
The Center, one of 5 around the world, delivers a broad variety of services to the Novartis worldwide. We have highly qualified teams in areas such as scientific and commercial services (known as Product Lifecycle Services), IT, Human Resources, Financial Reporting & Accounting, Procurement, Real Estate and Facility Services, Legal & Compliance, Finance and Communications.
Here's some of the reasons we think you should join us:
A job with a purpose. At Novartis, we all contribute to our mission to discover new ways to improve and extend people's lives.
A wealth of opportunities for career progression and working with best-in-class professionals.
A diverse team that reflects the rich diversity of our markets. Over 55 nationalities speaking with 30+ languages, all generations, and more than 44% of female.
Our modern and newly designed workplace is a pleasant place that reflects the need for flexible ways of working in order to bring new ideas to life.
We live by our values; we cherish not only what we do but also how we do it. .
Diversity & Inclusion mind-set. We aspire to move beyond stereotypes and bias to bring differences together, so we can see the world through the eyes of our patients and customers.
Our comprehensive compensation package includes:
Annual performance-based bonus;
Employee recognition scheme;
A benefits scheme above local legislation standards including pension and risk-life insurance, benefit package for health, education, culture and sport activities;
Healthcare program that offers easy access to comprehensive health care;
Variety of medical check-ups or consultations on-site;
An Employee Assistance Program;
25 days annual leave, 4 days paid sick leave and Christmas holiday;
Public transport allowance;
Flexible working arrangements including Home Office;
Support for a healthy lifestyle through the daily offering of fruit & vegetables.
We are looking forward to talking to you and sharing more about our broad range of opportunities.