People&organization Services Lead

395125BR

**People&Organization Services Lead**:
Spain

**Sourcing Statement**

**About the role**

**P&O Services Lead**
Location: Novartis, Barcelona, Gran Via, Spain #LI-Hybrid

**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

**Commitment to Diversity & Inclusion**:

- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Role Requirements**

**Essential Requirements**:

- Bachelor/Master degree or equivalent experience in HR/other related field is preferred