Client Success Manager

Job Description

5000+! That s how many people the curious and inspiring team you will support. Join us as Client Success Manager for P&O Service Transformation where you will be part of one of the largest, most complex and impactful organizations which is touching every part of our business & people.Your responsibilities include, but are not limited to: The Client Success Manger (further on referred to as CSM) is responsible and accountable for partner management within his/her respective country. The CSM should drive effective client relationship management with focus on sustainable and continuous relationship building. In the scope of the CSM is to efficiently collaborate with the Service Delivery Leads corresponding to the CSM s country in scope to ensure deliveries of the agreed upon services. The CSM ensures the Service Delivery s adherence to the high quality standards and the Service Catalogue. The CSM acts as a liaison between P&O Services NGSC and In-Country P&O Services . In addition, represents P&O Services towards the P&O communities and business in his/her country. CSM acts as a binding agent between individual domains within CTS ensuring smooth X-domain collaboration whilst following the strategy of One CTS. CSM is a representative of P&O Services and therefore effectively coordinates and collaborates with all P&OS Service Delivery value streams. The CSM drives and owns P&O Services Transformation within respective country identified under the footprint strategy between P&OS and NGSC Service Delivery teams. The incumbent actively supports local P&O communities in the P&O Transformation strategy by assisting with the identification of processes of progress between P&O Business Partner and P&OS Service Delivery teams. In addition, the holder of the CSM role co-owns the process of business integration.EEO Statement Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.Minimum requirements What you ll bring to the role: Builds and maintains trust relationship with key partners from respective country and advocate of CTS and P&O Services Sponsors / leads / initiates key P&O Services projects and solutions and provides updates to clients about key initiatives in P&O Services and ensures their readiness Service Excellence: Gathers KPIs and SLAs in order to advise key team members on the P&OS Service Delivery performance, ensures clients understanding of measured KPIs Provides input to P&O strategy, translates the related parts of the P&O strategy into own operational plans, assesses compliance and initiates corrective measures in case of deviations Advocate s usage of self-service, automation, standardization and simplification whilst ensuring client s full understanding of the focus and Change Management and Branding and drives One Novartis Culture in the organization and promotes cultural transformation and collaboration Ensures a customer-centric organization and drives implementation of customer focused solutions, works closely with P&O Business Partners on understanding and responding to both long-term and short-term business goals and strategies Provides change management support and appropriate communications to prepare implementation of new services, tools and processes and closely collaborates with People Engagement organizationDesirable requirements: Bachelor/Master degree in HR/other related field is preferred with Excellent verbal and written English language skills 14+ years hands-on experience into P&O Services projects / HR Operations Hands on competencies: Business Approach, Customer Engagement, Managing Change, Digital and Technology Savyy, Operational Excellence, Continuous Learning Dynamic Knowledge development Minimum of 3+ years of experience within HR, Law or related area of businessCommitment to Diversity & Inclusion:Novartis embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusion workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.Novartis is an equal opportunities employer and welcomes applications from all suitably qualified persons.Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/networkYou ll receive:Competitive salary, annual bonus, pension scheme, share scheme, health insurance, 29 days annual leave, flexible working arrangements, subsidized dining facilities, employee recognition scheme.Why consider Novartis 799 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.Imagine what you could do at Novartis!,

Keyskills :
high quality standardsclient relationship managementcustomer focusservice deliveryhealth insuranceenglish languagechange managementquality standardsbrandingidentity marketing