With a shared mission to discover new ways to improve and extend people’s lives, our team of 120,000 global employees and our diverse portfolio of innovative medicines, eye care devices and cost-
saving pharmaceuticals, we are addressing some of society’s most challenging healthcare issues. With our legacy deeply rooted in our Swiss heritage and with our eye on the future, our industry-
leading pipeline, together with our continued investment in R&D and our high performing, diverse and passionate employees, we aim to be a trusted leader in changing the practice of medicine.
We are Novartis, and we are reimagining medicine.
As a global healthcare leader, we have one of the most exciting product pipelines in the industry today brought to life by diverse, talented, performance-
driven people. This makes us one of the most rewarding employers in our field.
The purpose of this role is to manage a team of HR Customer Care Specialists and Experts dedicated to Americas ensuring consistent Service Level Agreement (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.
Bachelor degree or equivalent
Excellent English spoken and written Fluent Spanish is required 1 additional language in scope Portuguese or French
Experience in leading teams 2+ years of working experience in a Shared Services Center environment preferred Strong Working experience in a call center operations
Work experience in virtual / remote teams preferred Work experience in international environment / team / global company