Summary
About the Role
Key Responsibilities:
• Deliver end‑to‑end Time and Absences service support to employees across the Middle East, Türkiye, and Africa region, ensuring timely, accurate, and customer‑focused resolution of queries.
• Monitor, manage, and resolve service requests across ticketing, chatbot, and telephony channels in line with agreed service levels and quality standards.
• Ensure full compliance with local labor laws, Novartis policies, and global Time governance standards across all supported countries.
• Maintain accurate employee time and absence data, ensuring clear documentation, auditability, and traceability of all data change requests.
• Deliver scheduled Time service reports with a high level of quality, accuracy, and timeliness to support operational and business needs.
• Act as a key regional point of contact, proactively managing stakeholders across countries and functions to ensure alignment, clear communication, and smooth service delivery.
• Collaborate closely with second‑level support teams, Payroll, P&O, HRIT, and external vendors to escalate, coordinate, and resolve complex or high‑risk cases effectively.
• Ensure end‑to‑end Time and Absence processes are consistently followed, identifying gaps, risks, or inefficiencies and driving corrective actions where needed.
• Support testing activities, UAT, and continuous improvement initiatives, contributing to process enhancements, system improvements, and overall service optimization.
• Partner with cross‑functional teams to identify, propose, and implement process and system enhancements that improve employee experience, compliance, and operational efficiency.
Essential Requirements
- Experience working in a customer‑focused service delivery or shared services environment.
- Ability to manage employee queries accurately using case management, ticketing, or support tools.
- Strong attention to detail with the ability to document data changes clearly and compliantly.
- Comfort working in fast‑paced, high‑volume support environments while meeting service level expectations.
- Fluent Turkish communication skills, both written and spoken is mandatory
- Fluent English communication skills, both written and spoken.
- Collaborative mindset with strong communication skills and a proactive approach to problem solving.
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
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