Location: Hyderabad (Office)
Job Description Summary
Lead the end-to-end Field Inquiry System (FIS) and People Placement capabilities, ensuring effective field support, timely issue resolution, efficient workforce placement, and strong operational governance.
Location – Hyderabad #LI Hybrid
Major Responsibilities
- FIS Operations
Lead end-to-end FIS/ServiceNow operations, ensuring effective triage, routing, resolution, and closure of field inquiries within agreed SLAs.
Strengthen service quality, knowledge management, root-cause analysis, and resolution of recurring field issues
- People Placement & Vacancy Management
Lead People Placement and vacancy-management processes to enable timely and effective field coverage in partnership with business teams.
Establish scalable mechanisms to identify and manage vacancies, temporary coverage, LOA, training periods, and other placement needs.
- Governance & Controls
Establish robust governance, SOPs, quality controls, documentation, and clear ownership across FIS and People Placement.
Ensure process compliance, audit readiness, SLA adherence, and proactive management of operational risks and exceptions
- Stakeholder Management
Serve as the key SME and escalation point, partnering with field leadership, business teams, and global/cross-functional stakeholders.
Drive alignment across teams to resolve complex inquiries, placement requirements, and field coverage challenges.
- Operational Excellence & Automation
Drive simplification, standardization, and automation across FIS, vacancy identification, and People Placement workflows.
Leverage operational insights and technology to reduce manual effort, improve turnaround time, and enhance stakeholder experience.
- People & Capability Leadership
Lead, coach, and develop the team, building strong functional, analytical, and problem-solving capabilities.
Strengthen cross-training, succession, knowledge sharing, and backup coverage to ensure business continuity.
Skills Desired
Analytical Thinking, Brand Awareness, Business Analytics, Change Agility, Cross-Functional Collaboration, Digital Marketing, Marketing Strategies, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Waterfall Model
Job description provided by Novartis.
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