Lead - FIS & People Placement

Novartis India; India; Hybrid; INR 1,100,000 - 1,700,000; Full time

Job summary

Novartis India in Hyderabad (Hybrid) is seeking a Lead for FIS & People Placement to oversee end-to-end FIS and ServiceNow operations, ensuring timely resolution of field inquiries and adherence to SLAs. You will strengthen governance, vacancy management, and stakeholder engagement while coaching the team and implementing scalable placement processes.

The role emphasizes cross-functional collaboration, process excellence, and leveraging automation to improve efficiency and the stakeholder

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.

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.

About The Role

Lead - FIS & People Placement

Location - Hyderabad 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.

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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