Conduct regular user satisfaction surveys (CSAT / NPS), analyse feedback trends, and implement continuous improvement actions to enhance the end-user experience.
Establish and enforce service level agreements (SLAs) and operational level agreements (OLAs) for incident resolution, service request fulfilment, and user satisfaction metrics across all SEA locations.
Oversee the IT Service Desk (multi-channel: phone, email, chat, self-service portal) ensuring consistent, professional, and responsive support delivery aligned with ITIL best practices.
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Champion adoption of advanced capabilities such as automation, AI‑driven tools, and business messaging to enhance customer engagement and operational efficiency.
Lead strategic discussions with senior stakeholders, presenting insights, recommendations, and progress updates.
Partner with Sales, Product, Measurement, and other teams to design and implement integrated client solutions.
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.Business Growth: Partner with RMs to drive AUM and MIS product acquisition. This includes leading client meetings, crafting compelling investment proposals, and participating in marketing initiatives to deepen client relationships
.Collaboration & Compliance: Work closely with internal Markets & Investment (MIS) teams to align on campaigns. Maintain strict adherence to all legal, regulatory, and internal compliance requirements, ensuring that all advice is rendered with a disciplined risk-controlled approach
s.Experience: Minimum 10-15 years of working experience in similar capaci
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Personalize and orchestrate customer engagement journeys for target HCPs by reflecting customer preferences, leveraging available content and multiple engagement channels.
Build engagement by working in partnership with HCPs to develop a sustained collaboration over time for Novartis
Deliver memorable, customer-centric experiences beyond clinical differentiation by listening to their needs and understanding their healthcare environment.
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Define category objectives, KPIs, and success metrics across markets and channels.
Act as the regional category expert and thought leader, influencing key stakeholders with clear insights and recommendations, working particularly close with the Brand Activation, Commercial and Go‑to‑Market teams.
Lead assortment strategy and category line planning, ensuring the right balance of brand heat, volume drivers, and commercial productivity.
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Develop, implement and track regional sales and marketing plans for Neuro portfolio by driving specific programs & campaigns and respectively supporting country-specific sales activities and programs
Develop sales tools and provide expert product and sales training to the account managers and channel partners
To provide support and advice for configuration of offering to customers
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