Job Description

#LI-Hybrid
Location: Cairo, Egypt

Relocation Support: This role is based in Cairo, Egypt. Novartis is unable to offer relocation support: please only apply if accessible.

At Novartis, every detail matters when it comes to supporting our people—and this role sits right at the heart of that mission. As a Time Service Delivery Expert, you will be a trusted first point of contact for associates, ensuring accurate, compliant, and timely time services that directly impact employee experience and payroll outcomes. Working in a dynamic, fast‑paced environment, you will combine service excellence with strong system discipline, collaborating closely with regional partners to keep operations running smoothly and with confidence.

Key Responsibilities

• Deliver first‑level time service support to associates, ensuring timely and accurate resolution of queries.
• Monitor and resolve service requests through ticketing, chatbot, and telephony channels in line with service levels.
• Ensure compliance with local labour laws, Novartis policies, and global time governance standards.
• Maintain accurate employee time data with clear documentation of all data change requests.
• Deliver scheduled time service reports with high quality, accuracy, and timeliness.
• Collaborate with second‑level support teams to escalate and resolve complex cases effectively.
• Support testing and continuous improvement initiatives to enhance service delivery.

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 English communication skills, both written and spoken.
• Collaborative mindset with strong communication skills and a proactive approach to problem solving.

Skills Desired