P&O Service Delivery Lead MEA

1. P&O Service Delivery

• Lead and manage end-to-end P&O service delivery (Hire-to-Retire), including Benefits, Time & Absence, and Year-End activities across Middle East, Africa (including Turkey).

• Ensure consistent execution of employee lifecycle transactions (onboarding, transfers, exits, benefits administration) aligned with global processes.

• Monitor and drive adherence to SLAs, KPIs, and compliance standards across all markets.

• Act as an escalation point for complex cases or service disruptions, ensuring timely resolution and stakeholder satisfaction.

• Lead the payroll process end-to-end, ensuring accuracy, timeliness, and compliance with legal requirements.

2. Market & Stakeholder Engagement

• Build strong relationships with in-country P&O leaders and COEs to understand local priorities and translate them into service delivery actions.

• Balance global standardization with local flexibility by tailoring solutions within governance frameworks.

3. People, Vendor, and Performance Management

• Manage a geographically dispersed team (internal and/or outsourced), ensuring capability, performance, and engagement.

• Oversee vendor relationships and ensure execution of internal controls as per P&O practice guidelines, including segregation of duties, approval workflows, and audit readiness.

4. Continuous Improvement & Transformation

• Identify process inefficiencies and lead initiatives to enhance service quality, reduce manual efforts, and improve employee experience.

• Support global or regional P&O transformation programs, contributing insights from MEA operations.

• Promote self-service adoption, automation, and digital tools suitable for diverse markets.

5. HR Compliance & Labor Law Governance

• Ensure compliance with local labor laws, data privacy regulations (e.g., GDPR), and internal audit requirements.

• Partner with Legal and Compliance teams to monitor regulatory changes and implement policy updates.

• Lead internal audits and risk assessments related to P&O operations.

• Represent P&O in labor inspections and manage relationships with external regulatory bodies.

6. Budget & Financial Accountability

• Own and manage the regional P&O operations budget, ensuring cost efficiency and alignment with global financial targets.

• Monitor spend on vendors, technology, and headcount against approved budgets.

• Provide regular financial reporting and forecasts to senior leadership.

Key performance indicators:

• Service Quality: SLA adherence for transaction processing (e.g., onboarding, payroll accuracy, benefits administration).

• Efficiency: Average case resolution time, first-contact resolution rate, automation adoption.

• Compliance: Zero critical audit findings, adherence to internal controls, timely completion of mandatory checks.

• Employee Experience: Employee satisfaction scores for P&O services.

• Financial Performance: Budget adherence, cost per transaction, vendor performance metrics.

What you will bring to the role:

• Bachelor’s degree in HR, Business Administration, or related field, master’s preferred.

• 8 - 10 years of P&O (HR) experience with relevant experience in P&O operations/shared services.

• 5+ years of experience in managerial roles.

• Exposure to multiple countries or regions.

• Proven ability to manage HR services in complex, multi-country environments.

• Strong knowledge of global HR systems (e.g., Workday, SAP) and service delivery tools (ServiceNow, knowledge Data bases).

• Experience managing third-party service providers.

• Excellent interpersonal, stakeholder management, and cross-cultural communication skills.

• Process-oriented with a strong focus on operational excellence and continuous improvement.

Skills:

• Employee Relationship Management (Erm).

• Hr Administration.

• Hr Operations (Hr Ops).

• Hr Policies.

• Hr Service Delivery.

• Hr Strategy.

• Hris (Human Resource Management System).

• Human Resource Management System.

• Human Resources (Hr).

• Labour Law.

• Life Insurance.

• Organizational Development (Od).

• Payroll.

• Resource Allocation.

• Service Delivery Framework.

• Talent Development.

• Talent Management.

Languages:

• English.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported!

Join us!

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

#Sandoz