Time Service Delivery Expert

#LI-HybridLocation: Cairo, EgyptRelocation 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 ResponsibilitiesDeliver 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 RequirementsExperience 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.