Customer Operations Manager

Band

Level 4

 

Job Description Summary

Explore, develop, implement and evaluate Digital innovation solutions that address customer needs. Co-create with key stakeholders to build partnerships and collaborations -Leads the delivery of multiple projects across a variety of creative and marketing channels, including print and digital media. Develop and coordinate project plans across the design, development and production stages of a project to support the successful delivery within set KPI's. -Works in collaboration with brand teams, technical teams and all functions to maximize value. -Provides consultancy, advice and assistance on strategy for commercialization of products, and influence marketing/Marketing Sales Operation team on decision making on Sales Force resource allocation in most optimal ways, through delivery of proven analytics based projects. -Provide analytics support to Novartis internal customers

 

Job Description

Major accountabilities:

• Support assigned hospital accounts in the order management process with coordination of the required logistics, delivering exceptional customer services.

• Work cross-functionally with, operations, supply chain, manufacturing sites, quality assurance, legal, compliance regulatory, commercial, and medical teams to ensure that the needs of our customers (both external and internal) are met

• Monitor and maintaining correct system transactions related to order management processes based on planning & master data parameters, including the up-to-date status of the order at any point in time.

• Collaborate with manufacturing plants, quality, supply chain, and third-party logistics to enhance customer experience and proactively identify process improvements and innovative solutions.

• Participate actively in cross-functional initiatives aiming for constant process and performance improvement

• Execute relevant order management and customer service programs efficiently and compliantly.

• Build trust and confidence with internal and external customers.

• Determine key drivers of  operational excellence and continuously participating in its development.

•  Act with integrity and honesty by treating customers and colleagues in a transparent and respectful manner with clear intent.

• When facing ethical dilemmas, do the right thing and speak up when things don't seem right .

  Live by Novartis Code of Ethics and Values and Behaviors

Critical experiences & knowledge:

• Bachelor degree, with a minimum of 5 years working experience in healthcare industry, experience working in a nuclear medicine and cell/gene-therapy area is preferred

• Operational efficiency, precision, and attention to detail is a must.

• Great capabilities of managing complexity, dealing with ambiguity, solving practical problems and managing stakeholder

• Being well-structured and analytical, strong conceptual thinking, and process-orientation.

  Strong communication skills with a natural ability to establish relationships and address customer issues.

• Ability to drive networked team members from various roles towards achieving common goal

• English fluency

 

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Building Construction, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model