Integral Services Customer Facing Execution Process Manager
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As a Global Services Customer Facing Execution Process Manager, you will provide services to the different countries for all the CFE (Customer Facing Experience) related activities. This role ensures operational excellence and process integrity across CFE analytics activities as it will be responsible for delivering CFE services for the different markets following a globally consistent process. You will be a key player for the support of the different teams in the day-to-day activities.
This role is part of Human Pharma Services (HPS), our in-house organization providing services to efficiently and effectively communicate to patients and HCPs. Through our centralized global service model, we support our internal customers in engaging with their stakeholders and delivering high quality results via standardized and scalable services. As part of HP Services, the CFT Hub focuses on services related to Customer Facing Experience.
Tasks and Responsibilities
- Act as key support from the CFE-Hub for the different countries
- Ensure proper communication and coordination between the CFE-Hub and the countries
- Lead best practices ensuring the highest efficiency and most standard ways of working as possible
- Focus on innovation to effectively identify potential growth and improvement opportunities within processes and teams. Define and implement solutions to address identified opportunities
- Ensure the proper implementation of new solutions and track their evolution and impact in the organization as well as the adaptation over time
- Be aware and consider assigned country's landscape, processes, regulations and idiosyncrasies to provide tailored support to the different countries
- Effectively manage multiple tasks and priorities, demonstrating excellent organizational and coordination skills
- Manage the continuous improvement of the mature capability through regular enhancements. These improvements can be driven from customer needs, regulations or GCO requirements
Requirements
- Bachelor's degree in Life Sciences, Business Administration, Engineering or a related field. Master's degree preferred
- 3-5 years of experience in CFT Excellence management and Bonus & Incentives or related sales operations roles. Knowledge of sales processes, and CFT Excellence optimization strategies
- Excellent organizational and coordination skills to effectively manage multiple tasks, stakeholders and priorities
- Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization
- Analytical mindset, with the ability to lead workstreams and to add value across the organization. Excellence in execution, demonstrating solid capacity to apply established methodologies in the day-to-day activities
- Focus on innovation to effectively identify opportunities to re-shape processes and operations in the countries with which she/he collaborates
- Full professional competency in English is required; additional languages are a plus
- Salesforce based tools and data visualization software knowledge (PowerBI, Tableau, …) is a plus
Benefits
- Flexible working conditions
- Life and accident insurance
- Health insurance at a competitive price
- Investment in your learning and development
- Gym membership discounts
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