Customer Operation Excellence Leader
GlaxoSmithKline
- 上海市浦东新区
- 长期
- 全职
- Ensures maintenance of GSK Pharmaceuticals systems, tools and resources to enable delivery of HCP Engagement activities.
- Maintaining and enhancing existing process to support the continued business, ensuring that both system and process remain fit for purpose within a changing external and internal environment.
- Evaluating and maintaining specific content for the Medical and Commercial ways of working portal.
- Defining and implementation of quality monitoring frameworks to assure senior management of the delivery of HCP Engagement activities in accordance with required standards.
- Maintain specific core HCP/EE Engagement processes specific to enterprise HCP/EE requirements.
- Delivery of operational support services to support specific HCP engagement program for China activity.
- Communicating and contracting with HCP on the HCP engagement program for China
- Maintain documentation compliance and retention to required standards
- Providing tools, templates, systems to enable delivery of process to required standards.
- Collating and monitoring of performance metrics/KPIs.
- Supporting a culture of continuous process improvements through regular end to end process reviews,
- Provide input into the design of appropriate training program and materials to support all staff training needs (e.g. e-learning modules, ways of working Navigator pages, process micro-sites, process flows, checklists).
- Assisting in the delivery of level 1 quality framework (checklists for SOE) and support of audits
- Monitoring service parameters including deliverables, timelines, quality and cost.
- Ensuring delivery of services according to agreed standards.
- Assisting in the review and continuous improvement of services to meet business and customer needs
- Develop the commercial activities and HCO governance E2E framework and process
- Based on the process, periodically plan and organize the business operation committee meeting
- Timely collect the business requirement in the steerco scope, check the application materials BO prepared and submit to the committee for review and endorsement
- Communicate timely the committee approval result with relevant team to ensure the engagement execution efficiently
- Tertiary education qualifications e.g. Science (Preferably Life Sciences/Pharmacy Degrees)/Business Administration/Finance
- Good communication skills in Mandarin is compulsory and English will be added advantage (both oral and written)
- Bachelor graduate or above.
- Self-motivated; works as part of a highly matrixed team.
- Communication and influencing
- Ability to work effectively with stakeholders across multiple functions) and geographies (internal and external)
- GSK leadership development framework
- Experience with working with HCPs / External Experts / Pharma Industry / Hospital experience will be an added advantage.
- Knowledge in accounts payable
- Analytical skills
- Exposure in portfolio/project management