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Customer Operations Manager (CGT)

RM IT Professional Resources AG

Posted on Sep 24, 2021 by RM IT Professional Resources AG

Basel, Switzerland
Customer Service
1 Nov 2021
Annual Salary
Contract/Project


Job Posting ID: NOVJP
Job Posting Title: Market Access Manager
Description: Job Title: CGT Customer Operations Manager

Job Purpose:

Execute a first in class order management, physician and patient support services hub for Cell and Gene Therapy for commercial and clinical trial patients.

In coordination with local country teams, Regional supply chain and selected external partners, the CGT Customer Operations Manager, ORE ensures a seamless process from product request to infusion. This is a critical role as it has direct impact to patients/customers and Novartis' reputation.

Major Accountabilities:

The position is responsible for enhancing the Novartis CGT customer experience by executing a customer centric approach to operations management through support programs to health care professionals (both at infusion centers and from referring institutions) and patients and caregivers, providing white glove service in context of a Novartis CGT treatment. The CGT Customer Operations Manager, ORE engages at the Nexus between the manufacturing and supply functions and the patient/physician facing commercial, operational and medical teams and enables the timely and safe delivery of modified patient cells to patients.
* Executing the first to Novartis and first in class unique HCP, patient and caregiver Customer Service Center for CGT in Region Europe, to manage both commercial and clinical cases
* Supports assigned hospital accounts across Europe in the order management process with coordination of the required logistics and delivering best-in-class customer services
* Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
* The role works cross-functionally with the country teams, cell therapy operations, supply chain, manufacturing sites, quality assurance, legal, regulatory, commercial and medical teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal)
* Provide customer service support in handling inbound customer inquiries
* Conduct outbound follow-up communication to ensure timely and accurate service support to our customers
* Implement value adding customer services to HCPs, patients and caregivers to improve their customer experience
* Proactively work on customer satisfaction and collect feedback, insights, and identify opportunities for improvement
* Contribute to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
* Effectively recognizes and processes potential Adverse Events in accordance with Novartis training and procedures
* Proactively manage coverage of assigned accounts as needed when unavailable and provide team coverage as necessary

Key Performance Indicators:

* Minimize the required "door-to-door" delivery time while ensuring reliability of the anticipated delivery dates
* Efficiently and compliantly execute the relevant order management and customer service programs
* Required to build trust and confidence with internal and external customers
* Support key customer initiatives to address gaps in CGT patient management, including patient and provider referral, patient support programs development
* Use efficiently Novartis platforms, programs, tools, and communication materials to effectively address HCPs, patients and caregivers needs
* Determine key drivers of a successful Service Center and continuously participate in its development. Continuously improve the time needed to resolution of customer queries and needs
* Program and services evaluated through internal and external customer satisfaction
* Complies with all laws, regulations and policies that govern the conduct of customer service programs or activities

Job Dimensions:

Number of associates: none
Financial responsibility: none

Impact on the organization:
* Very significant as the main point of contact for hospital accounts for ordering NVS CGT treatments and all related logistics
* First source of patient information, logistical support and triage
* The order processing is critical to ensuring patient access and timely delivery
* Key factor in keeping the number of days from ordering to treatment as low as possible

Compliance:
* Ensures adherence to all the relevant Novartis policies & procedures for self and team (adverse events, PSP, P3 and all related to job role)
* Execute timely CAPA implementation and documentation for any audit findings as required
* Ensures Information Security & Risk Management (ISRM) and data integrity compliance
* Executes Business Continuity for the Program's responsibilities

Hours of operations and holiday coverage:
* Ability to work shifts on-site from Monday to Friday during fixed operating hours in line with the business needs.
* This position will require holiday coverage for customers/patients, as well as coverage on weekends (as required on demand).
* We have a great diversity of roles across Novartis, and they will not all allow for the same degree of flexibility. Your role and type of responsibility is crucial for business decisions and customers support that are continuously connected with patients' lives. This may require compliance with regional working hours, work shifts or holidays coverage and may not always allow focusing on the Choice with responsibility approach. Setting the most convenient work format is subject to negotiation with your direct manager.

Education:
* Bachelor's degree minimum (or equivalent business experience)
* Scientific background preferred

Languages:
* English fluency required as well as fluency in minimum two of the following languages: German, French, Italian and Spanish
* Russian is a nice-to-have

Experience:

* Minimum of 3 years in customer support (service) or patient facing experience is preferred
* Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs
* Strong track record of successful team collaboration and delivery of results
* Supply chain/logistics experience is a plus

Skills:

* Excellent communication skills (verbal, written) with natural ability to establish relationships and address customer issues. Ability to clearly articulate and easily convey a customer service sentiment
* High level of emotional intelligence to manage complex and difficult stakeholder situations
* Able to operate in ambiguity and easily adapt to change
* Problem solving skills and new solutions mindset
* Collaborative mindset to manage local and regional cross-functional interactions, both internal and external
* Able to think strategically to anticipate and plan for critical needs to support centers, taking strategic decisions while staying focused and articulated
* Proficient at uncovering customer-based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements
* Ability to work well across a Matrix organization with strong collaboration skills to internal and external stakeholders
* Advanced computer skills
* Operational efficiency

Job Posting Start Date: 01/11/2021
Job Posting End Date: 31/10/2022
Job Posting Number of Positions: 1
City: Basel (CHF)
Logged User Name: SAP Fieldglass Administrator
Labor Category: Sales/Marketing




Reference: 1332867798

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