Customer Operations Manager

REQ-10028239
Dec 03, 2024
China

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

About the Role

Major Responsibilities:

•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

    Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

    Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

    Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

    International
    Innovative Medicines
    China
    Shanghai (Shanghai)
    CN06 (FCRS = CN006) Beijing Novartis Pharma Co., Ltd
    Marketing
    Full time
    Regular
    No
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    Accessibility and accommodation

    Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

    Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

    A female Novartis scientist wearing a white lab coat and glasses, smiles in front of laboratory equipment.
    REQ-10028239

    Customer Operations Manager

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