Novartis - Operations Manager - NTO Master Data Management & Governance

Operations Manager - NTO Master Data Management & Governance

Novartis Pharma

Country: India Role Profile

Associate Job Title : Operations Manager - NTO Master Data Management & Governance

GJFA band : 5

Department : NTO GOC - Data Governance

Reporting Manager title : Head - NTO Data Governance (Operationally), GOC Operations Lead (Functionally)

Entry date in new role :

Job Purpose:

- Provide leadership, strategic direction and technical expertise on driving Operations management, Operational & Service excellence for NTO Master Data Management & Governance Function

Major Accountabilities:

- Business / Operational Performance Management

- Pro-actively work closely with Function project leads to build and track Operational Performance metrics.

- To track, analyze and report the business performance, quality and financial KPIs for the Function

- Ensures delivery of the required service quality to customers, drives establishment of SLA KPIs along with the Function Head & Operations Lead in NTO GOC in accordance to business case specifications.

- Ensure onboarding of new associates into Function.

- Communicate proactively with stakeholders regarding progress, issues and plans for resolution for program projects.

- Monthly domain wise P&L tracking

- Accountable for resource planning and management (headcount and budget) for defined functions/locations. Review and challenge resource requests and expenditures for assigned functions/locations.

- Manage headcount requests, staffing activities with Human Resource (HR) representatives and monitor against headcount targets for defined function/location.

- Responsible for managing financial requirements and budget for assigned function/location. Provide associated consolidated latest estimates on current annual budget and for future annual budgets.

- Responsible for overseeing both strategic and day to day perspectives of operational activities and business administration for defined functions or locations.

- Ensures delivery of the required service quality to customers, drives establishment of SLA KPIs along with the Function Head & Operations Lead in NTO GOC in accordance to business case specifications.

- Establishes SLAs (Service Level Agreements) required for effective provision of service including the SLA tool management

- Focuses on execution, Develops scorecards and SLAs for ongoing monitoring and adjustment of service delivery ensuring Business Case savings are delivered.

- Operational Excellence - Continuous Improvement

- Provides thought leadership to shape future decisions on Operational excellence strategy

- Strategize the deployment of Operational Excellence across the function at the site in collaboration with NTO GOC Operations Lead - Hyd.

- Lead & facilitate projects (individual or teams) that employ Lean/Six Sigma/CI, problem-solving methodologies, with effective change management techniques, to deliver business results (improved customer service, quality, reliability, productivity and financial performance).

- Promote and support a Service mindset within the function

- To continuously improve the business processes by facilitating the strategy development and adopting best practices to align the process towards the Business Excellence Model

- Lead the transformation from current change processes to adoption of Operational Excellence

- Assess and track status, progress & issues for all sanctioned improvement projects including the mentorship of Green Belts/candidates throughout the organization.

- Driving CSAT implementation and response rate from customers across Function; Prepare and execute CSAT action plans across teams

- Pro-actively informs stakeholders/management on KPIs deviation and proposes corrective measures to reach targets.

- Work with function head and other ELT members to modify operational and administrative processes to enhance productivity, efficiency and/or quality and to achieve operational excellence.

Ideal Background

Education:  Graduate / Post Graduate in Engineering, Lifesciences, Pharmaceuticals, operations management, Business management

Certification: Lean Six Sigma (LSS) Green Belt/Certified Agile Scrum/ Project management training / certification

Languages:  Fluency in English is prerequisite, while knowledge of other in-scope country English

Experience:  Extensive experience (8-10 years) in managing multi-functional Projects, Programs, Operations & Change Management with internal and external stakeholders.

- Demonstrated ability to handle budgets, operational metrics and cross-divisional coordination.

- Experience of working with and/or managing external vendors

- Should have worked as Six Sigma/Lean Black Belt or Quality Champion Experience in working in large / international companies / service delivery centers

- Exposure to production/ manufacturing environment / GxP processes

- Excellent communication, people management, stakeholders management and leadership skills

- Ability to ensure service focus across a complex people intensive and functionally-dispersed organization

- Preferred to have understanding of Pharma business and financial issues, including its regulatory environment (Shared Services / CoE experience preferred)

- Strong and proactive business results-focus, and proven ability to provide insights that increase productivity

- Comfortable using project management tools (such as MS Project) and Agile toolkit - JIRA, Confluence etc.

- High level of proficiency in creating Excel dashboards/score cards and impactful Power point presentations.

- Out-of-the-box thinker with EXCELLENT verbal and written communication skills