Team Lead - Data Capabilities - Pharma

The Team Lead is responsible for both technical and people management roles.

Portfolio Management/Delivery

- Responsible/accountable for management/delivery of overall book of work for assigned staff - for all steps of the Data Subject Access Request (DSAR) Process, Automate the DSAR process where possible

- Contribute to driving innovation in the Global Omnichannel - Global Customer Operations team and identify/anticipate opportunities for new solutions/capabilities

- Build a clear understanding of requirements or specification for analysis and projects, working closely with business partners and end users

- Deliver analysis, services, and project work on time, to specification, and agreed service levels

- Perform analysis and root cause investigations into complex data issues (Tier 3)

- Ensure that risks or issues are understood, communicated, and managed

- Make and present recommendations for process improvement/optimization/new capabilities/SLAs

- Plan work effectively and manage multiple priorities at once

- Work in partnership with external vendors

- Work closely with team members to meet team objectives and deliver projects & services

- Work effectively as a member of a multi-national, virtual Global Omnichannel - Global Customer Operations organization, ensuring that processes are improved, and knowledge is shared

Operational Excellence

- Ensures all the design documents and data structures are maintained. Plans effective training, leveraging instructional design principles and strategy to create learning solutions for new members

- Facilitate the review/approval process required for all documents. Reconcile all reviewer feedback and address all issues.

- Create and oversee execution of project plan(s).

- Participates on project teams; leads assigned projects.

- Drive quality standards through review of project documents, design, deliverables, final deliverables

- Surfaces process improvement opportunities

- Ensures compliance

Stakeholder Management:

- Build good working relationships with stakeholders in the business and IT organizations

- Communicate effectively to all stakeholders on progress of work

- Provide training or knowledge transfer to end users and other stakeholders as required

- Expertise in multiple data and end-2-end processes.

People Management and Development:

- Recruits, develops, and retains a strategic and operationally capable workforce skilled and knowledgeable in required technologies and data governance

- Effectively creates and manages an agile organization that continuously meets the needs of a changing portfolio.

- Builds an organizational culture aligned with Team - inclusion, innovation, acceleration, delivery, integrity, excellence, and respect for people.

- Develops staff who demonstrate expertise, strategic thinking, project management, and cross-functional leadership.

- Provide input on employee development, talent assessment, and succession planning activities.

- Develops an organizational talent base that demonstrates judgment-based decision making.

- Provides guidance, training, and supervision to personnel.

- Appropriately manage the workload of direct reports; monitor project timelines and quality and communicate priorities to direct reports.

- Provide technical support and guidance to direct reports as needed.

- Evaluates performance by reviewing documents and attending writing team meetings and recommends developmental actions for all assigned staff.

- Ensure all direct reports are compliant with company policies, procedures, and regulations.

Minimum Qualification Requirements:

- Bachelor's Degree (preferably in Computers, Engineering background) with 8+ years of experience in Data Governance, Data Stewardship, Data Privacy, Global Customer Operations

- Knowledge and use of a variety of analysis tools (e.g. Excel, SQL) and understanding of best situations to use specific tools

- Ensure compliance with company policies and any applicable state and federal laws and regulations

- User / Data management, e.g. data loading/extraction, database administration, data interfaces

- Accountable with a passion for delivering results and a superior customer experience

- Experience with Salesforce.com or Veeva CRM systems, Oracle, Business reporting and analysis delivery

- Expertise in writing and debugging efficient SQL queries

- Ability to quickly analyze upstream and downstream impact for system changes

Other Information/Additional Preferences:

- Strong interpersonal, communication and analytical skills

- Works well in a team environment and on own initiative

- Some Project leadership / management experience

- Experience in a commercial, sales or marketing team

- Speak and write fluent English, other languages an asset

- Experience of working effectively in cross-functional teams

- Good knowledge of pharmaceutical data and business rules