Head of Business Operations & Execution

Business Excellence & Execution

• Develops and implements of robust execution approaches and action plans for Salesforce Excellence and Effectiveness
• Identifies opportunities and development of action plans and execution that will increase overall effectiveness and efficiency of the organization
• Enables of all Sales, Access and MSL teams with tailored information, systems, training and tools to optimise their activities and business (e.g., best-in-class educational curriculums/ trainings & tools for customer-facing and customer operations roles.
• Drives operations, ensures implementation, and follow up of commercial execution   initiatives to achieve best possible outcomes meeting customer and patient needs. Manage budget process and monitor execution.
• Leads and designs an organization-wide learning and capability building programs for sales making sure proper skills and capabilities for long-term business success exist.
• Ensures consistent measurement and mhonitoring (metrics, KPIs, etc) of external competitiveness and execution (e.g., benchmarks against competitors, audits such as STEM, IMS and ATUs, market share progression, NRx/TRx tracking etc)
• Deploys and follows up on processes across TA’s ensuring compliance and the implementation of business Rules/Processes & Practices for correct Customer Data Management CRM

Customer Engagement & Solution (Data & Digital)

• Develops multichannel digital strategy and solutions to enhance customer engagement as well as strengthens digital capabilities
• Ensures capabilities and toolsets to enable data-driven decision making across business including the measurement of customer engagement and experience
• Drive Customer engagement Performance: - Quantity & Productivity (of targeted customer engagement - Quality & Mix (impact on business and voice of customer 'VOC') to support the in-market performance of priority brands
• Adopts and implements Global /IM solutions to local customer engagement needs, and actively promotes best practice sharing across the enterprise
• Drives effective localization of global digital platforms to develop and implement fit-for-purpose digital solutions to maximize the number of patients and benefits/outcomes for our priority brands and disease areas
• Leads implementation of digital/technology/AI solutions to continuously improve the standard solution portfolio to enable priority brand teams to increase customer engagement and market share
• Serves as a thought leader and advisor identifying trends, customer solutions, participating in industry forums and events, and evaluating competitive offerings in the market to enhance customer engagement and satisfaction.
• Has and maintains a strong external network of digital and AI solution providers, technologic innovators and business experts to position Novartis as tech-savvy healthcare system partner and identifies early opportunities in fast evolving digital healthcare arena
• Align risk assessment & management and ensure compliance

Ethics and Compliance

• Contribute proactively to build a credible image and positive reputation for Novartis
• Work within any given legal framework, Novartis Ethics and Compliance policies
• Work to ensure a diverse and inclusive environment, free from all forms of discrimination and harassment.

Drive the spirit of “ONE Team” across all functions (TA first) by supporting a team approach to focus on our patients, payers and customers as our top priorities.

Key Performance Indicators:

Business Excellence & Execution

• Performance on productivity & competitiveness, measured against internal goals and external benchmarks
• Impact of learning and Capability programs, measured through launch effectiveness and business growth
• Manage risk, compliance and controls environment, measured through internal & external audit

Customer Engagement & Solution (Data & Digital)

• Innovative solutions implemented to enhance commercials metric’s/KPI’s and meet revenue growth goals.
• Per-ex field execution KPIs set by the Region for all FF to achieve

People, Capabilities, and Management:

• Talent Acquisition & Talent development: succession planning, Hi-Po retention and development plans, talent export
• Code of conduct: compliance

Education

• University degree in bioscience or business
• Advanced degree in bioscience, medicine, business, and/or management

Language

 Chinese Mandarin & English required

Experience

• Extensive (>12) years’ experience in leadership positions within the pharmaceutical industry
• Extremely well-developed understanding of country regulatory and market environments
• Proven understanding of product launch and product commercialization processes
• Expertise in Customer Engagement business processes and platforms
• Good understanding of digital trends & solutions, technology platform and products
• Significant leadership experience, and proven ability to manage, team with, and motivate associates of widely varying backgrounds across a dispersed and matrixed organization
• Proven ability and experience of risk management
• Strong results orientation, and willingness to have extensive involvement in day-to-day operations
• Business partnership, multi-stakeholder collaboration and influencing across matrix