AD, Performance Excellence Internal Operations

Key Responsibilities:

• Ensure day to day operational targets are met for the internal Performance Excellence team and the internal contact centers we support. This may include service levels, management of workload and overseeing PE managers to ensure internal performance metrics are defined, are competitive and support efficient, high quality completion for our programs.
• Provide leadership, mentoring, supervision, and oversight for assigned team members.
• Oversee developmental activities and implementation of new PE processes, quality monitoring tools and reports for the programs we support.
• Overall responsibility for team hiring, training and performance management.
• Oversee the development and ongoing compliance with appropriate SOPs and Quality Standards parameters for internal contact center operations.

• Interface with IT staff to ensure adequate selection and implementation of quality monitoring system, telephony and database support.
• Regular team auditing and review for compliance with KPIs, SLAs, and Novartis policies
• This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Essential Requirements:

• Education: Bachelor’s Degree required. MBA or other graduate degree a plus
• 6-8 years experience in contact center quality monitoring operations and technology.
• History developing performance management scorecards, processes and end user technology requirements.
• Patient services or similar (including specialty pharmacy distribution & capabilities, patient care coordination, operational workflows, and managed care knowledge)
• Operations and process management experience with a history of supporting change from an entrepreneurial to enterprise operations focus.
• Good communication skills that enable team collaboration and performance outcomes
• Ability to develop, apply and present on processes, Ways of Working and other initiatives.
• Highly proficient in MS Office tools, quality monitoring and contact center results analysis, reporting. Experience working with Verint, Five9 and other quality monitoring systems; AI solution experience a plus.
• History of effectively leading and managing teams

Desirable Requirements:

• Knowledge of specialty product distribution and/or service company business models
• In-depth knowledge and understanding of patient services challenges and opportunities
• Six Sigma certification

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

The pay range for this position at commencement of employment is expected to be between $126,000 and $234,000 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.