Head of Customer Engagement Operations

6 days ago

Huang Pu Qu, China 1215 GlaxoSmithKline (China) Investment Co Ltd Full time

Primary Purpose of Job (Job Summary)

The Customer Operations Excellence team in China is being established to deliver centralized administration necessary for healthcare professional (HCP) and external expert (EE) engagement. The role of the Customer Operations Excellence Leader encompasses the facilitation of HCP Engagement Processes, which include:

  1. Overseeing cross-functional operational workflows.
  2. Leveraging systems, tools, and methodologies to ensure effective, consistent, and compliant execution of HCP engagement initiatives across GSK's operations in China.
  3. Supporting both internal and outsourced shared services in managing and executing HCP Engagement activities.
  4. Assisting the business operations steering committee in regulating all commercial activities, ensuring consistency in decision-making regarding paid speaker programs, third-party sponsorships, healthcare transformation (HT), and meal processes in accordance with global policies, while implementing appropriate risk monitoring and controls for new third-party engagements involved in HSS/PSP/DAP/CME activities.

Principal Roles & Responsibilities

The role requires utilizing existing systems and tools to facilitate effective, consistent, and compliant delivery of HCP Engagement activities in China, including:

  • Maintaining GSK Pharmaceuticals systems, tools, and resources to support HCP Engagement activities.
  • Enhancing current processes to ensure they remain suitable in a dynamic internal and external environment.
  • Evaluating and updating content for the Medical and Commercial operational portal.
  • Establishing and implementing quality monitoring frameworks to assure senior management of the compliance and effectiveness of HCP Engagement activities.

Specific responsibilities include:

  • Managing core HCP/EE Engagement processes tailored to enterprise requirements.
  • Delivering operational support services for HCP engagement programs in China.
  • Engaging with HCPs regarding the HCP engagement initiatives.
  • Ensuring documentation compliance and retention meet required standards.
  • Providing necessary tools, templates, and systems to facilitate process delivery.
  • Compiling and tracking performance metrics and key performance indicators (KPIs).
  • Fostering a culture of continuous improvement through regular reviews of end-to-end processes.
  • Contributing to the design of training programs and materials to meet staff training needs.
  • Supporting the implementation of quality frameworks and audit preparations.

The role also involves supporting both internal and outsourced shared services in managing HCP Engagement activities, including:

  • Monitoring service parameters such as deliverables, timelines, quality, and costs.
  • Ensuring services are delivered according to established standards.
  • Assisting in the ongoing review and enhancement of services to align with business and customer needs.

Basic Qualifications:

We seek professionals with the following qualifications:

  • Tertiary education in fields such as Life Sciences, Pharmacy, Business Administration, or Finance.
  • Proficient communication skills in Mandarin; proficiency in English is advantageous.
  • Bachelor’s degree or higher.

Leadership Competencies:

  • Self-motivated and able to work effectively within a highly matrixed team.
  • Strong communication and influencing skills.
  • Ability to collaborate effectively with stakeholders across various functions and regions.

Job Required Competencies:

  • Experience in working with HCPs, external experts, or within the pharmaceutical industry is beneficial.
  • Knowledge of accounts payable processes.
  • Strong analytical skills.
  • Familiarity with portfolio or project management.

Why GSK?

GSK is a global biopharmaceutical company committed to uniting science, technology, and talent to advance healthcare. We focus on preventing and treating diseases through vaccines and medicines, with an emphasis on the immune system and innovative technologies. Our success is driven by our people, and we strive to create an environment where everyone can thrive, feel valued, and grow.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or agencies regarding vacancies posted on this site. All agencies must contact GSK's procurement or human resources department for prior written authorization before referring candidates.

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