Leader of Customer Operations Excellence

Primary Purpose of Job (Job Summary)

The Customer Operations Excellence team in China is being established to provide centralized administration essential for healthcare professional (HCP) and external expert (EE) engagement, facilitating the execution of external engagement initiatives. The leader of Customer Operations Excellence is accountable for overseeing the implementation of HCP Engagement Processes, which include:

1. Cross-functional operational workflows.
2. Leveraging systems, tools, and methodologies to ensure effective, consistent, and compliant execution of HCP engagement activities across GSK's operations in China.
3. Supporting both internal and outsourced shared services to manage and deliver HCP Engagement activities.
4. Assisting the business operation steering committee in governing all commercial activities, ensuring consistency in decision-making regarding paid speaker programs, third-party sponsorships, healthcare training (HT), and meal processes in China, adhering to global policies while implementing appropriate risk monitoring and controls for new third parties involved in HSS/PSP/DAP/CME activities, to effectively manage and mitigate any significant or potential third-party risks associated with these activities.

Principal Roles & Responsibilities

Utilizing existing systems, tools, and methodologies to enable effective, consistent, and compliant delivery of HCP Engagement activities in China, including:

• Ensuring the maintenance of GSK Pharmaceuticals systems, tools, and resources to facilitate the delivery of HCP Engagement activities.
• Enhancing existing processes to support ongoing business needs, ensuring that both systems and processes remain suitable for purpose amidst changing internal and external environments.
• Evaluating and maintaining specific content for the Medical and Commercial ways of working portal.
• Defining and implementing quality monitoring frameworks to assure senior management of the delivery of HCP Engagement activities in compliance with required standards.

Supporting specific core HCP Engagement processes for China, responsibilities include:

• Maintaining core HCP/EE Engagement processes tailored to enterprise requirements.
• Delivering operational support services for specific HCP engagement programs in China.
• Communicating and contracting with HCPs regarding the engagement program.
• Ensuring documentation compliance and retention to required standards.
• Providing tools, templates, and systems to facilitate process delivery to required standards.
• Collecting and monitoring performance metrics and KPIs.
• Fostering a culture of continuous process improvement through regular end-to-end process reviews.
• Contributing to the design of appropriate training programs and materials to support staff training needs (e.g., e-learning modules, process micro-sites, checklists).
• Assisting in the delivery of level 1 quality frameworks and supporting audits.

Supporting internal and outsourced shared services in managing and delivering HCP Engagement activities, responsibilities include:

• Monitoring service parameters including deliverables, timelines, quality, and cost.
• Ensuring service delivery aligns with agreed standards.
• Assisting in the review and continuous improvement of services to meet business and customer needs.

Supporting the business operation steering committee in governing all commercial activities, ensuring consistency in decision-making regarding HCPE events, third-party sponsorships, HT, and meal processes in China, adhering to global policies while implementing appropriate risk monitoring and controls for new third parties involved in HSS/PSP/DAP/CME activities, to effectively manage and mitigate any significant or potential third-party risks associated with these activities, including:

• Developing the commercial activities and HCO governance end-to-end framework and processes.
• Periodically planning and organizing business operation committee meetings based on the established processes.
• Collecting business requirements within the steering committee's scope, reviewing application materials prepared, and submitting them for committee endorsement.
• Communicating committee approval results promptly to relevant teams to ensure efficient engagement execution.

Basic Qualifications:

We seek professionals with the following essential skills to achieve our objectives:

Education/Qualifications

• Tertiary education qualifications, preferably in Life Sciences, Pharmacy, Business Administration, or Finance.
• Proficient communication skills in Mandarin are essential; proficiency in English is advantageous (both oral and written).
• Bachelor’s degree or higher.

Leadership Competencies

• Self-motivated and capable of working as part of a highly matrixed team.
• Strong communication and influencing skills.
• Ability to collaborate effectively with stakeholders across multiple functions and geographies (both internal and external).
• Familiarity with GSK's leadership development framework.

Job Required Competencies

• Experience working with HCPs, external experts, the pharmaceutical industry, or in hospital settings is advantageous.
• Knowledge of accounts payable processes.
• Strong analytical skills.
• Exposure to portfolio or project management.

Why GSK?

Uniting science, technology, and talent to advance health together.

GSK is a global biopharmaceutical company with a unique purpose – to unite science, technology, and talent to advance health together, positively impacting the health of billions and delivering sustainable shareholder returns. We prevent and treat diseases through vaccines, specialty, and general medicines, focusing on the science of the immune system and utilizing new platforms and data technologies, investing in four core therapeutic areas: infectious diseases, HIV, respiratory/immunology, and oncology.

Our success relies entirely on our people. While advancing health together reflects our ambition for patients and shareholders, it also signifies our commitment to making GSK a place where individuals can thrive. We aspire for GSK to be an environment where everyone feels inspired, valued, and included, where they can continue to grow and prioritize their well-being. If you share our ambition, we invite you to join us on this exciting journey towards achieving our goals together.

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