Customer Operation Excellence Leader

7 months ago

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

Primary Purpose of Job (Job Summary) 主要工作目标（岗位简介）

The China Customer Operation excellence is being set up with the objective to provide centralized administration required for HCP / EE engagement in China, supporting the delivery of external engagement program. The Customer Operation Excellence lead has responsibility for supporting the delivery of HCP Engagement Processes, including 1. Cross Functional operational processes. 2. Utilize systems, tools, and ways of working to enable effective, consistent, and compliant delivery of HCP engagement activities across the GSK businesses in China 3. Support internal and outsourced shared services to support the management and delivery of HCP Engagement activities.4. Support business operation steerco committee to govern all commercial activities and ensure its consistency in decision making for paid speaker program, the Third Party Sponsorship, HT and Gmeal process and execution in China based on global policy and also place appropriate risk monitoring and control to New Third Party that involved in HSS/PSP/DAP/CME actives, to further manage and mitigate any substantial or potential Third Party risk of above-mentioned activities

Principle Roles & Responsibilities / Accountabilities 主要职责/责任

Utilizing existing systems tools and ways of working to enable effective, consistent and compliant delivery of HCP Engagement activities in China These include (in conjunction with HCP Engagement Manager):

Ensures maintenance of GSK Pharmaceuticals systems, tools and resources to enable delivery of HCP Engagement activities. Maintaining and enhancing existing process to support the continued business, ensuring that both system and process remain fit for purpose within a changing external and internal environment. Evaluating and maintaining specific content for the Medical and Commercial ways of working portal. Defining and implementation of quality monitoring frameworks to assure senior management of the delivery of HCP Engagement activities in accordance with required standards.

Support specific core HCP Engagement processes for China. Responsibilities include:

Maintain specific core HCP/EE Engagement processes specific to enterprise HCP/EE requirements. Delivery of operational support services to support specific HCP engagement program for China activity. Communicating and contracting with HCP on the HCP engagement program for China Maintain documentation compliance and retention to required standards Providing tools, templates, systems to enable delivery of process to required standards. Collating and monitoring of performance metrics/KPIs. Supporting a culture of continuous process improvements through regular end to end process reviews, Provide input into the design of appropriate training program and materials to support all staff training needs (e.g. e-learning modules, ways of working Navigator pages, process micro-sites, process flows, checklists). Assisting in the delivery of level 1 quality framework (checklists for SOE) and support of audits

Support internal and outsourced shared services in the management and delivery of HCP Engagement activities Responsibilities include:

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

Support business operation steerco committee to govern all commercial activities and ensure its consistency in decision making for HCPE event, the Third Party Sponsorship, HT and Gmeal process and execution in China based on global policy and also place appropriate risk monitoring and control to New Third Party that involved in HSS/PSP/DAP/CME actives, to further manage and mitigate any substantial or potential Third Party risk of above-mentioned activities

Develop the commercial activities and HCO governance E2E framework and process Based on the process, periodically plan and organize the business operation committee meeting Timely collect the business requirement in the steerco scope, check the application materials BO prepared and submit to the committee for review and endorsement Communicate timely the committee approval result with relevant team to ensure the engagement execution efficiently

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

Education/Qualifications 教育程度 / 所获资格证书

Tertiary education qualifications e.g. Science (Preferably Life Sciences/Pharmacy Degrees)/Business Administration/Finance Good communication skills in Mandarin is compulsory and English will be added advantage (both oral and written) Bachelor graduate or above.

Leadership Competencies 领导者胜任力

Self-motivated; works as part of a highly matrixed team. Communication and influencing Ability to work effectively with stakeholders across multiple functions) and geographies (internal and external) GSK leadership development framework

Job Required Competencies 岗位所需胜任力

Experience with working with HCPs / External Experts / Pharma Industry / Hospital experience will be an added advantage. Knowledge in accounts payable Analytical skills Exposure in portfolio/project management

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.


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GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK.

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