US-NJ, Associate Director Adherence Operations 220396BR-MZ
Associate Director Adherence Operations
US GEN MED
East Hanover, NJ
The Associate Director of Adherence Operations will be responsible for driving the overall execution and managing the ongoing operations of adherence programs across four franchises (CV/Resp, I&D, Neuroscience, Alcon). This role will also assist in the initial design and development of the adherence programs by providing valuable input based on his/her operational expertise. This individual will need to combine expertise in patient insights, customer segmentation research and disease specific patient journeys with a broad array of emerging technologies and customer channels to drive behavior modification around compliance and persistency. He/she will need to effectively manage multiple stakeholders including Hub/adherence and fulfillment vendors, various contractors and internal Novartis team members. He/she must effectively plan, organize and lead projects to deliver required quality business solutions within agreed timescales and budget, ensuring compliance at all times.
To be successful in this role, the Associate Director must effectively collaborate with multiple individuals within Marketing, Legal, DRA, Compliance, Data Analytics, Digital Medicines, Patient Services, Market Access, Government Pricing and vendor partners to operationalize, fulfill and track all programs.
Lead the overall governance process to manage adherence and associated fulfillment vendors, oversee quarterly business reviews, and ensure that effective day-to-day operational governance is in place
Ensure vendors operational model meets requirements as defined by IT security, Regulatory Audits and Novartis and Supplier agreed upon SOPs and Certifications
Ensure suppliers are educated on SOPs/ WPDs; monitor compliance and perform audits
Collaborate with Procurement on supplier management and establish/review/approve key contracts with external service providers
Collaborate with finance to establish and update the vendor pricing strategy
Translate adherence program design and strategy into business requirements and build effective programs that implement streamlined and efficient operational processes to provide seamless, best-in-class patient experience
Develop key metrics to assess value of adherence program and through analytics, measure success. Recommend changes based on results
Consult with Creative agencies and Brand team members to implement templated assets (e.g., approved sizes of DM and EM) for faster onboarding of new adherence initiatives
Execute adherence programs that offer high quality interactions with patients and customers
Enable cross divisional efforts through establishment of processes, vendors and capabilities to support a wide range of services and delivery channels based on the unique need of each division
Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP/ OMAP approval and FDA submissions.
Performance management and report against vendor KPIs, SLAs
Minimize manual processes
Demonstrates an understanding of how own projects can have impacts on other parts of the business
Develop key operational reports to monitor performance and drive continuous process improvements.
Implement best practices and continuous process improvements
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Fluent in English - written and spoken
5 years minimum, relevant experience
Ability to multi task and prioritize
Strong leadership, organizational, planning and interpersonal communication skills are required
Demonstrated ability to continually drive process improvements
Proven proficiency in the area of team work and team leadership
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