The psp excellence manager is responsible for ensuring governance, operational excellence, change management, and enhancement of the psp's customer experience.
about the role
the psp excellence manager is responsible for:
1. developing the framework (methodology & tools) to monitor & evaluate psp’s performance under biome’s scope to guarantee optimal quality of service & customer satisfaction.
2. ensuring operational efficiency and integrity of the data generated for strategic decision-making and incremental value generation & customer experience.
3. ensuring kpi compliance among psp owners and esps among the psps under biome's scope. Foster change management, data management, digitalization, reporting & training under psp governance framework.
4. establishing biome's pop governance & effective wow to ensure the "last mile" value delivery.
5. being a role model for leadership within & beyond business excellence & execution leveraging lveu inspiration.
skills required
mastered:
* patient journey & disease management literacy.
* ability to translate insights into strategic actions.
* cross-organizational collaboration & developed communication skills.
* project management
* performance management
* psp experience
* advanced process optimization
* pharma business acumen
* adaptability & resilience
* project or squad leadership
* business intelligence background
* medical excellence background
* design thinking / agile methodologies
experience
* at least 2 years experience as psp/dsp manager (or coordinator) developing, implementing, and monitoring these programs in strict adherence to applicable policies and regulations.
* or at least 2 years success in customer management and/or engagement roles in healthcare.
* or at least 2 years experience managing psp performance/excellence or similar roles.
why novartis
helping people with disease and their families takes more than science. It takes a community of passionate people like you. Join us to create a brighter future: https://www.novartis.com/about/strategy/people-and-culture
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