Business Excellence

6 days ago

Klang, Selangor, Malaysia Healthcare Businesswomen's Association Full time

Job Description Summary

Business Excellence & Execution Head is responsible for providing guidance and support to anticipate, identify, accelerate, and support the performance and implementation of new and competitive business models aimed to drive innovation that will shape the health care system enabling faster access to our portfolio, maximizing execution and business excellence.

Major Accountabilities:

Business Excellence & Operations

  1. Responsible for adopting, updating, and implementing new go-to-market strategies, with the aim to innovate, accelerate Patient Journey, and secure future competitive advantage.
  2. Drives adoption of innovative commercial models across the organization.
  3. Develops and implements robust execution approaches and action plans for Salesforce Excellence and Effectiveness.
  4. Identifies opportunities and develops action plans and execution that will increase overall effectiveness and efficiency of the organization.
  5. Enables all Sales, Access, and MSL teams with tailored information, systems, training, and tools to optimize their activities and business.
  6. Drives operations, ensures implementation, and follows up on commercial execution initiatives to achieve the best possible outcomes meeting customer and patient needs. Manages budget process and monitors execution.
  7. Leads and designs organization-wide learning and capability building programs (Marketing, Sales, Market Access & Medical) ensuring proper skills and capabilities for long-term business success.
  8. Ensures consistent measurement and monitoring (metrics, KPIs, etc.) of external competitiveness and execution.
  9. Deploys and follows up on processes across TA's ensuring compliance and the implementation of business rules/processes & practices for correct Customer Data Management CRM.

Customer Engagement & Solution (Data & Digital)

  1. Proactively identifies and adopts new customer solutions with an innovative and customer-in-mind set.
  2. Develops multichannel digital strategy and solutions to enhance customer engagement and strengthen digital capabilities.
  3. Ensures capabilities and toolsets to enable data-driven decision making across business including the measurement of customer engagement and experience.
  4. Drives Customer engagement Performance: Quantity & Productivity, Quality & Mix to support the in-market performance of priority brands.
  5. Adopts and implements Global/IM solutions to local customer needs and actively promotes best practice sharing across the enterprise.
  6. Drives effective localization of global digital platforms to develop and implement fit-for-purpose digital solutions.
  7. Leads implementation of digital/technology/AI solutions to continuously improve the standard solution portfolio.
  8. Serves as a thought leader and advisor identifying trends, customer solutions, and evaluating competitive offerings in the market.
  9. Maintains a strong external network of digital and AI solution providers to position Novartis as a tech-savvy healthcare system partner.

Healthcare Solutions

  1. Design and execute healthcare solutions to improve patient outcomes at scale in partnership with internal or external partners.
  2. Centralize planning and execution of marketing solutions to improve patient experience through existing and new patient support programs.
  3. Drive transformation agenda for IM Malaysia, including a portfolio of transformative solutions using AGILE methodology.
  4. Support a team approach to focus on our patients, payers, and customers as top priorities.

Key Performance Indicators:

  • Customer satisfaction and customer retention.
  • Accuracy of reporting-performance data, budgets, financial reporting.
  • Internal surveys-results in areas of operations, processes vs. benchmarks.

Minimum Requirements:

  • Work Experience:
    • Marketing in Healthcare / Pharma business.
    • Sales in Healthcare / Pharma / related business.
      • Languages:
        • English.
          • Skills Desired:
            • Calls Handling, Customer Retention, Customer Service, Data Analytics, Efficiency, Microsoft Access, Operations, Procurement, Promotion Marketing, Retail Loss Prevention, Sales, Sales Support, Sales Targets, Selling Skills, Technical Skills, Waterfall Model.
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