Gbs Process Solutions Operations Manager

2 weeks ago

Petaling Jaya, Malaysia AstraZeneca Full time

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development, and commercialisation of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energised and rewarded for their ideas and creativity.

In Global Business Services (GBS) we dare to change the way we work - we are brave, resilient and take smart risks with a focus on simplifying the way we work. Through our global scale and diverse services, we look to drive value through our innovation and expertise. This requires a team who see no boundaries, can collaborate and challenge the norm and feel empowered, motivated and engaged.

Our GBS Process Solutions service operates across all areas of the enterprise to identify areas of process inefficiency and ineffectiveness, and provide an end-to-end service from identification to solution delivery. We offer an exciting and evolving range of capabilities to unlock value; including Process Re-engineering, Process Mining, and under a team called the Robotic & Cognitive Centre (RCC), Robotic Process Automation (RPA), custom built apps & workflow using the Microsoft Power Platform, Python scripting and other emerging technology solutions as the team seeks to add further capabilities in the future.

To support the continued expansion of GBS Process Solutions (PS) we are now seeking an **Operations Manager**. This role will report to the **GBS PS Operations Lead** and be part of a small Operations Team, responsible for performance tracking & reporting, budget management, governance & methods, resource planning and key internal and external partner relationships. The Operations Manager will work across our global locations, supporting our team with standard and simplified ways of working and helping to ensure Process Solutions can deliver quality outcomes, financial value, and business efficiency.

**Main duties and responsibilities**
- Track and report on the PS opportunity pipeline, project delivery status & BAU performance, supporting the PS leadership with ad hoc analysis to support decision making and resource prioritisation.
- Track and report on total PS value targets including financial savings, time saved and internal cross-charges for delivered projects / solutions; maintain other GBS-led targets such as resource footprint ratios
- Support capacity planning and resource management across internal teams and 3rd parties.
- Support the Operations Lead in PS budget management and financial planning.
- Drive Continuous improvement within Operations and across PS, scaling the use of standardised, templated materials, process simplification & automation.
- Actively support the ongoing evolution of the PS Operating Model, Playbook and Standards Framework.
- Work with IT, Business quality and compliance teams to ensure that PS methods and tools continue to align to required standards.
- Support the definition and tracking of effective performance SLAs & KPIs, working with delivery partners to ensure effective service management, supporting the identification and investigation of problem areas, and driving root cause analysis where necessary
- Proactively manage PS wide risks and issues
- Monitor and report on customer satisfaction levels; collate and share insights with the wider team.
- Support the Operations Lead with other governance activities, and reporting within PS and to GBS

**Essential requirements**
- Bachelor’s degree or equivalent experience in a business operations or shared service function
- Financial / budget management and supplier management experience
- Strong analytical mindset with experience in defining & tracking KPIs and associated performance analytics. Basic knowledge of any data analysis/reporting software.
- An understanding of Agile delivery methodologies & tools (e.g., JIRA, Confluence)
- Excellent organizational skills with an ability to handle deadlines and multiple priorities
- Energetic and self-motivated with successful experience in a global team environment
- Willingness to undertake occasional domestic/international travel (as required)
- Oral and written fluency in Business English

**Desirable**:

- Understanding or interest in process optimisation technologies & techniques, including Lean 6 sigma, Robotic Process Automation, process mining, low code / no code tools.
- Experience of business intelligence tools (e.g., Power BI, Microstrategy etc)
- Pharmaceutical industry experience
- Experience in creation of project documentation and operational procedures

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