Requisition ID: BUS003437 The Associate Director, BSC Operations, will ensure standardized approach for customer relationship management, transition of work into and from the BSC. This position will work in close alignment with the Global Process Owners and Finance leaders, and its BSC Operations peers in the other BSC's within MSD. For this purpose, this position will be required to identify, develop and implement best practices around these topics in support of the BSC to deliver seamless execution and value:add business support.
Responsibilities
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Manage and coordinate future transitions to the BSC including, due diligence work, development of detailed transition plans for knowledge capture.
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Lead all communications related to transition work to the BSC's within GBS and our stakeholders to align expectations, manage risk and coordinate efforts.
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Ensure each transition is consistently executed according to global standards
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Lead implementation of site:wide Business Continuity Plan, as well as coordinate efforts across MSD BSC and BPOs
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Manage sitewide headcount in the operations, track efficiency commitments, and business cases
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Develop and deploys customer relationship management strategy and service culture, through definition of the cultural, process, systems, and communication methodologies
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Manage issue logs, escalations related to the operation to ensure each item is resolved in a timely manner and that solutions are effective and sustainable
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Serve as a liaison between BPO and operations to manage service governance
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Lead center performance reporting reviews with stakeholders and within GBS
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Responsible for staff and stakeholder communications
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Coordinate site wide staff engagement activities to enhance talent retention and adoption of MSD culture and values
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Coordinate Up:skilling focused sitewide trainings and management of our skill set inventory Qualifications
Education
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Undergraduate degree in Finance, Accounting, Business Administration or Industrial Engineering
Required Experience
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Minimum 3 years of professional experience in Shared Service Center experience in similar roles
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Demonstrated success collaborating regionally/globally with Process Owners and implementation teams
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Demonstrating success in positions involving influence and interaction with other departments and interaction with external stakeholders
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Required Skills and Capabilities
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Ability to understand needs from various internal stakeholders at a regional and country level, and to develop strategies based on such insights and needs
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Strong understanding of the regulatory and compliance guidelines relevant to the pharmaceutical industry
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Adaptability and flexibility to switch between projects and priorities if necessary
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Strong, communication, interpersonal and teaching skills, and ability to interact constructively with all functions and management levels
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Strong business acumen
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10 travel required
Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Our Company's benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.
Job: Business Consulting
Other Locations:
Employee Status: Regular
Travel:
Number of Openings: 1
Shift (if applicable):
Hazardous Materials:
Company Trade Name: MSD
