Job Description
<b>Job Description Summary</b>This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.The role of the Manager, Performance Excellence Operations is end-to-end management of key operations people, technology and operations processes within the Performance Excellence (PE) Center of Excellence (COE). Performance Excellence is an internal support team, and your role helps to enable and ensure our enterprise work is done efficiently and measurably aligned with KPIs, business goals and objectives. Internal Operations Support manages operations including the quality monitoring evaluation and scorecard tools, program data analysis, reports and assessment of internal quality control. This role is the point-of-contact for management of the Performance Excellence operations functions across our global teams located in the US (East Hanover NJ, Tempe AZ), Mexico City MX and Hyderabad, India.<br>This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.<br> <b>Job Description</b><b>Key Responsibilities: </b><ul><li>Maintains work effort models by conducting, documenting, analyzing, and reporting on internal reviews and examination of the team's performance</li><li>Works as an integral part of the PE team to provide support for user performance measurement. This includes but is not limited to quality monitoring systems, data and analytics tools</li><li>Designs and maintains internal review scorecards, methods for tracking results, and trends</li><li>Responsible for process documentation and development of knowledge assets to support end user education and performance proficiency</li><li>Collaborates within the Performance Excellence team and demonstrates a service mindset to analyze, document, and deliver data and reports</li><li>Consults with NPS Centers of Excellence, including, but not limited to, Data Insights & Analytics, Launch and Operations Excellence, internal NPS contact center business operations leads, Change Control Review Board (CCRB) in support of PE operations, launches and change management initiatives. </li><li>Participates in daily/weekly calls as necessary within PE leads to be operationally up to speed on all internal contact center projects, process issues with program management and business operations.</li><li>Assess PE operations to ensure business objectives are being met and evaluates performance against these objectives focused on delivering measurable efficiency.</li><li>Understands key operational and program data and reports; uses Data Insights dashboards and other PE tracking and measurement tools them to ensure business efficiency to manage overall program performance.</li></ul><b>Essential Requirements: </b><ul><li><b>Education: </b>Bachelor's degree required</li><li>3-5 years background in patient services or similar (customer service operations, patient care coordination, quality monitoring of calls, performance scorecard design and results analysis)</li><li>Operations management experience with a history of supporting change from an entrepreneurial to enterprise operations focus.</li><li>Good communication skills that enable team collaboration and performance outcomes</li><li>Ability to develop, apply and present on operations results, Ways of Working and other initiatives.</li></ul><b>Desirable Requirements: </b><ul><li>Knowledge of performance management scoring and evaluations and/or customer service company business models</li><li>In-depth knowledge and understanding of patient services challenges and opportunities.</li></ul><b>Commitment to Diversity & Inclusion: </b>Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the pati