Job Description (Posting)

Overall Responsibilities• Lead in market squad activities, track status, monitor and mitigate risks and triage and address local queries; track project KPIs / benefits• First point of contact for in market squad decisions, issues management and/or escalations as required• Market stakeholder engagement and management• Co-ordinate and prepare materials/status updates for sponsor and advisory, PMO meetings• Identify and leverage interdependencies and integration opportunities; share best practice and learning in market, regionally and cross-program
Must Have Skills:• Strong project management skills; managing complex projects in cross functional environment• Ability to drive collaboration and foster highly productive, functional relationships• Demonstrates agility and ability to drive program completion in expedited timelines through strong project management, planning and prioritization skills and an eye on continuous improvement• Problem solver, organized and detail oriented with the ability to handle competing priorities and work well under pressure• A keen focus on robust governance; comfortable to monitor, track and report progress against operational priorities with relevant partners (business, comms, training, digital) and hold peers accountable against responsibilities and deliverables.• Global experience in working with different markets that span various cultures, languages, and time zones• High IT literacy (tec savvy)/numeric skills• Good written and communication skills• Experience of working in virtual team• Self-motivator/team player
Desired:• Experience in pharmaceutical sector• As general principle, each resource must be fluent in English + local language for Anchor markets• In Agile/Efficient markets, English is mostly sufficient. If the cluster markets have common local language, then it would be highly preferred option (i.e., Spanish in LATAM, Russian in EEU etc.)• Agile learning and working practices (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Qualification

B Tech

Skill (Primary)

DWP-FSS-Desk Side Services