Job Description Summary This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require travel as defined by the business (domestic and/or international). Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you. The Associate Director, NPS Performance Excellence is responsible for managing the people, processes and tools that deliver outstanding Contact Center performance. You will manage a team of analysts assigned to support the Patient Support Center (PSC). Your team is responsible for performance evaluation and coaching the customer facing PSC role’s use of approved talking points, FAQs, knowledge articles, process, procedure and CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels. Job Description Key Responsibilities: Meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching. Coordinate and lead work for management of performance issues, escalations through to resolution, corrective and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates, working with the PSC and across NPS. Play an active role to maintain and build enterprise performance operations tools, methodologies, people and processes. Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners. Calculate, record and analyze call, case and agent performance data and report and present Key Performance Indicators (KPIs) to management and/or customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording, sentiment analysis. Routinely assess training compliance and intervene to address training compliance problems. Essential Requirements: Education: Bachelor’s Degree required. 5 years' experience in pharmaceutical hub, case, reimbursement and/or patient services operations. 5 years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives. A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching. Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles onboarding. Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization. Ability to work in a fast-paced team environment and handle multiple programs and tasks. Ability to analyze problems, identify alternative solutions and implement recommendations for resolution. Travel as required. Desirable Requirements: Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols and US Healthcare system processes. Omni channel experience supporting monitoring of voice calls, transcription recordings. Previous people leadership experience. Other Work Requirements: Ability to be flexible on schedule and hours (8:00 am – 5:00 pm EST, 9:00 am – 6:00 pm EST). May be required and scheduled to work on Novartis US holidays as determined by business need. Commitment to Diversity&Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. EEO Statement: The Novartis Group of Companies are Equal Opportunity Employers who are focused on building and advancing a culture of inclusion that values and celebrates individual differences, uniqueness, backgrounds and perspectives. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. Accessibility and reasonable accommodations: The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodationsnovartis.com or call 1(877)395-2339 and let us know the nature of your request and your contact information. Salary Range: $151,200.00 - $226,800.00 J-18808-Ljbffr