**Summary**:
**About the Role**:
**Major Accountabilities**
- Lead team (up to 8 people) located in Mexico City who will be responsible for directly interacting and supporting various cross functional Novartis internal teams, suppliers and stakeholders on key E2E programs and processes, understanding interconnectivity to support future optimizations
- Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs
- Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery
- Lead select automation activities to improve quality and drive team productivity - Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines
- Ability to work the scheduled work hours, which generally will be an 8-hour shift with two paid rest breaks and an unpaid lunch break
- This position will require holiday support for Customer Support (CS) team
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
**Adecuado Background**
**Education**: Bachelor's degree required; Master's degree a plus
**Languages**:Fluent English, other languages desirable
**Experience**:
- 2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding of customer and patient services
- 2+ years of customer service/support experience




- Change management and project management experience
- Ability to drive results and lead a team
- Ability to manage multiple projects and consistently meet deadlines
- Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
- Detail oriented problem solver who can make clear-headed decisions while under pressure
- Strong written and verbal skills; Spanish speaking a plus
- Proficient in Excel, and navigating systems related to product ordering and case management preferred
- Knowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principles
- Ability to work a flexible staggered schedule (early mornings/ later evenings)
- Oncology experience preferred
**Leadership Competencies**
- People management
- Relationship building
- Problem solving
- Customer/patient-centric mindset
- Strong written and verbal communication skills
**Location**:
- Mexico City NOCC
- International/Domestic travel may be required for training and business meetings
Division
US
Business Unit
Innovative Medicines
Location
Mexico
Site
INSURGENTES
Company / Legal Entity
MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.
Functional Area
Technical Operations
Job Type
Full time
Employment Type
Regular
Shift Work
No
**Accessibility and accommodation**:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

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