**Summary**:
The Associate E2E Process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, site onboarding, billing/invoicing processes and logistics, GPS, and systematizing updates to customers. They will also assist with customer related inquiries as needed.
**About the Role**:
Provide support, manage day-to-day operational processes mentioned above as well as ad hoc support for reporting, data reconciliation, and other order support as required.
- Complete manual data entry
- Support select process improvement activities associated with customer service operations
- As applicable, raise innovative ideas and help drive improved efficiency and effectiveness.
- Assist with customer related inquiries based on customer needs/demand
- 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
- Assist in the creation of team documentation, including ‘cheat sheets’
- This position will require holiday support for CS team
**Adecuado Background**
**Education**:Bachelor's degree required
**Languages**:Fluent English, other languages desirable
**Experience**:
- 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing,



customer and patient services
- 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
- Experience with systems enabling program end-to-end program operations, including but not limited to customer-facing digital portals, internal case management platforms as well as production planning and financial billing/invoicing tools
- Proficient in PowerPoint and Excel, and telephony
- Potential Shifts: 6am-2:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pm
- Oncology experience preferred
**Leadership Competencies**
- Problem solving
- Customer/patient-centric mindset
- Strong written and verbal communication skills
- Understanding of computer systems and platforms which are used to support customer/patient services operations
**Location**:
- Mexico City NOCC, (Hybrid working model)
- No travel required
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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