a global pharmaceutical company are currently recruiting for a Fluent Spanish speaking Customer Meeting Services Manger to join their team on a permanent basis.The Customer Meeting Services (CMS) team supports the organisations globally with meeting planning, oversight, execution and transfer of value (TOV) data collection to enable compliance with the EFPIA Disclosure Code.

 

Responsibilities

 

• Full responsibility and accountability for the management of a team including associates, analysts and senior analysts covering Spain and Portugal markets
• Ensuring all key performance metrics are achieved, and exceeded, and working closely with team members to address any underperformance
• Conducting regular performance reviews through 1:1’s, Mid-Year and End of Year Check-in’s
• Responsible for the ongoing coaching, training and development of the team
• Lead Stakeholder Management with corresponding manager in local affiliate, ensuring the organisations culture and approach is consistently excellent
• Maintain a high-performance culture through monitoring of Customer Satisfaction results and Service Level Agreements
• Ensuring Health Care Providers (HCP) Contracting to Payment and HCP Meeting Support processes are followed and that compliance and legal frameworks are adhered to
• Assigning day-to-day activities to the team and general team resource planning, managing absence, holidays etc
• Execution of internal controls and compliance measures and address any concerns
• Escalation point for operational issues for supported affiliates and HCP customers
• Lead and implement process improvement projects and optimization opportunities across CMS and the wider business
• Work closely with the other CMS Managers to ensure consistency in service delivery, share best practice and support the attainment of our core objectives

• Bachelors Degree, ideally within Business, Marketing, Accounting or related fields
• Fluent in Spanish and Portuguese Language would be an advantage, however not essential
• Strong Leadership skills and people management experience
• Extensive experience in coaching and developing a team of 10+ employees to succeed
• Experience of managing to multiple KPI’s, SLA’s and Customer Satisfaction Metrics
• Experience of leading a team across a multichannel customer service environment
• Experience of leading multilingual teams
• Experience of developing talent and succession planning
• Experience of Contracting and Payments activities in a similar industry would be an advantage
• Customer-centric focus with experience of delivering world-class service
• Excellent stakeholder management skills with the ability to form strong relationships with internal and external parties
• Experience working in fast-paced, dynamic and complex shared service center
• Experience of working within a regulated environment
• Experience of leading cross-functional projects and continuous improvement activities
• Self-motivated professional with excellent customer service and strong working/team building relationship skills
• Has the ability to influence and establish credibility, trust, and rapport with internal and external stakeholders and colleagues and is able to work as a member of a team
• Has the ability to recognize changing needs and pre-prioritize activities accordingly, is able to complete assigned projects and meet defined objectives and milestones
• Demonstrate strong interpersonal skills, written and oral communication skills