Director, Engagement Services

Director, Engagement ServicesAt AstraZeneca, we work together across global boundaries to make an impact and find answers to challenges. We do this with the utmost integrity even in the most difficult situations because we are committed to doing the right thing. We continuously forge partnerships that help pursue world-class medicines in new ways, combining our people’s exceptional skills with those of people from all over the globe.As the Director, Engagement Services, you will be a member of the Contract-to-Pay (C2P) Leadership team within the Global Business Services (GBS), GARS – Global Assurance & Reporting Services business unit, and will be accountable for service team management, services performance, service delivery and ongoing strategy for the C2P services team. You will be responsible for managing and leading the team, implementing the operating model, overseeing operations and adherence to process, handling related escalations, financials and human resources related activities. The incumbent will report to the Head, Global Contract-to-Pay.The incumbent will work closely with C2P team members, the business area, Compliance, Legal, Nominated Signatory, Medical Affairs and Commercial contacts to build a business area level network to drive adoption of and adherence to the global governance and operating platform. You will also model AstraZeneca’s high ethical standards as an advocate for compliance with AZ policies, standards, and operating procedures that govern engagements with EEs.What You'll Do:Oversee and manage the services team (those who lead and process HCP and Patient contracts for engagements)Oversee and monitor activities to ensure services function is fully operational and compliantEnsure creation and execution of a strategic plan for the Contract-to-Pay Services TeamConduct regular full services team operational meetings in partnership with the Regional Managers and Site Team Leads’ (STL), as relevantConduct skip level meetings with STL’s or their direct reports, as relevantServe as the point of contact for services related escalations and queriesResponsible for crafting the services team structure including roles and responsibilities, ensuring a career path is in place and fostering and supporting development opportunities for the team.Work in close partnership with the Business Partners, Tech Team, Change Management Team, Training Lead, QA/QC Manager and Strategic Performance and Operations team to ensure any new information is relayed appropriately to the services team and they are properly updated and/or trainedDefine SLA’s and KPI’s for services team and monitor metrics for performance of such team. Report such metrics on a monthly basis to Head of C2P, the business and the internal team, as necessaryEnsure adequate documentation is maintained to meet corporate standards of compliant record keepingProvide leadership to the team and foster a positive team cultureManage the performance assessment and career development of all direct reports and their staffPlan and manage the function’s operational budget, particularly with Out-sourced Providers (OSP’s)Own relationships with OSP’s including but not limited to SOW’s, onboarding, weekly operational meetings with internal teams and OSP point of contact, offboarding, timesheets approval, capacity and performance management, adherence to AZ values and policy and agreed SOWManage the services team distribution list ensuring it is kept up to date with new joiners and leaversLead and oversee the C2P Employee Forum or other designated Employee related initiatives related to the C2P Team.Support the Head of C2P in close collaboration with the C2P leadership team with a wide range of strategic activities essential to the team’s business outcomesCoordinates scorecard development, monitoring, metrics and reporting ensuring alignment with the C2P/GARS/GBS scorecard including KPI and SLA management and trackingPartners with the leadership team to develop the business plan and scorecard goals.  Tracks delivery, produces performance updates and reports on / communicates the scorecard to relevant stakeholders, including the services teamOversees the demand forecasting process in close collaboration with Business Partners, the Services Team and partners within the business to ensure services team is rightsized to meet business demandAccountable for team audit readiness inclusive of ensuring Regional Managers and Site Team Lead adherence to first line monitoring schedule in collaboration with QA/QC ManagerProvides oversight of onboarding and induction of new hires including trainingTake the lead on service team related presentations and present relevant content to stakeholders, as appropriate.Lead and manage internal and external services team resources including budget management, timesheet approvals, resource management, goal setting, talent and development opportunitiesProvide Head of C2P with monthly reports and service team updatesConduct quarterly and end of year performance reviews for direct reportsEssential RequirementsBachelor’s degree in a related field5+ years of experience in the biopharmaceutical industryStrong decision making and problem solving skillKnowledge of regulated healthcare environment including knowledge in industry regulationsKnowledge of process or business excellence with a strong strategic acumenExcellent planning and organization skills with demonstrated multi-tasking and project management skillsExperience leading organizations through cost optimization and strategic workforce planning activitiesBroad experience with a number of operational or general processesExperience of leading cross functional teams/people managementExperience in developing and mentoring peopleProgram and project management experienceBudget management experienceSolid presentation skillsPreferred Requirements7+ years of experience in the pharmaceutical industryDemonstrated expertise in end-to-end processes for managing contractual relationships between pharmaceutical companies and HCPsPrior experience in compliance, medical affairs, transparency reportingKnowledge of external regulations and guidelines (e.g., EFPIA, Open Payments)Next Steps – Apply today!To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience – it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.Find out more on Social Media:LinkedIn Facebook Instagram Date Posted27-Jan-2023Closing Date09-Feb-2023AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law. SummaryLocation: US - Wilmington - DE; Poland - Warsaw; US - Gaithersburg - MDType: Full time