Manager, Operational Controls
N
NovartisHealthcare, Life Sciences
This position can be based remotely anywhere in the U.S.Full-TimeManager
SalaryUSD 114100 - 211900 / year
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Job Details
- Languages
- Bilingual Spanish/English proficiency
- Experience
- 3+ years
- Required Skills
- SalesforceOperations ManagementMicrosoft OfficeComplianceQuality Assurance
Requirements
- Bachelor’s Degree required.
- 3+ years of experience leading operational, quality, audit, or monitoring teams in a complex environment.
- Experience in patient services or similar environments, including specialty pharmacy distribution and managed care.
- Demonstrated people leadership, coaching, and performance management capability.
- Experience operating within regulated and/or risk-based frameworks.
- Bilingual Spanish/English proficiency with strong reading, writing, and spoken skills.
- Highly proficient in MS Office tools, quality monitoring and contact center results analysis.
- Experience working with systems such as Salesforce, Verint, Genesys, Five9, and other quality monitoring systems.
Responsibilities
- Manage day-to-day execution of operational control monitoring across assigned teams and programs.
- Ensure monitoring adheres to approved frameworks, scoring logic, definitions, standard work, and calibration routines.
- Manage monitoring volume, cadence, and depth based on operational risk, channel, and lifecycle stage.
- Directly manage and develop Operational Controls Analysts through performance standards, coaching, and skill development.
- Conduct first-level quality checks and prepare escalation inputs for governance forums and partner teams.
- Enforce clear boundaries between monitoring, remediation, coaching, and training.
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