Business Manager

2 weeks ago

Whitby, Canada Thermo Fisher Scientific Full time

The Business Manager develops and manages the business relationship with commercial clients, through understanding the client’s organization and business needs, in order to maximize client service and satisfaction in the overall best interest of Patheon. The Business Manager is technically proficient with respect to client and business requirements and identifies solutions aligned with these requirements. The Business Manager builds a strong foundational business relationship with (key) business accounts to generate business growth through identifying and developing business opportunities, partnering with Sales, and the successful completion of Technology Transfers. The Business Manager serves as the liaison between Pharmaceutical Development Services (PDS) and Drug Product Services (DPS) management to oversee the introduction of new products from the PDS pipeline.

The scope of the position covers three major areas:

- Client Experience and Relationship Management
- Growth
- Technical Excellence

This is done with collaboration with others in the organization, including (depending on the site) Senior Business Manager, Business Management leadership, Business Development teams and/or Strategic Accounts and is active in supporting negotiations and network projects.

**Essential Functions**:
Client Experience and Relationship Management:

- Acts as the internal client advocate and leader of the business at the site, balancing and driving both the client’s and Patheon's requirements and priorities.
- Develops and manages the business relationship with existing accounts, through understanding the client’s organization and business needs in addition to understanding the Patheon network perspective related to the client's business to ensure overall approach is client versus site centric.
- Identifies the decision structure related to product supply and third-party manufacturing and develops an understanding for execution and implementation of supply agreements while ensuring the business framework (forecasts, order horizon, communications, etc.) is optimized.
- Ensures that expected service levels are being provided and that required planning and technical information is being exchanged appropriately between organizations, through the coordination of information flow, with regard to client’s requirements.
- Leads’ engagement of the Voice of Customer (VOC) program and/or other client service measurements, develops action plans and manages escalation process.
- Ensures resolution of significant issues with the client through coordination and collaboration of internal functional resources to identify, propose and carry out an efficient plan to settle the issue, while protecting Patheon interests and image.
- Facilitates regular and ad hoc teleconferences and Business Review meetings.
- Ensures client and Patheon are operating in compliance with MSA (Manufacturing Supply Agreement).

Quotations and Supply Agreements:

- Understands quotations process.
- Prepares and submits commercial services proposals to customers.
- Represents DPS site interests in negotiations of technology transfer and manufacturing supply agreements.
- Coordinates the generation of quality agreements and assesses their commercial impact.
- Completes commercial assessments and generates and negotiates quotations for technical changes and in response to customer requests for additional services.

New Business Development:

- Leverages relationship with existing customers to find opportunities.
- Partners with Sales to identify, assess and implement new business opportunities related to existing clients.
- Facilitates effective internal communication of new project requirements, organizes and manages customer site visits, and promotes Patheon and site capabilities.

Technical Excellence:

- Oversees’ technology transfer projects, in collaboration with TTPM, to ensure 100% on-time launches.
- Participates in Technology Transfer project team responsible for commercial aspects of the business.
- Works closely with project managers to assume control of tech transfer projects upon validation.
- Assesses ongoing business and provides technical solutions to the client to address process robustness or business challenges.
- Contributes to the identification and implementation of new initiatives with tools within Lean and Six Sigma, Operational Excellence methods.
- Participates in projects including representing Business Management as a member of process improvement and capital project teams.
- Assumes ownership of site projects relating to the customer (e.g., purchasing or pricing initiatives, task forces) and follows through to completion.

Financial and Forecast Management:

- Ensures client’s forecasts are represented accurately in S&OP process and are posted into 3-year planning model.
- Assists in development of annual commercial revenue budget.
- Seeks to understand changes, risks, and opportunities to demand forecasts by exploring ma

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