Operations Service Manager
2 months ago
* this is a full time permanent opportunity *
** the ideal candidate will be based out of the GTA, ON**
Job Title: Operations Service Manager
Location: GSK Office: 100 Milverton Drive, Mississauga, Ontario
About Us:
At GlaxoSmithKline (GSK), we are driven by passion and purpose to help people do more, feel better and live longer. Our dedication to improving global health through innovative medicines, vaccines, and consumer healthcare products is unwavering. We are currently seeking a motivated and experienced Operations Service Manager to join our dynamic team.
Job Purpose:
The Operations Service Manager will be a pivotal role in ensuring that our service operations are executed with high efficiency and to the utmost satisfaction of our customers, (internal and external stakeholder). This individual will be responsible for overseeing enterprise VEM/iHub updates, system issues or upgrades, and the overall relationship management with the Hub on agreed deliverables. The role will also encompass management of the Apollo system training in coordination with Selling Excellence, communication strategies written by OpEx, and ensuring deliverables are met by the EEE organization.
Key Responsibilities:
- Serve as the primary point of contact for any enterprise VEM/iHub updates, system issues, or upgrades, related to Canada.
- Facilitate and coordinate future enterprise Apollo training sessions and push for adoption within Selling Excellence, as necessary.
- Develop and send communications regarding system updates through OpEx.
- Oversee and maintain the Hub relationship, ensuring all agreed deliverables are met.
- Hold EEE accountable for deliverables and track their performance effectively.
- Lead service delivery initiatives, maintaining a high level of customer satisfaction.
- Build and nurture solid customer relationships, providing personalized solutions to meet their needs.
- Manage and execute project management duties, with an approximate distribution of 60% day-to-day operations and 30% project development.
- Develop and implement strategies to enhance customer experience and meet service objectives.
- Monitor service metrics, analyze customer feedback, and implement corrective actions for service improvement.
- Foster a high-performance culture and promote cross-functional accountability.
- Act as an escalation point for complex customer issues and resolve conflicts professionally.
- Instill a customer-centric culture within the team, focusing on empathy, professionalism, and effective problem-solving.
Why you?
Basic Qualifications:
- Bachelor’s degree in administration, management, or relevant field; or equivalent work experience.
- 3- 5 years of experience in service management or a related role.
- Proven track record in customer service excellence, complaint handling, budget management, and marketing tactics.
- Strong communication and interpersonal skills for building and maintaining relationships.
- Detail-oriented with high accuracy in data analysis and reporting.
- Exceptional problem-solving and decision-making skills, with a customer-centric resolution approach.
- Commitment to delivering outstanding customer service and exceeding customer expectations.
- Experience with Veeva CRM or similar enterprise-level platforms.
How to Apply:
If you have a strategic mindset, leadership capabilities, and a zeal for delivering smooth customer experiences, please submit your resume along with a cover letter detailing your suitability for the role.
GSK is an equal opportunity employer, and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We look forward to your application and the opportunity to discuss how you can contribute to the success of GSK.
#LI-GSK
Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
Important notice to Employment businesses/ Agencies
GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK.
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