In this vital role, you will own and implement the end-to-end global complaint process and management system. You will supervise a team of complaint investigators, ensuring that the entire process remains compliant with quality operating standards, procedures, and regulatory requirements. This position focuses on assuring the quality of complaint records, driving continuous improvement, and using market information to enhance processes.
Roles & Responsibilities
- Team Leadership: Lead, mentor, and supervise a team of complaint investigators, providing guidance and support as needed. You will establish performance expectations, monitor for daily improvement, and oversee the development of staff members.
- Complaint Process Management: Own and implement the global complaint process, ensuring its execution is in full compliance with company policies, procedures, laws, and regulations. You will also ensure the quality of all tasks and complaint records.
- Compliance & Audits: Participate in audits and assessments, providing documentation and information on complaint management processes. You will also raise potential quality issues to management as needed.
- Strategic & Operational Management: Lead team initiatives and projects, prioritizing the workload based on changing volumes. You will develop a culture of continuous improvement and customer-centricity within the team, and be accountable for the day-to-day operations of your staff.
- Continuous Improvement: Translate information from the market to drive continuous improvement initiatives. You will also leverage your understanding of quality and industry requirements to maintain compliance.
Qualifications
- A Doctorate degree; or a Master's degree with experience; or a Bachelor's degree with extensive experience; or a Diploma with a substantial background in quality management, with a focus on complaints handling.
- Quality and manufacturing experience in the biotech, medical device, or pharmaceutical industry is preferred.
- Experience in driving decision-making using DAI principles.
- Proven ability to lead cross-functional teams and consistently deliver timely, high-quality results.
- Understanding of the applicable manufacturing/testing processes is a plus.
Soft Skills
- Leadership: Strong leadership skills and the ability to supervise multiple projects simultaneously.
- Problem-Solving: The ability to handle disagreements, find resolutions, and adjust strategies based on specific complaints.
- Communication & Collaboration: Excellent ability to build rapport with customers and colleagues to develop a collaborative environment, and to work effectively with global, virtual teams.
- Strategic Thinking: The ability to negotiate a strategic position and grasp reputability while steering through regulatory guidelines.
- Customer Focus: The ability to view issues from the customer's perspective to better understand their concerns.
