Manager, Operational Controls
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Job Description
Novartis manager leading operational controls monitoring for patient-support programs. Managing analysts, quality checks, governance escalations, and monitoring readiness across regulated operations.
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
- Apply control definitions consistently while accounting for program context
- Manage monitoring volume, cadence, and depth based on operational risk, channel, and lifecycle stage
- Adjust staffing and focus during hypercare and launch periods
- Directly manage and develop Operational Controls Analysts through expectations, prioritization, performance standards, onboarding, skill development, and coaching
- Support team resilience through cross-training across programs and monitoring functions
- Enforce boundaries between monitoring, remediation, coaching, and training
- Reinforce documented decision rights and escalation paths
- Conduct first-level quality checks
- Prepare and submit escalation inputs for governance forums and partner teams
- Partner with the Associate Director on monitoring readiness for new programs, channels, and operational changes
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 capabilities, patient care coordination, operational workflows, and managed care knowledge
- Demonstrated people leadership, coaching, and performance management capability
- Experience operating within regulated and/or risk-based frameworks
- Strong attention to control definitions and evidence
- Strong judgment and analytical thinking
- Ability to communicate clear, actionable insights to stakeholders
- Demonstrated critical thinking, leveraging technology and data to perform call quality monitoring efficiently and meet KPIs
- Ability to enforce scope, standard work, and governance discipline in ambiguous settings
- Highly proficient in MS Office tools, quality monitoring and contact center results analysis, and reporting
- Experience leveraging technology and data to support monitoring outcomes
- Experience with Salesforce, Verint, Genesys, Five9, and other quality monitoring systems
- Bilingual Spanish/English proficiency with strong reading, writing, and spoken skills
- Experience supporting omni-channel or technology-enabled operations, launch/hypercare periods, and regulated environments preferred
- Experience building calibration routines, QA playbooks, and monitoring standard work preferred
- Six Sigma certification preferred
Benefits:
- Performance-based cash incentive
- Eligibility to be considered for annual equity awards, depending on role level
- Health benefits
- Life benefits
- Disability benefits
- 401(k) with company contribution and match
- Vacation
- Personal days
- Holidays and other leaves
- Reasonable accommodation for disabilities
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