Human Pharma Service Engagement Manager | non-line manager | HP Service Group, HP Operations

Basic Purpose of the Job:

• The HPS Engagement Manager Japan (EM) drives a new level of customer centricity and customer engagement through promotion of excellence in the design, development, execution & analysis of omnichannel customer engagement in partnership with brands and business units.  This individual plays a key role in providing an exceptional customer experience as the lead to help the business identify & act on opportunities to provide a more seamless customer experience using HPS capabilities.
• The EM contributes to the development of the content development requirements in close collaboration with the business and Human Pharma Operations.  The EM support the omnichannel campaign executions process working collaboratively across functions.
• Working as a valued business partner, this role has a significant contribution towards executing Boehringer Ingelheim’s omnichannel strategy through the co-development of content requirement & translating them into efficient & effective service deliveries through HPS production partners.  With their sound knowledge of digital operations & digital marketing, this position supports the optimization of digital content through adoption of innovative and best practice processes and tools.
• The EM build inhouse knowledge, reduce external complexities, improve brand team collaboration, service quality and trust-based customer facing capacity. The EM should enable managing inhouse services and factories with an ICP centric demand management. This position assists the Engagement Lead (previously called SAL) in rolling out and scaling of CXE solutions as per new CXE blueprint.

The followings are key accountabilities.

(1) Acting as the SPOC of all Japanese customers and it will coordinate all offshore delivery managers from production partners that are supporting Japanese customers.

(2) Acting as the gatekeeper for all digital productions ensuring the quality of deliverables is at the level of Japanese customers expect.

(3) Acting as a valued business partner for the local stakeholders to achieve the omnichannel customer engagements, leveraging expertise and knowledge of CXE/HPS service portfolio.

(4) Coordinating all digital & creative global initiatives, acting as the bridge from global to local.

(5) Acting as the first level escalation point on any operational issues for the business stakeholders in Japan (before the EL Japan).

(6) Evolving the HPS service qualities and offerings in the region, supporting a continuous improvement & growth of cross functional service deliveries.

(7) Support rolling-out and scaling of CXE solutions in the region.

Accountabilities:

(1) Acting as the SPOC of all Japanese customers and it will coordinate all offshore delivery managers from production partners that are supporting Japanese customers. 

-    Customer satisfaction
-    SLA adherence

(2) Acting as the gatekeeper for all digital productions ensuring the quality of deliverables is at the level of Japanese customers expect. 

-    Customer satisfaction
-    SLA adherence
-    Service quality

(3) Acting as a valued business partner for the local stakeholders to achieve the omnichannel customer engagements, leveraging expertise and knowledge of CXE/HPS service portfolio.

-    Customer satisfaction
-    Service Innovation (addressing unmet business needs through service) 
-    Customer requirement understanding
-    Market intelligence

(4) Coordinating all digital & creative global initiatives, acting as the bridge from global to local. 

-    Asset localization (reuse) rate
-    Time to market 
-    Corporate TA, Local TA satisfaction 

(5) Acting as the first level escalation point on any operational issues for the business stakeholders in Japan (before the EL Japan). 

-    Customer Satisfaction
-    SLA adherence
-    Issue Resolution

(6) Evolving the HPS service qualities and offerings in the region, supporting a continuous improvement & growth of cross functional service deliveries.

-    Customer Satisfaction
-    Ability to support the launch and delivery of new service.

(7) Support rolling out and scaling of CXE solutions in the region

-    Service Innovations
-    Customer Satisfaction

Regulatory and /or Organizational Requirement:

-    Works in close collaboration with Production Partners (Indegene, Cognizant, etc.), HPS Service Layer, HPS Inhouse Unit, Global CXE, Global IT, Japanese Customer Experience Excellence for delivering our services in efficient manners. 
-    Frequently interfacing with external creative agency partners, ensuring to build harmonious relationships. 
-    Follows all company procedures and process with respect to IT, Sourcing, Legal & Compliance. 

Job complexity:

The job complexity is high as this role needs to balance various local customer demands and global CXE/HPS directions in multiple fronts. This role needs to promote, enable, coordinate CXE/HPS offerings, and sometime compromise on demand without disrupting the centralized service deliveries. Our services are mostly offered through existing internal platforms, and the job needs to promote collaborative relationships with owners of those platforms

Interfaces

-    Japanese TAs, brand franchises
-    Japanese Medical Affairs
-    Japanese Customer Experience Excellence (CXE) 
-    HPS Production Partners (Indegene, Cognizant)  
-    Local external creative agency partners 
-    Global HPS Service Owners
-    Global CXE Service Owners
-    HPS Inhouse Unit 
-    BI IT (multiple entities) 
-    Japanese Corporate Affairs

Job Expertise

-    Advanced project management / program management skills for service deliveries, and localization initiatives. 
-    Advanced communication and negotiation skills
-    Advanced understanding of marketing tactics, digital channels, and medical technology solutions. 
-    Advanced understanding of Veeva Vault, JIRA, Drupal, BI GTM Processes, Digital Channels, Web Channels, and asset creation process.
-    Experience with managing E2E service delivery through global production agencies effectively. 
-    Ability to cascading the requirements & technical specifications to production team.  
-    Ability to streamline activities between Project Owner/Content Owner, BI IT team, Vault support teams, DAMs team & Production teams.
-    Ability to solve problems and manage escalations effectively and in a timely manner.

Job Impact

The job is key enabler to deliver the centralized service more effectively in Japan. Without a high quality & efficient customer interface as the last mile of service layer, the customer satisfaction from HPS offerings is jeopardy, and the market perception to HPS become vulnerable. This position is also critical to drive the service innovations, interacting with the customers directly and understanding the market requirements in detail to bring the best solution to business challenges. 

Minimum Education Requirement

-    Min. bachelor’s degree in business administration, economics, engineering, information technology or similar scientific / academic background (post graduate education like master’s degree, MBA will be a plus). 
-    Lean Six Sigma, Agile Scram, PMP or similar post-grade education will be a plus. 
-    Native level in Japanese & fluent in English.

Required Capabilities

-    At least 8 years of working experience. Experience in the life science / pharma industry is a plus. 
-    At least 6 years of working experience in Project/Account Management capacity ideally in digital and web projects, including all aspects of process development and execution. 
-    Experience in Project Management tools like JIRA and/or ServiceNow, familiar in MS office, working knowledge of latest technologies. Experience in using CRM tool is a plus. 
-    Passionate in updating with the latest technology developments and relating it to drive service innovations. 
-    Adapted in conducting research into project-related issues, able to learn, understand, and apply to real business situations.
-    Ability to create Root Cause Analysis documents and manage escalations.
-    Ability to take corrective and preventive actions and compliance to defined standards and processes.
-    Ability to foresee and highlighting risk or any challenges to the project delivery timeline to Project Owners. 
-    Strong verbal and writing communication skill in both Japanese and English.
-    The role is based out of Tokyo. Willingness to commute to the Nippon Boehringer Ingelheim Osaki office.

Recruiter：Murase