Complaints Management and Customs Classification Team Manager
The Position
Are you looking for a leadership role where you can build and lead new Technical Complaints and Customs Classification teams while combining people leadership, operational oversight and compliance? Join our Forecast to Cash organization in GBS Wroclaw as Complaints Management and Customs Classification Team Manager. You will lead two specialist teams, ensure effective and compliant service delivery across both areas, and play an active role in transitioning the services into GBS Wroclaw and establishing sustainable operating models.
Tasks & Responsibilities
As a Complaints and Customs Team Manager, you are responsible for:
- Providing people and operational leadership for the Technical Complaints Support and Customs Classification teams, with a strong focus on compliance, operational excellence and people development.
- Ensuring high-quality, compliant and timely service delivery across both areas, in line with applicable GMP requirements, customs regulations, internal standards and SOPs.
- Providing operational oversight across both teams, ensuring that activities are completed accurately, compliantly and on time, supported by the relevant subject-matter experts.
- Ensuring compliance with internal controls, audit requirements, and company policies.
- Overseeing workload, priorities, and escalations.
- Supporting system deployments, service transitions and process changes.
- Acting as a key contact for stakeholders across Quality, Production, Quality Control, Technical Services, Supply Chain, Customs and other relevant functions
- Driving process standardization, automation, and performance improvement initiatives.
- Monitoring KPIs and service levels to ensure operational excellence and customer satisfaction.
- Leading the operational transition of both services into GBS Wrocław by representing the future operations teams, overseeing knowledge transfer, documentation, training and team readiness, helping establish the operating models and governance, monitoring transition risks and readiness criteria, and coordinating go-live, stabilization and structured handover into business-as-usual operations.
About our future employee
You should speak English at a minimum C1 level and have at least 6 years of relevant professional experience, including experience in operational or people leadership. Relevant professional experience in at least one of the two areas, Technical Complaints or Customs Classification, is expected. Experience in the other area would be an advantage but is not required. Experience in pharma industry or shared-service environment would be a strong advantage.
Additionally, we are looking for:
- A Master’s degree in Business Administration, Quality Management, Pharmaceutical Sciences, Engineering, Supply Chain, Life Sciences or another relevant field.
- Previous experience in team leadership, coaching, mentoring, or project management is expected.
- Experience in a service transition, process transfer or transformation project would be a strong advantage.
- Experience establishing governance, service scope, escalation paths and performance expectations across different organizational units.
- Experience in a regulated or compliance-driven environment.
- Knowledge of GMP and quality management systems and/or European customs tariff law, EU Green Deal requirements (in particular EUDR and CBAM) and customs procedures would be a strong advantage, depending on the candidate’s professional background.
- Strong analytical and problem-solving skills with a solution-oriented mindset.
- Excellent stakeholder management, communication, and collaboration skills.
- Customer-centric approach combined with accountability and ownership.
- Experience in process improvement, standardization, automation, or transformation initiatives.
- High-quality awareness, resilience, and ability to adapt to changing priorities
- Ability to work effectively in a diverse international environment and lead through change.