Major Accountabilities
• Provide analytical support to internal Novartis stakeholders, generating insights that enable data-driven decision-making.
• Create and deliver outputs and reports according to customer requirements, ensuring alignment with agreed SLAs.
• Ensure quality, accuracy, and timeliness of all deliverables, meeting deadlines and maintaining excellence standards.
• Define, monitor, and update PSP KPIs in collaboration with the team, enabling transparency and performance tracking.
• Oversee vendor management and ensure effective execution of PSP activities.
• Drive innovation and digital solutions that enhance patient experience and operational efficiency.
• Actively collaborate in the creation and identification of process improvement opportunities, while maintaining and updating Standard Operating Procedures (SOPs).
• Serve as the key point of contact with cross-functional teams (Medical, Commercial, Market Access, Legal, Compliance, Finance, etc), ensuring alignment and governance.
• Guarantee that all PSP initiatives comply with local regulations, company policies, and ethical standards.
Key Performance Indicators (KPIs)
• Adherence of patients enrolled in the PSP.
• Patient satisfaction
• Patient onboarding framework
• Operational efficiency
Minimum Requirements for Work Experience & Skills
Work Experience:
• 5+ years of experience in the pharmaceutical industry, ideally in Patient Support Programs, Customer Experience, Access, or Commercial roles.
• Proven track record in cross-functional collaboration.
• Experience of compliance frameworks and local regulations related to PSPs.
• Experience in vendor management
• Experience in healthcare system.
Skills:
• Strategic & business orientation: Ability to align PSP initiatives with company priorities.
• Data-driven mindset: Strong analytical skills to interpret KPIs and generate actionable insights.
• Project management: Skilled in planning, execution, and monitoring of complex projects.
• Effective communication & storytelling: Ability to articulate PSP value across different audiences.
• Influencing & stakeholder management: Strong interpersonal and negotiation skills.
• Problem-solving & continuous improvement: Ability to identify gaps and propose innovative solutions.
• Digital & omnichannel literacy: Knowledge of digital tools to improve patient experience.
• Collaborative leadership: Ability to inspire, coordinate, and work within a matrix environment.
Languages:
Proficiency in English is required.