Senior Manager Quality Assurance Complaint Intake
Senior Manager Quality Assurance Complaint Intake
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Job Description
At Alcon we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly champion progress and act with speed as the global leader in eye care. Here youll be recognized for your commitment and contributions and see your career like never before. Together we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse talented people to join Alcon.
As Senior Manager Quality Assurance & Complaint Intake you will be responsible for managing all elements of the quality technical complaints and adverse event day to day processes including intake follow up triage and system entry necessary to comply with local and international regulations guidelines and applicable directives. Help develop and execute strategies for Complaint handling in EMEA and serve as a partner with the affiliates and distributor markets to best support internal and external customers in relation to product complaints. Responsible for managing vigilance operational process in order to follow deadlines of Health authority submissions ensuring compliance with Alcon global/local procedures.
In this role a typical day will include:
- Create and maintain a high performance collaborative QAC team with focus on customer needs and compliance to handle complaints from the EMEA region.
- Engage and motivate QAC intake team through adequate training and effective communication providing feedback to direct reports through onetoone discussions performance reviews recognition and coaching.
- Supervise and provide leadership to people managers and remote direct reports To ensure alignment with organizational goals.
- Foster development and growth of direct reports and the team leader ensure and support the team leader in developing their respective subordinates.
- Serve as QRA community lead for associates based in the AGS Warsaw office being a matrix manager for AGS RA associates based in Warsaw.
- Lead and contribute to EMEAlevel projects within the QRA organization driving regional initiatives and supporting crossfunctional objectives.
- Engage in lead or support as appropriate process improvement initiatives or projects to enhance the complaints process.
- Develop and implement teamlevel strategies to achieve organizational objectives and drive performance improvements.
- Design and execute succession planning initiatives to ensure business continuity and prepare for future leadership needs.
- Creating and delivered comprehensive improvement plans focusing on operational efficiency and longterm growth.
- Manage data collection data entry processing documentation reporting and followup of all technical product complaints and adverse event reports for all Alcon products from healthcare professionals patients internal Alcon personnel clinical trials noninterventional studies customeroriented marketing programs literature spontaneous reports etc. in a timely manner per SOPs regulations and directives.
- Assist with triages from all sources for quality technical complaint Adverse Event request for refund request for replacement product and request for credit.
- Acts as delegate for Regional Director for Complaints handling as needed.
- Maintain a substantial and thorough knowledge of company policies and procedures departmental processes and associated work instructions evolving local and international regulations guidelines and applicable directives in relation to complaint handling.
- Lead audit preparation activities facilitate manage and close out any audit findings ensuring all corporate requirements are met and robust CAPAs implemented.
- Ensure continual Quality System Compliance by adherence to established and evolving Alcon and regulatory requirements.
- Responsible for creating and maintaining regional training and knowledge base materials.
WHAT YOULL BRING TO ALCON:
- 2 years of experience as a direct people manager managing team leads or managers)
- Experience in international environment
- Demonstrated experience of successfully leading an organization or project of high impact
Education:
- Minimum Required: Masters degree
- Preferred Level: Masters degree or equivalent technical of life science background
Skills:
- Fluent in English both spoken and written is a requirement. Minimum of B2 (CEFR) proficiency when covering also local language communications.
- Computer literacy with standard software platforms Experience in people management/leading teams
Key Competencies / Behaviours:
- Effective communicator and ability to work with a variety of departments and regulatory bodies.
- Demonstrates the Companys Values and Behaviors
- Excellent communications interpersonal and negotiation skills peopleoriented
- Quality and focus oriented
- Computer skills
- CI approach
HOW YOU CAN THRIVE AT ALCON:
Opportunity to join growing earlystage organization built within a mature stable global company
Friendly working environment and a diverse and highly motivated team
Individual career development plan and possible career growth within newly created account
Very best working environment for our employees Alcon Polska has been recognized as a Top Employer for the two years in a row
Truly international environment and daily interactions with colleagues and stakeholders from all over the world
Attractive benefits package (private medical care group insurance lunch card company car pension plan Multisport/cultural card Alcon products for you and your significant other)
Flexible hours and hybrid work model 3/2/weekly)
Office with a lot of facilities inside located at NewCity building 15 Marynarska Street Warsaw
Alcon Careers
See your impact at alcon/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon please click the appropriate link below to apply on the Internal Career site.
Required Experience:
Senior Manager
Employment Type
Full-Time
