Manager - Support Operations

4 weeks ago

North Chicago, United States AbbVie Full time

**Company Description**

The Manager of Support Operations serves as a primary point of escalation for Support Operations activities. Acts as a Subject Matter Expert providing leadership, support and supervision for Support Operations areas within Case Processing Center of Expertise (CPCoE). This management position ensures that the day-to-day operations of Support Operations Associate (SOA) personnel within Data Entry, Clerical, Document Specialists, and Reconciliation areas are performed accurately and efficiently in accordance with established compliance timelines. Responsible for direct coordination of workflow of support staff personnel, direct precepting, training, and documentation of new hires and contract personnel to all aspects of Support Operations function. Ensures team consistently implements all applicable processes. Responsible for the overall tracking and maintenance of workflow management system and metrics and quality.

**Responsibilities**
- Assesses impact of issues on Support Operations and implements remedies or escalates appropriately with recommended resolutions. Assists with implementing strategy for the Support Operations area by translating business strategies into clear objectives and tactics making the strategies clear to others. Maintains awareness of changing business conditions and develops contingency plans and encourages others to maintain awareness.
- Responsible for compliance with applicable Corporate and Divisional Policies and Procedures while providing leadership and Support to Support Operations team. Ensures that the day-to-day operations of SOA Data Entry, Clerical, Document Specialist, and Reconciliation SOAs are performed accurately and efficiently in accordance with established compliance timelines.
- Responsible for direct coordination of workflow, precepting, training, and documentation of new hires and contract personnel to all aspects of Support Operations function.
Responsible for regular updates appropriate for cross-functional team and stakeholders on assigned projects.
Builds Support Operation team through development of employees and maintaining collaboration with departmental stakeholders.
- Responsible for prioritizing work within SO to maintain timelines and compliance
Ensures audit and inspection readiness and supports audits as necessary
Proactively identify and address and/or escalate issues and opportunities for business efficiency
- Participates in the hiring process and develops direct reports by identifying short and long-term goals for their personal growth; develops direct reports by incorporating a cross-training program; implement goals for each staff member; conduct one-on-one meetings with each staff member.
- Performs administrative tasks such as workload scheduling, timecard approvals, attendance monitoring and counseling, goal reviews, vacation request scheduling and overtime scheduling.
- Monitors and evaluates personnel performance against expectations, providing performance feedback in performing annual job performance appraisals.

**Qualifications** Minimum Requirements**:

- Associates or Bachelors Degree
- 4+ years of experience in an SOA role (experience with case initiation, data entry, clerical or document specialist role in GCM Clinical Case Management) in drug safety
- 2+ years of experience in a supervisory or management role with demonstrated coaching, mentoring and leadership

**Other Required Skills**:

- Strong interpersonal skills and the ability to work in a team-oriented environment
- Excellent organizational skills, attention to detail and strong oral and written communication skills.

**Preferred Experience**:

- Knowledge of ICH/FDA regulations, guidelines affecting Drug Safety reporting
- Demonstrate understanding of adverse event reporting process and product safety function including its impact internal and external to the department
- Knowledge of medical terminology
- Strong critical thinking skills to evaluate complex issues from multiple perspectives to drive smart decision making
- Excellent interpersonal skills with the ability to communicate persuasively and with clarity, flexibility and adaptability to changing requirements, resourcefulness and creativity

**Additional Information**
- The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
- This job is eligible to participate in our short-term incentive programs.
- This job is eligible to participate in our long-term in

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