Nov 02, 2022

Job Description

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

The Patient Support Center (PSS) Director of Workforce Planning & Analytics is a key leadership role responsible for overseeing the workforce strategy for Novartis US patient support center. This individual will help define the patient support center strategic roadmap via demand capacity planning, competitive benchmarking, and cross-functional partnerships with various departments. This individual must possess strong communication skills in order to present results of complex analyses in a clear and actionable manner. This individual will provide leadership and guidance to an Associate Director, Workforce Management responsible for day-to-day operation support. This individual will be a workforce management expert for PSS, providing problem solving leadership to enable analytic-based solutions to business questions and challenges.

The location for this role is our East Hanover site. Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position may require up to 20% travel. This is a US based position. No international relocation will be provided for this position

Are you passionate about Patient Specialty Services within the Pharmaceutical Industry and motivated to operate in an ‘unbossed’ culture? Are you curious to see how your skills and experience can impact breakthrough life-changing medicine and have a positive impact on the lives of everyday people?

Major Accountabilities
• Oversee, plan and manage workforce planning and analytics, including strategy for short-term and long-term capacity planning to all PSS patient support center activities.
• Provide ongoing resource strategic direction based on data, business trends, and anticipated operational intake across all inbound & outbound calls, web, and deferred workload support through accurate forecasting of demand, staff and operation performance.
• Create a vision and collaborate across business partners to drive unified execution approach on workforce management.
• Apply advanced workforce planning techniques and tools (e.g. scenario modeling/planning, trend analysis, predictive modeling) to provide insight and recommendations on short-term and long-term labor strategies.
• Maintain accountability and produce clear tracking of labor key performance indicators for workforce planning and operations
• Present and explain complex real time strategies, in common language, to senior leadership to inform, build trust, and gain support.
• Oversee Associate Director of Workforce Management responsible for scheduling agents across shifts to maximize key contact center metrics such as service level agreement, average speed of answer, and scheduling adherence.

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What will you bring to the role
• BS/BA required. Advanced degree strongly preferred
• 8+ years related experience in experience in demand and capacity planning in deferred workload settings (e.g., manufacturing, reimbursement support hubs), financial planning or quantitative analysis
• Possess understanding of patient support hubs or other operational activities requiring queue work.
• Key to this role is the ability to connect and coordinate activities across workforce planning, have strong influencing capability and be extremely proactive in driving results.
• High level of comfort navigating/managing large data sets and drawing out key insights
• Strong written and oral presentation skills, including comfort delivering presentations to the Executive/Senior Leadership Team.
• Demonstrated expertise with data analytics, forecasting and business acumen.
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.

The pay range for this position at commencement of employment is expected to be between $183,200 and $274,800 per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

COVID-19: While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to [email protected].
East Hanover, NJ
Full Time
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Director Workforce Planning and Analytics

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