Senior Manager – Engagement Services & Operations – HCP

Job Responsibilities:

• Lead centralised HCP Engagement Operations team, ensuring high-quality execution and consistent support across Clinical Development, Clinical Operations and Development Units.
• Oversee external expert engagement submission and payment in 3EM Engage, ensuring accuracy, compliance, and timely delivery.
• Partner with activity owners to submit external expert engagements in 3EM Engage for compliance review and approval.
• Own end-to-end “submission management” in 3EM Engage for MCAs, SOWs, and individual meetings/events.
• Coordinate with the EEE Operations team to ensure timely onboarding of external experts, activity owners, and line managers.
• Review engagement records in 3EM Engage for completeness, accuracy, and overall quality prior to submission for compliance review.
• Collaborate with the EEE Governance team to address submission-related questions and RFIs; escalate compliance and submission issues as needed.
• Work with the EEE Operations team to support external expert contract drafting and negotiation; escalate legal and contract-related questions as required.
• Monitor contract expiration dates and coordinate renewals/extensions with activity owners and the EEE Operations team.
• Collect and submit evidence of services delivered in Engage and initiate the payment process in line with policy.
• Prepare invoices and share them with external experts for review and approval.
• Track payment status for all submitted invoices and provide timely updates to activity owners.
• Identify and escalate system or process issues to the EEE Operations team and follow through to resolution.
• Conduct quality checks (QC) to ensure adherence to agreed quality standards and KPIs.
• Ensure all activities comply with Novartis specifications, policies, guidelines, and applicable country-specific requirements for external expert engagements.
• Provide regular delivery and status updates to activity owners, the CD Leadership team, and the EEE COE Leadership team.
• Track key deliverables and milestones for external expert engagements and ensure accurate, timely KPI reporting to maintain transparency between CD and the EEE COE.
• Close collaboration with EEE CoE around training alignment, standards and process flows.

Essential for the role:

• University degree in Life Sciences, Business Administration, Law, International Marketing, or Communication.
• Over 5 years’ relevant experience in the pharmaceutical industry, with at least 2 years in medical affairs or drug development.
• Proven track record of operational effectiveness or innovation in complex environments.
• Demonstrated leadership skills with project management experience
• Working knowledge of process improvement initiatives, risk/issue management
• Experience in global organisations and cross-functional teams.
• Excellent problem-solving, negotiation, and conflict management skills, with a persuasive and credible presentation style.
• Excellent English language skills, both written and spoken.

Desirable Requirements

• Experience in managing compliance and payments for external expert engagements.
• Strategic thinking and organisational awareness, with knowledge of pharmaceutical healthcare compliance, industry codes, and enterprise systems.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)