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Lilly Customer Operations Manager in Ontario, Canada

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Position Title: Customer Operations Manager

Reports to: Associate Director, Customer Operations and Contract Services

This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs.

Purpose: The primary purpose of the role is to ensure the provision of excellent contracting and payment support services to external Healthcare Professionals, Healthcare Organizations as well to internal affiliate business partners.

This position also oversees and ensures the quality of Lilly Canada’s meetings and travel programs, ensuring high quality customer service, compliance, and reliability.

Position Responsibilities:

  • Team Leadership

  • Oversee daily activities related to the Business Integrity Office (HCP/Non-HCP contracting, International Meeting Approval, Independent meeting/activity oversight) and Lilly’s management of Meetings and Travel for the Canadian affiliate

  • Participate in Human Resource Development, Human Resource Planning, and Performance Management plans for 5-6 direct reports, recruit new talent and grow team capabilities

  • Develop individuals and the team to ensure continuous professional development

  • Develop, lead, and support a team culture of compliance, inclusion, innovation and acceleration

  • Delivery

  • Utilize subject matter expertise to:

  • Manage HCP/HCO contracting and payment processes while facilitating continuous improvement and optimal HCP/HCO experiences

  • Oversee the logistical planning and execution of meeting and advisory board processes with the goal of delivering an exceptional HCP experience

  • Possess an in-depth understanding of local policies and laws pertaining to HCP/HCO contracting and meetings and travel, to appropriately guide the business, ensure compliance, and manage risks (including policies related to paying third parties, anticorruption, HCP Advising and Consulting, Meetings to Promote and Educate, Independent Meetings, Employee and HCP travel, IMC code of ethics)

  • Provide judgment-based assessment and guidance to resolve complex customer, event, compliance, and payment issues

  • Maintain a strong working relationship with Ethics & Compliance Officer

  • Escalate issues and propose recommendations as necessary

  • Effectively manage cross-functional communications, anticipate, and resolve challenges and issues

  • Act as point of contact and communicate directly with HCPs/HCOs to collect and respond to feedback and address difficult situations

  • Ensure key team processes, information, and decisions are appropriately documented and audit ready

  • Ensure work is completed in adherence to timelines, policies, and procedures

  • Ensure travel and meeting payment cards are properly reconciled and submitted for payment

  • Support business partners through education, training, tools and troubleshooting on policies, procedures, and relevant systems

  • Track and monitor compliance with contracting and meeting processes through regular reporting, metrics and KPIs

  • Oversee vendor relationships, maintain department platforms and drive any needed technology upgrades

  • Manage relationships with Global Customer Meeting Services, AMEX GBT Benevity and CVENT

  • Demonstrate a strong continuous improvement oriented approach and build a culture of creativity, innovation and process improvement

Requirements:

  • Minimum Requirements:

  • Bachelor’s degree or a minimum of 4 years in a pharmaceutical contracting role

  • Minimum of 5 years of experience in the pharmaceutical industry

  • Bilingualism preferred

  • Proven success in working directly with pharmaceutical customers and thought leaders

  • Experience and knowledge of Lilly’s HCP engagement practices and systems is preferred

  • Computer skills desired:

  • Intermediate to advanced level in Microsoft Office PowerPoint, Word, Excel(including pivot tables), and Outlook

  • Experience with SAP, vendor management and payment

  • Preferred experience in working with AdobeSign, CVENT, Veeva/SalesForce

  • Web-based database experience

  • Ability to quickly learn and adapt to new systems, processes, and technologies

  • Excellent oral and written communication and strong interpersonal skills

  • Expert level understanding of IMC code of Ethical Practices

  • Expert knowledge of procedures related to paying third parties

  • Demonstrated problem-solving and decision-making capabilities

  • Ability to anticipate issues/needs and work proactively to address them.

  • Superior organizational skills and the ability to drive results across a project’s lifecycle

  • Recognized as an active listener who strives to fully understand the perspectives of others

  • Additional Information Lilly will conduct, at its own expense, background search (including verification of educational credentials, contacting three of your personal references) of the successful candidate.Eli Lilly Canada is committed to employment equity. We encourage applications from qualified women, members of visible minorities, Aboriginal peoples, and persons with disabilities. Please note if your current path/level is within the minimum and maximum level listed above, it would be considered a lateral move. For any additional questions, please contact your HR Business Partner.All new employees are required to be fully vaccinated against COVID-19 as a condition of being hired by Lilly as described Lilly’s Covid-19 Vaccination Policy. The requirement to be vaccinated is inclusive of any approved boosters, should they be deemed necessary in the future. Deadlines for boosters will be communicated through an updated policy as needed.Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.#WeAreLilly

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#WeAreLilly

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