Company DescriptionAbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. Job DescriptionThe 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.
QualificationsMinimum 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 InformationApplicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
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 incentive programs
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.