Capabilities and Operations Hub Lead

About the job

Strategic context:

Sanofi has currently the best and most robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

The GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

As part of GTMC, vision of the Omnichannel pillar is the definition of Sanofi-wide best-in-class Omnichannel engagement strategy, including development of standards & best practices across markets and brand teams, as well as executional planning and support of local Omnichannel approaches (including change management). GTMC will also collaborate closely with Digital to provide consistent tools.

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Capabilities and Operations Hub Lead, within our Hyderabad Hub, you'll be responsible for leading the team, ensuring seamless business continuity and driving strategies aligned with global priorities in Content Operations, GenAI, and digital presence optimization.

You will manage resources, budget allocation, and vendor relationships, while overseeing capability build-up, training management, user access management for platforms, change management & communications, utilize data-driven insights, and leverage best-in-class operational capabilities to deliver best-in-class customer experience. You will also be responsible for driving synergies between other teams within the Omnichannel pillar. You will lead the Capabilities and Operations Hub for planning and executing market-driven campaigns, making data-driven business recommendations, and creating insightful presentations.

Main responsibilities:

The overall purpose and main responsibilities are listed below:

To create synergies and provide functional and operational direction to Capabilities and Operations Hub of Omnichannel pillar.

• Revolutionize commercialization excellence and empower the field force to deliver best-in-class customer experience through data-driven insights (leveraging automation/GenAI) and dynamic resource allocation for effective engagement
• Ensure seamless business continuity amidst capability and resource changes within capability operations
• Drive Hub strategy aligned with global business priorities, focusing on Omnichannel operations, campaign orchestration, and enablement via continuous feedback loop to optimize customer experience
• Lead Hub resources to improve individuals' skills and enhance Hub services/operations
• Manage budget allocation and vendor relationships crucial for Omnichannel operations, customer relationship management, content management, customer facing and digital marketing platforms/tools
• Report on performance metrics and derive actionable insights for senior leadership, ensuring strategic alignment and performance optimization
• Stay up to date with industry trends and best practices in commercial operations, and standardize all tools/processes used in Omnichannel Operations activities deployed in hub and ensure their continuous improvement through continuous iteration and external benchmarking approach
• Support the Omnichannel transformation program supporting the Glocal co-creation teams
• Be a strategic advisor for Omnichannel Operations capabilities execution
• Have a robust plan and implement concrete moves towards best-in-class capabilities
• Mentor the team, ensure knowledge sharing across team and company, provide global and local Operations teams with best practice and feedback loop on processes

• People: (1) Lead team of training specialists, change management specialists, user support and access specialists, and capabilities and operations analysts; (2) Provide guidance on operational capabilities, agile methodologies, thoughtful risk taking, automation & innovation (including GenAI); (3) Maintain effective relationship with the stakeholders within the allocated GTMC pillar and cross-pillars – with an end objective to transform operational capabilities, and build talent pool as per requirement; (4) Partner with team to strengthen capabilities and support individual development plans (5) Collaborate with cross-functional teams in GTMC to build digital transformation/to bring innovative digital solutions (6) Implement recommendations from deep customer understanding, support dynamic resource allocation, help provide compelling content, facilitate cross-channel and cross-functional journeys, and drive effective scale-up
• Performance: (1) Provide strategic support across GTMC pillars; (2) Lead and support development of tools, technology, and processes to constantly improve quality and productivity (3) Coach team to become subject matter, process, and technological experts; and (5) Recommend, lead, and implement tactical process improvements within the department and division-wide
• Process: (1) Strengthen operational capabilities in terms of resourcing, tools, technology, quality, timeliness, efficiency, and high technical standards for deliveries made by Capabilities and Operations Hub; (2) Secure adherence to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards; (3) Help build talent pool/capabilities/Omnichannel experts across GBUs/therapeutic area(s); (4) Conduct comprehensive operations & capability support need analysis; (5) Work with selected vendors within the region to deliver the required deliverables as per defined process; (6) Leverage advanced training delivery tools and techniques; and (7) Design an overall plan of action based on end-user feedback and improve operational efficiency
• Stakeholder: (1) Work closely with GTMC/Omnichannel pillars (Global, Local, and Hub) to identify operations & capability support need analysis and (2) Liaise with Omnichannel/ GBTs/AoR/LexMex to provide best-in-class customer experience

About you

• Experience: 8-10 years of experience in content creation/optimization (including up to 2 years of experience in leading a multi-layered diverse team of ≥10 members, change management, training, or operational excellence) in medico-marketing/medical/commercial/Omnichannel domain for the pharmaceutical/healthcare industry/digital platforms; and ability to influence and negotiate
• Soft skills: Stakeholder management; proficient in written & oral communication skills; people management/ability to lead diverse teams; strong organizational and time management skills; and ability to work independently and within a team environment
• Technical skills: As applicable (including but not limited to therapeutic area/domain knowledge exposure – Proficient in multiple TAs/domains/GBUs; Omnichannel operations, campaign management, customer facing operations; content operations, and/or project management)
• Education: Advanced degree in life sciences/pharmacy/similar discipline or medical degree
• Languages: Excellent knowledge of English language (spoken and written)

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave
• Play a key role in shaping and optimizing our content strategy, driving business growth and achieving impactful results

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!