M&S Services, Lead Quality Services - Product Complaints, KL Hub

Job Title: M&S Services, Lead Quality Services - Product Complaints

About the job

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 Manager Quality Services (Product Complaints), Kuala Lumpur Hub, Business Operations, you’ll will act as partners to M&S organization in carrying out tasks and fulfilling responsibilities to support identified and established global quality processes from the hubs.

Main responsibilities

• Work in collaboration with M&S local leadership (for Quality), subject matter experts and other hub location teams.
• Responsible for the ownership and oversight of Product Complaint support services being delivered from Kuala Lumpur Hub including strategic vision, process KPI’s, documentation, and inspection support for Kuala Lumpur Hub.
• Ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
• Ensure timely processing of investigations, identify bottlenecks, and suggest process improvements.
• Champions the simplification and standardization of Product Complaint processing processes through digital solutions across all Hub locations.
• Take part in regulatory inspections (as required) and applicable corporate audits, preparing necessary documentation.
• Leads and defines the priorities and deliverables of Hubs, fostering a culture of quality and collaboration.
• Sets priorities for Centers of Excellence and Communities of Practice, ensuring recognition and promoting unified quality and operational excellence across all Hubs.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting stakeholder expectations, and driving future demand.
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

About you

Experience:

• 12+ years of experience in Pharmaceutical Industry with 3+ years in leadership roles.
• Should be well versed with Quality functions of pharmaceutical industry.
• Experience of working on manufacturing sites in either of these domains is an added advantage.
• Should have the ability to think critically and make decisions quickly to address delivery-related challenges.
• Analysing complex situations, identifying problems, and proposing effective solutions.
• Should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Experience in conducting on site audits and/or inspections and exposure of facing regulatory/internal and corporate audits is beneficial.
• Masters or Doctorate in Life Sciences/Healthcare, Business Administration, Engineering or Information Technology.
• Certification in Project Management and/or Lean Six Sigma and/or Continuous Improvement would be preferable.

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.