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Novartis Healthcare Pvt Ltd

Novartis (NYSE: NVS) is a world leader in the research and development of products to protect and improve health and well-being. The company has core businesses in pharmaceuticals, vaccines, consumer health, generics, eye care and animal health. Headquartered in Basel, Switzerland, Novartis employs nearly 115 000 people in over 140 countries worldwide to help save lives and improve the quality of life. The Group is present in India through Novartis India Limited, listed on the Mumbai Stoc... Read More

Address      Sandoz House Shivsagar Estate Dr Annie Besant Road Worli, Mumbai India
Website      www.novartis.in/
Holding      No Holding Details

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CRM Support Manager

This senior-level I.T. Lead position will be responsible for: Generally, ensuring high quality and effective delivery of Customer Relationship Management (CRM) Application Support services delivered from India Service Center in a Hybrid model between internal Alcon employees and external partners both on-shore/off-shore) to Alcon Global Solutions CRM group Designing the delivery of such I.T. services to Alcons Global Solutions - CRM group that result in effective, efficient, and fully-compliant administration of elastic resource levels. Overall service delivery to Alcons Global Solutions - CRM group with a specific focus on service quality, customer satisfaction, productivity, and compliance Strategy / Organization: Design the organization, presentation, and delivery of CRM Application Support services to Alcons Global Solutions CRM group while making sure that defined quality of service are effective. Provide guidance & support towards the effective strategies of short-term and long-term CRM Application Support needs Establish Competencies: Maintain appropriate I.T. service capability levels by establishing and maintaining necessary competency centers through internal Alcon employees and service providers to provide CRM Application Support services. Coordination and Monitoring: Oversee the organization, presentation, and delivery of I.T. services to Alcons Global Solutions CRM group while making sure the service levels are achieved. Analyze service requirements to define/revise service levels. Monitor Service Quality and put proactive measures in place to improve it. Monitor and ensure customer satisfaction of I.T. services provided to Alcons Global Solutions CRM group. Advocacy: Build relationship and collaboration between Alcons India Service Center, Global Solutions - CRM group and service providers to as to become more interdependent, effective and efficient. Administration: Oversee the processes to facilitate and ensure effective and efficient administration of on-boarding and termination of service provider engagements. This includes but is not limited to: Contracts S.O.W's Purchase Orders Workspace, Computers/workstations (as appropriate) Interfaces with external vendors to make sure the customers needs are met. IGM: Liaise with Alcons Information Governance Management (IGM) group. Function as Team Lead and SME on IGM standards/ policies/ guidelines/ processes ensuring compliance to same as it relates to both internal processes as well as the services provided to Alcons Global Solutions CRM group Desired Profile Bachelors degree in math, computer science or equivalent technical training and/or internal experience. (Preferred Masters degree in Math, Information Systems, Business Administration, or Computer Science.) English Solid, and improving, writing and speaking proficiency skills 12 - 15 years work experience in a relevant position with emphasis on information service delivery, systems/business analysis, and project management across multiple hardware and software platforms. Experience should include demonstration of: Tangible Application Support Service Delivery Tangible Service Delivery experience Tangible Project Management experience Detailed knowledge of Customer Relationship Management (CRM) domain including tools such as Salesforce.com, Siebel CRM Strong interpersonal skills Experience 12 - 15 Years Industry Type Pharma / Biotech / Clinical Research Role Technical Support Engineer

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