ERC & FIS Lead

Job Description Summary

-Explore, develop, implement and evaluate Digital innovation solutions that address customer needs. Co-create with key stakeholders to build partnerships and collaborations.
-Leads the delivery of multiple projects across a variety of creative and marketing channels, including print and digital media. Develop and coordinate project plans across the design, development and production stages of a project to support the successful delivery within set KPI's.
-Works in collaboration with brand teams, technical teams and all functions to maximize value.
-Provides consultancy, advice and assistance on strategy for commercialization of products, and influence marketing/Marketing Sales Operation team through delivery of proven analytics based projects.
-Provide analytics support to Novartis internal customers

 

Job Description

Key Accountability

Operations and Quality: Oversee audit queues in Concur to ensure reports are reviewed within agreed SLAs, with clear documentation of findings and rationale for approvals/rejections and daily FIS ticket queue, ensuring timely triage, assignment, resolution, and closure.

Creative Consulting: Serve as a creative consultant, translating stakeholder needs into tangible, innovative learning solutions. You’ll be a true partner, able to envision and articulate what success looks like for every ask

Strategic Execution: Be a strategic thinker and executor, driving initiatives from concept to launch and ensuring flawless execution. Act as the first line of support for sales and business teams to clarify inaccurate or incomplete entries

Stakeholder Partnership: Build strong partnerships with key stakeholders, fostering collaboration and trust to deliver best-in-class learning experiences

Project Management & Impact: Demonstrate strong project management skills, coordinating boards and cross-functional teams to drive measurable impact

Technological Adaptability: Demonstrated ability to quickly learn and integrate emerging technologies into solutions, ensuring continuous innovation and relevance

Knowledge Management & Process Control: Identify gaps in article coverage and collaborate with SMEs to enhance content, decision trees, and troubleshooting guidelines. Ensure team members follow standardized workflows and documentation protocols.

People Leadership: Lead, coach, and develop a team. Conduct quality audits, calibrations, and feedback sessions to ensure consistency and accuracy. Manage staffing, performance reviews, training plans, and knowledge-upskilling initiatives.

Essential Requirements

Bachelor’s degree in business, Data, Operations, or related field.

6–8 years’ experience in operations, service delivery, or ticketing environments.

Experience with ServiceNow/SNOW or inquiry management systems preferred.

Familiarity with SAP Concur or similar expense management tools or experience in a compliance or audit-related role

Strong problem-solving, communication, and stakeholder-management skills.

Proficiency in Microsoft Excel, BI Reporting for data handling and reporting

Willingness to learn and adapt in a dynamic, team-oriented environment

Desirable Requirements

Knowledge of US compliance regulations and field operations

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture 
 
You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards 
 
Commitment to Diversity and Inclusion:  
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.  
 
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network.

 

Skills Desired

Agility, Analytical Thinking, Audit Management, Brand Awareness, Business Analytics, Collaboration, Cross-Functional Collaboration, Digital Marketing, Federal Audits, Leadership, Marketing Strategy, Media Campaigns, Project Management, Project Planning, Quality Auditing, Sales, SAP Concur, service now, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model