Manager - Field Enquiries

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

Location – Hyderabad  #LI Hybrid

Role Purpose: The Manager – Field Enquiry System (FIS) is responsible for managing end‑to‑end operations of the Field Inquiry System, ensuring timely, accurate, and compliant resolution of field force queries. This role oversees the FIS ticket lifecycle, strengthens governance and controls, partners with global and cross‑functional counterparts, and drives continuous improvement in service quality, knowledge management, and stakeholder experience.

Key Accountability

Operations and Quality:

• Manage overall FIS/SNOW ticket queues, ensuring timely triage, routing, resolution, and closure within agreed SLAs.

• Ensure documentation quality, audit readiness, and adherence to process standards and compliance requirements.

• Act as SME (Subject Matter Expert) for field enquiries, ensuring accuracy, clarity, and consistency of responses.

• Partner with US and global resolver groups to streamline handoffs and ensure seamless case resolution.

• Monitor daily/weekly operations dashboards, drive root‑cause analysis, and implement corrective actions.

Creative Consulting: Serve as a creative consultant, translating stakeholder needs into tangible, innovative solutions. Implements change management, adhoc activities

Stakeholder Partnership:

• Serve as the primary point of contact for field force, sales leadership, and business stakeholders to address inquiry patterns, escalations, and process improvements.

• Facilitate collaboration between onshore and offshore teams to ensure unified service delivery.

• Communicate insights and trends proactively to improve upstream processes and reduce query volumes

Project Management & Impact: Demonstrate strong project management skills, coordinating 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. Provide technical guidance to the team

Communication: Communicate effectively with internal Hyderabad and US teams. Lead internal team huddles and stakeholder meetings

Essential Requirements

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

• Minimum 5  years’ experience in operations, service delivery, or ticketing environments.

• Experience with ServiceNow/SNOW or inquiry management systems preferred.

• 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

• Ability to work independently and collaboratively in a dynamic, fast-paced environment.

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, bi reporting, Brand Awareness, Business Analytics, Communication, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Project Management, Project Planning, Sales, Service Delivery, servicenow, snow, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model