Associate Director, Cluster Commercial Service & Transformation Lead

MSD; Hong Kong; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

MSD is seeking an Associate Director, Cluster Commercial Service & Transformation Lead to establish a future-ready Commercial Service Center for HK, Macau, and Taiwan, delivering scalable, high-quality execution support to commercial teams.

You will design the operating model, lead a 10+ member team, partner with third-party providers, and drive digital, AI-enabled improvements that unlock value and accelerate business impact across the cluster.

Qualifications

• Bachelor’s degree or above in a related field; MBA preferred.
• 8+ years in commercial operations, transformation, or PMO roles.
• Experience designing operating models and governance for service centers.
• Proven ability to lead cross-functional teams and drive digitization.
• Strong English and Mandarin language skills.

Responsibilities

• Design and evolve the Cluster Commercial Service Center operating model.
• Lead end-to-end service delivery for core commercial operations support.
• Manage internal and third-party service providers and ensure SLAs.
• Drive simplification, automation, and AI-enabled solutions.
• Lead PMO programs with disciplined execution and risk management.
• Coach and upskill a 10+ person team.

Skills

English fluency

Mandarin fluency

Stakeholder management

Project management

Leadership

Digital/AI adoption

Process improvement

Education

Bachelor's degree or higher

Job description

Job Description

THE OPPORTUNITY

The Associate Director, Cluster Commercial Service & Transformation Lead is a critical leadership role for the Hong Kong, Macau, and Taiwan Cluster. The role will establish and lead a future-ready Commercial Service Center that provides scalable, high-quality, technology-enabled execution support to commercial teams, while accelerating simplification, automation, innovation, and new ways of working.

The incumbent will design and evolve the service operating model, strengthen service governance and performance management, and lead, upskill, and transform a team of 10+ commercial associates, marketing associates, administrative assistants and PMO specialists into a stronger commercial service and execution capability. The role will also serve as the main contact for third-party service partners, ensuring service quality and issue resolution meet business expectations, while driving adoption of digital, AI-enabled, and productivity tools and exploring technology collaboration opportunities that create measurable business, customer, and patient value.

WHAT YOU WILL DO

Commercial Service Center Operating Model & Service Delivery

• Design and continuously evolve the Cluster Commercial Service Center operating model, including service scope, service catalog, role clarity, service standards, governance rhythm and ways of working across Hong Kong, Macau, and Taiwan.
• Lead end-to-end service delivery for core commercial operations support, ensuring execution is timely, compliant, customer-oriented, and focused on enabling commercial teams to spend more time on strategic and customer-facing priorities.
• Act as the primary business owner for internal and third-party service providers, proactively managing service levels, quality standards, issue resolution, and continuous improvement against evolving business needs.
• Establish transparent service performance management, including workload visibility, capacity planning, service quality indicators, stakeholder feedback, and productivity improvement.
• Identify recurring pain points, bottlenecks, duplication, and low-value activities, and convert them into prioritized service improvement and transformation actions.

Simplification, Automation & Technology Adoption

• Build and manage a practical simplification and automation pipeline, prioritizing opportunities based on business value, feasibility, compliance considerations, workload reduction, and stakeholder impact.
• Lead simplification and standardization initiatives across recurring commercial processes, forming cross-functional teams where needed to deliver measurable improvements.
• Translate business pain points into clear process redesign, automation use cases, AI & technology adoption, business requirements, pilots, and scalable operating solutions.
• Partner with Commercial Excellence and DHH Team to implement approved digital, AI-enabled, and productivity solutions into daily business operations.
• Track and communicate transformation benefits, including cycle-time reduction, quality improvement, capacity release, service experience, and adoption progress.

Project Management Officer

• Serve as project management lead for key strategic and operational programs, ensuring clear scope, disciplined execution, proactive risk management, stakeholder alignment, and cross-functional delivery
• Lead one PMO specialist who provides hands-on project management support, including workplan coordination, meeting cadence, milestones, owners, risks, dependencies, and action tracking, documentation, and progress reporting.

Technology Collaboration & Innovation Opportunities

• Systematically scan external healthcare, AI, and technology trends to identify emerging changes, opportunities, and potential implications for Cluster commercial operations and customer engagement.
• Translate external trends and business pain points into practical innovation opportunities, collaboration concepts, pilot proposals, and clear business use cases.
• Build and coordinate internal and external technology collaboration projects where there is clear business relevance, measurable value, and alignment with compliance and company priorities.
• Engage cross-functional stakeholders across Commercial, Medical, Access, Compliance, Legal, IT/Digital, and external partners to shape pilots, define success measures, manage risks, and support implementation.

People Leadership & Capability Building

• Lead, coach, and upskill a team of 10+ commercial associates, marketing associates, administrative assistants and PMO specialists into a stronger commercial service, project execution, and technology-enabled operations capability.
• Redefine team capabilities from task execution toward business coordination, project management, process ownership, stakeholder partnering, and digital/AI-enabled support.
• Build structured development plans across service excellence, stakeholder communication, process excellence, digital and AI fluency, project coordination, compliance awareness, and problem solving.
• Create clear standards for ownership, service mindset, responsiveness, quality, professionalism, continuous improvement, and business partnership.
• Foster an inclusive and motivating team environment during transformation, helping colleagues build confidence, adopt new ways of working, and grow into future-ready commercial operations roles.

WHAT YOU MUST HAVE

• Bachelor’s degree or above in Business Administration, Life Sciences, Pharmacy, Operations Management, Technology, or a related field; MBA or advanced degree preferred.
• 8+ years of experience in commercial operations, service delivery, commercial excellence, transformation, project management, consulting, technology adoption, digital innovation, or related roles.
• Proven experience designing or improving operating models, service delivery processes, governance rhythms, service standards, and stakeholder-facing support models in a complex business environment.
• Demonstrated ability to lead simplification and standardization initiatives, form cross-functional teams where needed, and deliver measurable improvements in speed, quality, productivity, and user experience.
• Strong technology and AI business adoption capability, with proven experience identifying use cases, partnering with digital/technology teams or external collaborators, and embedding digital, automation, or AI-enabled solutions into business operations.
• Ability to scan external healthcare, AI, and technology trends and convert insights into practical innovation opportunities, pilots, collaboration projects, or business use cases.
• Strong project management capabilities.
• Proven people leadership experience, with the ability to coach, upskill, and transform team through changing business expectations.
• Strong stakeholder management and influencing skills.
• Good understanding of pharmaceutical commercial operations, healthcare environment, compliance expectations, customer engagement needs, and business execution requirements.
• Strong analytical, problem-solving, communication, and storytelling skills, with high ownership, learning agility, and change leadership.
• Fluent in English and Mandarin.

CORE COMPETENCIES

• Service excellence and customer orientation
• Operating model design and execution discipline
• Simplification, automation, and continuous improvement
• Technology and AI agility, with the ability to translate emerging tools into practical business use cases
• Proven ability to drive technology adoption into business operations and build effective internal and external collaborations
• PMO governance and portfolio visibility
• Cross-functional influence and stakeholder partnership
• People leadership and capability building
• Change leadership and communication
• Compliance mindset and operational risk awareness
• Strategic problem solving with practical execution

Additional location(s) Compensation Information:

Required Skills: Customer Relationship Management (CRM) Utilization, Customer Service Leadership, Operating Models, Operations Management, Post-Sales Support, Process Simplification, Process Standardization, Project Leadership, Project Management, Sales Process Optimization, Sales Strategy Development, Service Delivery Models, Service Level Management, Stakeholder Management, Technical Support

Employee Status: Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements: Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date: 11/30/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.