CRM Business Operations Manager

Amgen SA; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Amgen SA in Hyderabad, India, seeks an experienced Manager to lead CRM Business Operations Support across Outside US (OUS), JAPAC focus. You will oversee day‑to‑day service delivery, guide a growing team, and strengthen collaboration with affiliates, CRM platform and Technology teams.

The role requires pharma experience, strong CRM process knowledge, and proven ability to deliver high‑quality support while driving efficiency and change across regional stakeholders.

Qualifications

• Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Pharma experience is mandatory.
• Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Ability to lead service delivery, set priorities, coach colleagues, and improve processes while maintaining quality and attention to detail.
• Strong communication and stakeholder‑management skills across regional and cross‑functional teams.
• Ability to distinguish business questions from operational requests and from technical defects or enhancements.
• Knowledge of territory alignment, customer data, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

Responsibilities

• Lead CRM Business Operations Support team; set priorities and balance demand with improvements.
• Oversee first‑line CRM and business‑process support; route issues to CRM Platform and IT teams.
• Ensure service requests follow procedures, templates and quality checks; monitor quality.
• Identify recurring problems and drive root‑cause analysis and permanent fixes.
• Guide BA onboarding and maintain updated guides, procedures, and training materials.
• Promote self‑service, automation and controlled AI tools with practical changes.

Skills

Team leadership

CRM operations

Stakeholder management

Service delivery

Communication skills

Problem solving

Business process knowledge

Job description

Role overview

The Manager leads CRM business and operational support across Outside US (OUS) focussing on JAPAC, ensuring users receive timely, accurate guidance and service. The role oversees request resolution and day‑to‑day service delivery while building team capability, improving processes, supporting clear community communication, and strengthening collaboration with the affiliates, CRM platform and Technology teams.

Key responsibilities

Team leadership and service delivery

Lead and support the CRM Business Operations Support team. Set priorities, balance incoming demand with improvement work, and ensure requests are handled consistently, documented clearly, and escalated appropriately.

CRM and business support oversight

Oversee first‑line support for CRM and related business‑process questions. Help the team distinguish business guidance and operational requests from technical defects or development needs, and maintain effective routes to CRM Platform and IT colleagues.

Operational quality and controls

Ensure CRM service requests—including data loads and validation, exports, survey setup, territory updates, user and product setup support—follow approved procedures, templates, and quality checks. Monitor service quality and address gaps.

Recurring issues and communication

Review recurring problems and service trends, guide root‑cause investigation, and prioritize permanent fixes and process improvements. Coordinate clear communications to the CRM Community during broad CRM issues or outages, working with the appropriate teams.

Business analyst onboarding and enablement

Lead the onboarding approach for new Business Analyst (BA) users and ensure it is consistent and effective. Oversee updates to how‑to guides, procedures, training, and reference materials, keeping them aligned with current guidance and each release.

Efficiency and continuous improvement

Identify opportunities to improve service efficiency, consistency, self‑service, and user experience. Encourage appropriate use of approved automation and AI‑enabled tools, and ensure changes are practical and well controlled.

Project and stakeholder partnership

Represent the support function in team projects, such as CRM Scan or Field Excellence Summit preparations, while maintaining service coverage. Build effective working relationships with business stakeholders, regional teams, the CRM platform team, and Technology teams.

Role balance and collaboration

The Manager is accountable for reliable request and ticket resolution while also developing the team’s capability and improving the service. Priorities and project participation should reflect incoming demand and available capacity. The team partners with business stakeholders and the CRM team, routing technical defects and system development needs to the appropriate IT or product teams.

Qualifications and capabilities

• Any Degree and 8-13 years of Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Pharma experience is Mandatory.
• Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Demonstrated ability to lead service delivery, set priorities, coach colleagues, and improve processes while maintaining quality and attention to detail.
• Strong communication and stakeholder‑management skills, including the ability to coordinate across regional and cross‑functional teams.
• Ability to distinguish business questions and operational requests from technical defects or enhancements.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

Measures of success

Timely, accurate, and consistent support; improved first‑time‑right execution and fewer repeat issues; effective communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; stronger team capability; and practical improvements in efficiency and user experience.