Senior Manager – CE compliance & Field Inquiries

Novartis India; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Novartis India in Hyderabad seeks an experienced operations professional to lead multiple projects, streamline ticketing workflows, and collaborate with SAP Concur and finance teams to drive efficiency and compliance.

You will coach a diverse team, oversee audits and SLAs, and deliver analytics-driven insights while partnering with brand, technology, and sales teams to ensure high-quality learning experiences. This role demands stakeholder engagement and a passion for continuous improvement.

Qualifications

• 6–8 years of experience in operations, service delivery, or ticketing environments.
• Familiarity with SAP Concur or similar expense management tools; experience in a compliance or audit‑related role.
• Strong problem‑solving, communication, and stakeholder-management skills.
• Proficiency in Microsoft Excel and BI reporting for data handling and reporting.
• Willingness to learn and adapt in a dynamic, team‑oriented environment.
• Analytical thinking.
• Brand awareness.
• Business analytics.
• Cross‑functional collaboration.
• Digital marketing.
• Media campaigns.

Responsibilities

• Lead and manage operations and service delivery initiatives.
• Coach and develop a team; conduct quality audits and trainings.
• Oversee audit queues in Concur; ensure SLA compliance and proper documentation.
• Provide analytics support to internal customers.
• Collaborate with stakeholders to translate needs into actionable learning solutions.
• Drive initiatives from concept to launch with flawless execution.

Skills

Stakeholder management

Analytical thinking

Problem solving

Communication

Brand awareness

Business analytics

Cross‑functional collaboration

Digital marketing

Media campaigns

Tools

SAP Concur

Excel

BI reporting

Job description

ROLE

• – Explore, develop, implement and evaluate digital innovation solutions that address customer needs; co‑create with key stakeholders to build partnerships and collaborations.
• – Lead the delivery of multiple projects across creative and marketing channels, including print and digital media; develop and coordinate project plans across design, development, and production stages to meet set KPIs.
• – Work in collaboration with brand teams, technical teams, and all functions to maximize value.
• – Provide consultancy, advice, and assistance on strategy for commercialization of products; influence marketing/sales operations through analytics‑based projects.
• – Provide analytics support to internal customers.
• – Oversee audit queues in Concur to ensure reports are reviewed within agreed SLAs, with clear documentation of findings and rationale for approvals/rejections; manage daily FIS ticket queue ensuring timely triage, assignment, resolution, and closure.
• – Serve as a creative consultant, translating stakeholder needs into tangible, innovative learning solutions.
• – Drive initiatives from concept to launch, ensuring flawless execution; act as first line of support for sales and business teams to clarify inaccurate or incomplete entries.
• – Build strong partnerships with key stakeholders, fostering collaboration and trust to deliver best‑in‑class learning experiences.
• – Demonstrate strong project management skills, coordinating boards and cross‑functional teams to drive measurable impact.
• – Quickly learn and integrate emerging technologies into solutions, ensuring continuous innovation and relevance.
• – 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.
• – 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.

REQUIREMENTS

• – 6–8 years of experience in operations, service delivery, or ticketing environments.
• – Familiarity with SAP Concur or similar expense management tools; experience in a compliance or audit‑related role.
• – Strong problem‑solving, communication, and stakeholder‑management skills.
• – Proficiency in Microsoft Excel and BI reporting for data handling and reporting.
• – Willingness to learn and adapt in a dynamic, team‑oriented environment.
• – Analytical thinking.
• – Brand awareness.
• – Business analytics.
• – Cross‑functional collaboration.
• – Digital marketing.
• – Media campaigns.