Customer Services - Global Process Director, Open to flexible working

Brentford (City/Town), London (Greater)
16 Sep 2020
28 Sep 2020
Contract Type

At GSK we are seeking a motivated individual to join our global pharmaceutical supply Chain function in the role of Global Process Director for Customer Services. This is an exciting and challenging time to join GSK as we prepare our core pharmaceutical and vaccines business to separate from our consumer- business.

As the Customer Services - Global Process Director you will be instrumental in defining the strategy and roadmap for the Customer Services processes (including initiating and managing the transformation of customer services provision) to enable the business to operate effectively within the enterprise-wide global business. The role reports to the Head, Global Process Ownership - Supply Chain & Integrated Business Planning ("GPO") and is a member of the leadership team. There are (circa) 4 direct reports.

Summary of role:

The Customer Services - Global Process Director is the custodian and architect of the customer services processes (including technology and data, as well as Customer Services process capability requirements). The position works closely with the wider Global Process Ownership function (at very senior levels within the company) to support (and drive) development of the vision, strategy and improvements roadmap for the end-to-end Planning process (globally and enterprise-wide). Aligned to this GPO vision, strategy and improvements roadmap; the position is empowered to design and shape the Customer Services process to ensure operational effectiveness and maximisation of benefits/return on capital. This includes evaluating options for how the Customer Services process is performed, as well as broader impacts on people, systems (including data), third party partners, policies and procedures globally.

In addition to the direct-reports (circa 4) the position also has significant cross-functional reporting lines to manage. Effective delivery in the role is heavily reliant upon others and requires continuous assessment (in collaboration with a wide-variety of delivery teams) to address the complexities of implementing and managing change in multi-cultural and cross-functional environments (globally).

About You:

This role is multi-faceted and includes liaising with a wide variety of cross-functional and on-site teams (some at very senior-levels within the business), as well as external stake-holders. We are open-minded as to which industry you have obtained your experience from, but demonstrable strong customer service transformation experience is required.

Experience in leading projects through influence (with the ability to clearly demonstrate the benefits of new ways of working) is required. It is imperative in this role that you drive common-objective thinking, with a complete focus on providing solutions. You will be persuasive, have a strong continuous improvement mindset, and have proven experience of dealing with diverse internal and external stakeholder groups (at senior-level) to deliver results.

Location / Travel: Ideally based at GSK House (West London, UK) but we will consider exceptional high-calibre individuals from other locations. Please note that there is circa 10% travel required in this role (as per business-needs).

CLOSING DATE for applications:   Monday 28th of September 2020 (COB).

When applying for this role, please use your CV to describe how you meet the competencies for this role (as outlined in the job requirements above). The information that you provide will be used to assess your application.

About GSK:

GSK is a science-led global healthcare company that researches and develops a broad range of innovative medicines and brands. Our products are used by millions of people around the world, helping them to do more, feel better and live longer. Employing over 100,000 people globally, we have 71 manufacturing sites around the world. 

Basic Qualifications:

  • Strong relevant customer services transformational experience
  • Degree Qualification (in suitable discipline)

As a company driven by our values of Patient focus, Transparency, Respect and Integrity, we know inclusion and diversity are essential for us to be able to succeed. We want all our colleagues to thrive at GSK bringing their unique experiences, ensuring they feel good and to keep growing their careers. As a candidate for a role, we want you to feel the same way.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Please don't hesitate to contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. 

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

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