Alcon is the global leader in eye care, dedicated to helping people see brilliantly. With an over 75-year heritage, we are the largest eye care device company in the world, with complementary businesses in Surgical and Vision Care. Being a truly global company, we work in 60 countries and serve patients in more than 140 countries. We have a long history of industry firsts, and each year we commit a substantial amount in Research and Development to meet customer needs and patient demands.
Post : Assistant Manager - Complaint Intake
Job Description
Summary of Position
Leads a team of Complaint Intake Specialists involved in daily intake, review, triage and case file creation of all complaints and adverse events involving Alcon manufactured products, and will hold accountability for the work output and performance of the team.
Complaint Intake :
• Promotes high quality work product for complaint and adverse event records management ensuring:
* All potential complaints received for Alcon products, by all sources, including phones, are entered in timely manner
* Perform acknowledgement, follow up, final responses, and notifications to third parties based on approved templates.
* Creates templates for follow up, final responses, and notifications to third parties for low risk complaints, and complaints that do not require investigation.
* Quality review of GPCMS intake records - Accuracy of description, complaint decision, completeness of information, and accuracy and timeliness of follow-up
• Manages operations efforts to support:
* Internal and external customer interactions and escalations
* Internal and external audit activities
• Prepares and/or reviews data related to:
* Key performance indicators (KPIs)
* Service level and call quality metrics
* Non-conformance investigations and CAPAs
• Identifies opportunities for continuous improvement and leads projects that deliver cost/resource/time savings.
• Drive and mentor leads/associates in Kaizen or Six Sigma Projects impacting cost/resource/time savings.
• Ensures timely response to queries from internal & external stakeholders
• Represents Intake team in audits and inspections
People Management :
• Effectively allocates resources across competing priorities and monitors quality and productivity metrics to maintain equitable workload distribution.
• Accountable for end-to-end people management responsibilities – hiring, onboarding, goal-setting, coaching and developing associates, and managing performance and disciplinary cases.
• Responsible for overall engagement and retention of team members.
• Coach and develop Team Leads as applicable and mentors in the team.
• Oversee training programs through Team Leads (as applicable). Work with management to ensure the training curriculum is in line with the requirements of the department.
• Support the Team Leads and Process Experts in workflow management
• Evaluate and escalate potential safety issues as they are identified
Candidate Profile
Minimum : Graduation in Science
Desirable : Graduation in Optometry/ Pharmacy/M. Pharm/B. Pharm/BDS/BAMS/BHMS/ Biomedical Engineering / Registered nurse
Experience requirement
Minimum : Healthcare professional with min 10-12 years’ experience in Medical/Product/Patient safety
Desirable : Experience in Device Vigilance / Pharmacovigilance / Regulatory Submissions People & Operations Management experience
Additional Information
Experience : 5+ years
Qualification : Graduation in Optometry/ Pharmacy/M. Pharm/B. Pharm/BDS/BAMS/BHMS
Location : Bangalore
Industry Type : Pharma/ Healthcare/ Clinical research
Functional Area : Complaint Intake
End Date : 30th April 2024
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