Service Model Transformation Manager advancing Manulife’s retirement - services operating model. Driving governance, operationalization, readiness, and cross - functional alignment for evolving customer journeys.
About the role
- District Manager leading field care teams for Cencora, a global pharmaceutical solutions company. Managing client programs, KPIs, staffing, training, and patient support delivery.
Responsibilities
- Ensure adequate training of FCMs on therapeutic area needs, internal working processes, standard operating procedures, and client procedures
- Manage hiring, performance, development, coaching, and succession planning for the FCM team
- Oversee and approve FCM expenses, purchases, contracting, mileage, and other budget-related expenses
- Conduct regular field visits and assist FCMs during peak or absence periods
- Set FCM team objectives and KPIs and maintain performance measurement tools
- Ensure team readiness for current and future field implementations
- Forecast and allocate resources to support geographical program needs
- Collaborate with the client point of contact and internal and external stakeholders
- Provide feedback to the Senior Program Manager and stakeholders to maintain best-in-class patient support program status
- Report all Adverse Events to assigned units/departments
- Provide leadership and strategic program management for the client account
- Review FCM KPIs and performance reports with key client personnel
- Develop strategies and action plans with the Program Management team and client stakeholders
- Recruit, interview, hire, train, mentor, motivate, and develop the FCM team
- Conduct performance reviews and professional development activities
- Provide strategic guidance, facilitate milestones, monitor program activities and compliance, and optimize customer program experience
- Use CRM systems and reports to monitor, train, and coach the FCM team
- Identify efficiencies and promote synergy with the management team
- Act as program champion and strategic partner for influential stakeholders and the client Sales Team
- Stay abreast of industry trends and pending legislation impacting the business
Requirements
- University science/healthcare degree, or equivalent combination of experience and education
- Minimum of 7 years’ experience in people and client management, clinical or biotechnology program management, or a related healthcare field
- Fluency in English and French, written and spoken, is an asset
- General knowledge of reimbursement and patient assistance programs, database elements and functionality, and operational policies and processes is an asset
- Nursing background is an asset but not a requirement
- Background in healthcare settings is an asset
- Solid understanding of pharmaceutical industry business principles
- Ability to apply medical and business knowledge to provincial and private payer markets while complying with professional and ethical standards
- Strong people management skills
- Proven leadership and management experience with a field-based team
- Ability to leverage internal and external relationships to promote team productivity
- Strong interpersonal and communication skills with internal and external stakeholders
- Ability to manage multiple priorities and changing situations
- Effective problem-solving and analytical skills
- Ability to bring forward opportunities and recommendations to improve effectiveness and productivity
- Excellent client management experience
- Proven organizational abilities
- Strong knowledge of computers and systems
- Excellent knowledge of Microsoft Office
- Valid, non-expired, unrestricted driver’s license
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
- Reasonable accommodations during the employment process and employment
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