Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com
Our search for better is changing the lives of our customers. It’s changing the careers of our people too –creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring as a Senior Director, Quality (Complaint Handling and Post Market Surveillance), and you won’t either.
This is a key role within the Global Quality function, driving a high-performance culture and setting the standard for Quality Excellence. We are seeking a transformative thinker and diligent executor to help improve the operational execution of Complaints & Post Market Surveillance.
The Senior Director, Quality (Complaint Handling/PMS) will be accountable for the global complaint handling and post market surveillance process for the entire business, inclusive of all business units. You will partner with the business for timely execution of complaint investigations to enable robust feedback from our customers. You will develop and lead a team that reviews, processes and analyzes complaints data into practical business terms to ensure proper prioritization of initiatives to improve the customer experience and deliver on our forever caring promise. This strategic partner will collaborate with the commercial organization to ensure all channels for reporting complaints are efficient and integrated, providing them with real-time complaints progress & feedback.
Your Accountabilities and Responsibilities:
- Define global strategy for complaint handling and post market surveillance across Convatec.
- Turn complex complaints data/information into practical analytics to facilitate business decisions.
- Lead, mentor, coach, and develop complaint handling and post market surveillance teams.
- Partner with business unit (BU) leaders with an emphasis in manufacturing site collaboration in BU specific complaint analysis, ensuring the right focus/actions are placed in the main areas of opportunity/concern.
- Establish clear roles & responsibilities when liaising with legal, medical, quality, regulatory, operations, engineering, and other functions in the complaint handling and post market surveillance processes.
- Own dashboard of performance related to complaint handling and post market surveillance activities.
- Develop strategy that drives improvements in the customer experience and facilitates how customer complaints are collected throughout the world.
- Harmonize & connects global processes for efficiency.
- Define strategy with commercial on how we gather & analyze feedback from social platforms and other media streams.
- Acts as the main point of contact for complaint handling - including complaint processing, investigation, and timely closure.
- Integrate data analytics into established power BI dashboards to enable one source of truth.
- Partner with R&D (Technology & Innovation) to ensure design related complaints have a clear funnel for investigations.
- Integrate technology into repetitive tasks, to optimize speed of processing and focus on clarity of analytics for signals & corresponding actions.
- Drive continuous improvement in corresponding processes & tools.
- Identify, hire, train, develop and maintain qualified Quality personnel to support the Quality plans, objectives and goals.
The Ideal Candidate should bring the following qualities to the role:
- Minimum of B.S., or equivalent, in a scientific/technical discipline is required. Advanced degree (M.S., M.B.A, Ph.D. or equivalent) preferred.
- Experience working in an international environment in a global position is required.
- Certifications in Quality Management Systems preferred.
- (5-7) years in the medical device and/or pharmaceutical industry.
- Five to seven (5-7) years’ experience in a leadership role.
- Practical experience and global mastery in global quality standards and regulations governing medical products.
- Outstanding communication skills (both written and spoken), to all layers of the organization, including executive level.
- Emotional Intelligence/cultural awareness (interacting globally).
- Ability to think in a clear, decisive manner, remaining calm under stressful and challenging conditions.
- Ability to efficiently work through quality, organization and business issues with a focus on solutions and proactive contingency planning in support of the customer and business objectives.
- Ability to apply budgetary analysis principles and effective allocation of internal/external resources.
- Strong understanding of risk management principles and ability to apply these principles in day-to-day quality management activities, compliance issues, and business challenges.
- Commercially astute and customer focused.
Working Conditions:
Travel:
- Role is remote-based with preference to location in the United Kingdom
- Travel is expected to be approximately 25% with projected international travel
Language Skills Required:
- Speaking: English
- Writing/Reading: English
Our ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.
This is stepping up to a challenge.
This is work that’ll move you.
#ForeverCaring #ForeverConvatec #WeAreConvatec
#LI-DB1
#LI-REMOTE
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
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If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!
