Global Complaints Manager

1 day ago

Hyderabad Secunderabad Telangana, India beBeeComplaint Full time ₹ 1,04,000 - ₹ 1,30,878

In this critical leadership position, you will oversee and execute a comprehensive complaint management system across the globe. You will lead a team of investigators, ensuring the entire process adheres to quality standards, procedures, and regulatory requirements.

Roles & Responsibilities
  • Team Leadership: Lead, mentor, and supervise a team of complaint investigators, providing guidance and support as needed. Establish performance expectations, monitor for daily improvement, and oversee staff development.
  • Complaint Process Management: Own and implement the global complaint process, ensuring compliance with company policies, laws, and regulations. Ensure the quality of all tasks and complaint records.
  • Compliance & Audits: Participate in audits and assessments, providing documentation and information on complaint management processes. Raise potential quality issues to management as needed.
  • Strategic & Operational Management: Lead team initiatives and projects, prioritizing workload based on changing volumes. Develop a culture of continuous improvement and customer-centricity within the team. Be accountable for day-to-day operations.
  • Continuous Improvement: Translate market information to drive continuous improvement initiatives. Leverage understanding of quality and industry requirements to maintain compliance.
Qualifications
  • A Doctorate degree; or a Master's degree with experience; or a Bachelor's degree with extensive experience; or a Diploma with a substantial background in quality management, focusing on complaints handling.
  • Quality and manufacturing experience in the biotech, medical device, or pharmaceutical industry is preferred.
  • Experience driving decision-making using DAI principles.
  • Proven ability to lead cross-functional teams and deliver timely, high-quality results.
  • Understanding of applicable manufacturing/testing processes is a plus.
Key Skills
  • Leadership: Strong leadership skills, supervising multiple projects simultaneously.
  • Problem-Solving: Ability to handle disagreements, find resolutions, and adjust strategies based on specific complaints.
  • Communication & Collaboration: Excellent ability to build rapport with customers and colleagues, developing a collaborative environment. Work effectively with global, virtual teams.
  • Strategic Thinking: Ability to negotiate a strategic position and grasp reputability while steering through regulatory guidelines.
  • Customer Focus: Ability to view issues from the customer's perspective, better understanding their concerns.

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