Chief Complaint Manager

4 days ago

Hyderabad, Telangana, India beBeeComplaint Full time US$ 1,98,000 - US$ 2,34,500
Product Complaint Leader

As a vital member of the Quality team, you will play a pivotal role in driving global complaint processes and continuous improvement. Your primary responsibility will be to maintain oversight of complaints throughout their lifecycle, from intake to closure.

Key Responsibilities:

  • Drive execution of the global complaints business process and continuous improvement
  • Maintain oversight of complaints throughout the lifecycle from intake, processing, and through closure
  • Apply in-depth knowledge and subject matter expertise to determine the steps necessary to improve the complaint management system to address root causes for the complaints
  • Provide accurate and robust surveillance information that meets global health authorities requirements
  • Manage the Business Performance team for Combination Product Quality to ensure timely completion of goals and objectives

Additional Responsibilities:

  • Leverage expertise and effectively engage with technical functions to translate risk assessments into complaint codes and decision trees and ensure continual alignment with regulatory filings
  • Manage data sources used for trending, provide necessary data to technical teams for advanced analysis
  • Ensure alignment between linked product complaint and adverse events investigations with Safety data and support for requests from global health authorities regarding the complaints process
  • Communicate potential product quality or business risks to leadership
  • Escalate critical issues and findings to ensure incorporation into Management Review
  • Contribute to inspection readiness activities
  • Lead cross-functional initiatives to improve and strengthen complaint management system and processes
  • Interpret SOPs and regulatory requirements
  • Own Process Standards, Process Overview and SOPs and ensures alignment with document hierarchy and templates
  • Set project timelines and priorities for key initiatives and/or team activities
  • Provide guidance and technical advice to key stakeholders involved in managing complaints
  • Lead and develop a team, providing staff member supervision and on-going coaching
  • Drive Operational Excellence as it pertains to complaint management processes and system
  • Strategically plan, analyze, and manage resources
  • Act upon performance metrics and process issues, implementing actions to drive continuous improvement and escalation to management if needed

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