PMS Complaint Handling Manager

Job Title : PMS Complaint Handling Manager

The PMS Complaint Handling Manager is responsible for managing teams of investigators and reviewers, overseeing complaint evaluation and resolution, optimizing resource allocation, ensuring adherence to company policies, facilitating interdepartmental communication, escalating significant issues, managing talent, and implementing a management review process to uphold organizational performance and objectives.

In this role, you have the opportunity to :

Lead a cross‐functional team within a business, following  standard processes, to help  improve patient safety in our products 

Job Responsibilities:

• Manages a team of investigators, responsible for evaluating, investigating, and resolving complaints, conducting initial assessments of reportability, and escalating to the manager when necessary, ensuring comprehensive resolution and effective management of both product and non-product matters.

• Guides a team of reviewers, oversees their responsibility to review and accurately apply appropriate coding to service records, that serves as vital inputs to the complaints process, ensuring the integrity and efficiency of the overall complaint handling system.

• Initiates and formulates complaint operations policies and establishes procedures that impact the immediate organization(s), recommending changes as necessary to enhance operational efficiency and effectiveness.

• Escalates issues to senior management for additional consideration or decision-making, ensuring that significant matters are brought to the attention of higher authorities for appropriate resolution in alignment with organizational objectives and priorities.

• Manages talent across the PMS complaint operations team, acts as an advisor to subordinate(s), providing guidance to meet schedules and/or resolve technical problems, drives employee selection, performance management, compensation management, career development, and ensuring effective operational management.

• Establishes an effective management review process and incorporates routine reporting mechanisms to ensure ongoing evaluation and oversight of organizational performance and objectives.

• Monitors complaint resolution timelines to ensure strict adherence to established service level agreements, utilizes PMS tools effectively to track progress and identify areas for improvement, upholding high standards of service quality and customer satisfaction.

• Conducts training sessions for staff, equips them with complaint handling knowledge and high standards of customer service, ensuring timely and effective responses to customer issues, thereby fostering a culture of excellence in customer relations within the team.

• Prepares comprehensive reports analyzing complaint trends, resolutions, and the efficacy of corrective actions implemented to enhance service quality and customer satisfaction.

Minimum required Education:
Bachelor's / Master's Degree in Medical Sciences, Healthcare Management, Industrial Engineering, Supply Chain Management or equivalent.

Minimum required Experience:
Minimum 8 years of experience in areas such as Medical Device, Quality Assurance, Quality Control, Clinical Research or equivalent.

Preferred Education:
Master's Degree in Biomedical Engineering, Quality Assurance, Regulatory Affairs, Medical Sciences, Healthcare Management, Industrial Engineering, Supply Chain Management, Bioinformatics or equivalent.

Preferred Skills:

• Complaint Management - Mandatory

• Vigilance Reporting - Mandatory

• People Management - Preferred

• Post-Market Surveillance Mechanisms

• Quality Management Systems (QMS)

• CAPA Methodologies

• Continuous Improvement

• Budget Management

• Regulatory Compliance

• Quality Risk Management

• Strategic Planning

• Quality Assurance (QA)

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company's facilities.
Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.

Indicate if this role is an office/field/onsite role.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.