Job Description Summary

The Manager Market Engagement & Governance serves as a key interface between International markets regions Commercial & Launch Strategy (CLS) and Business Solutions International (BSI). The role is responsible for supporting stakeholder engagement demand governance operational alignment and customer experience across the BSI service portfolio. The role aligns stakeholder needs with BSI capabilities facilitates cross-functional collaboration and ensures priorities are translated into actionable plans and delivered through appropriate teams.

The Manager combines stakeholder management governance oversight operational planning and continuous improvement to ensure transparency accountability and value realization. The role helps drive alignment between market priorities and BSI resources while supporting the adoption of Golden Standard Solutions operational excellence initiatives and AI-enabled ways of working.

Working closely with regional and country stakeholders CLS BSI teams DDIT Finance and other cross-functional partners the Manager contributes to improved customer satisfaction stronger governance operational efficiency and successful delivery of business priorities.

 

Job Description

Key responsibilities:  

Market & Stakeholder Engagement

Act as a primary pint of contact for assigned markets regions and above-country stakeholders.

Gather prioritize and coordinate business requests through structured demand governance processes.

Facilitate collaboration across BSI CLS DDIT Finance and partner functions.

Ensure stakeholder needs are understood addressed and routed to the appropriate teams.

Support issue resolution and monitor stakeholder satisfaction with delivered solutions.

Demand Governance & Prioritization

Support demand intake prioritization and tracking across BSI service areas.

Ensure requests are evaluated and aligned with business priorities resource availability and strategic goals.

Maintain visibility of demand pipelines resource requirements risks and dependencies.

Support governance forums and decision-making processes.

Ensure transparency and consistency in prioritization and execution.

Partner with BSI leadership and functional team to align activities with International and CLS priorities.

AI Governance operations

Coordinate AI governance activities across stakeholders technology risk legal and compliance stakeholders.

Manage AI governance processes approvals controls and reporting frameworks.

Monitor governance compliance risk mitigation and operational KPIs driving corrective actions where required.

Manage stakeholder engagement change management training and continuous improvement of AI governance framework in International

Customer Experience & Operational Excellence

Establish ongoing dialogue with stakeholders to understand satisfaction levels and business needs.

Monitor adoption and effectiveness of BSI solutions and services.

Support KPI development reporting and performance reviews for stakeholder engagement activities.

Identify opportunities to improve customer experience governance effectiveness and service performance.

Promote a customer-centric culture across BSI Operations.

Continuous Improvement AI & Change Enablement

Identify and implement process improvements that increase efficiency and transparency.

Drive adoption of automation GenAI and digital productivity solutions.

Support change management activities associated with new services processes and operating models.

Contribute to competency development and best-practice sharing across BSI Operations.

Leverage AI tools such as Microsoft Copilot and AI Agents to improve productivity and stakeholder service.

 

Functional Skills & Knowledge

Strong stakeholder management and customer engagement capability.

Understanding of demand governance prioritization and operational planning processes.

Experience working in cross-functional matrixed and global business environments.

Strong communication facilitation and influencing skills.

Understanding of operational excellence and continuous improvement methodologies.

Experience with KPI development performance reporting and stakeholder management reporting.

Ability to align business priorities with operational execution.

Strong problem-solving and issue-resolution skills.

Knowledge of GenAI automation and digital productivity solutions.

Good commercial awareness and understanding of International business operations.

Essential Requirements:  

Stakeholder satisfaction and engagement effectiveness.

Timely and effective demand intake prioritization and resolution.

Alignment of BSI activities with market regional and CLS priorities.

Adoption and utilization of BSI solutions and services.

Quality and timeliness of governance reporting and operational reviews.

Successful resolution of stakeholder issues and escalations.

Delivery of operational excellence and continuous improvement initiatives.

Productivity improvements enabled through AI automation and simplification efforts.

Ideal Background

8–12 years of relevant experience aligned to a Manager level role.

Experience in stakeholder engagement governance operations business excellence PMO customer success consulting or related business functions.

Experience working in global matrixed organizations with multiple stakeholder groups.

Strong track record in cross-functional collaboration and stakeholder management.

Experience supporting governance forums prioritization processes and operational planning activities.

Exposure to business transformation change management or operational excellence initiatives.

Experience working with reporting dashboards performance metrics and management information.

Demonstrated ability to influence without authority and build trusted partnerships.

Pharmaceutical healthcare life sciences or similarly regulated industry experience preferred.

Proficiency in using Generative AI tools (e.g. Microsoft Copilot AI Agents) to improve productivity decision-making and stakeholder engagement.

Desirable Requirements:

Stakeholder Management

Market & Customer Engagement

Deman Governance

Operational Planning

Cross-functional Collaboration

Customer Experience Excellence

Governance & Compliance

Performance Management & KPIs

Communication & Influencing

Problem Solving

Continuous Improvement

Change Management

Business Excellence

AI & Automation Enablement

Strategic Thinking

Planning & Prioritization

Relationship Management

Operational Excellence

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart passionate people like you. Collaborating supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture  

 

Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards   

 

Skills Desired

Analytical Thinking Brand Awareness Business Analytics Cross-Functional Collaboration Digital Marketing Media Campaigns Project Management Project Planning Sales Stakeholder Engagement Stakeholder Management Waterfall Model