The Head of Business Excellence supports the CSL UK Vifor commercial team operating in the Cardio-Renal and Rare Nephrology space by delivering performance insights and analytics to inform strategic decisions at both national and local levels. This role provides key performance reporting, trend analysis, and predictive dashboards that enable the Head of Customer Engagement to evaluate and enhance business activities. Core responsibilities include leading the implementation of the CRM and Business Analytical systems across the UK and overseeing partnerships with flexible resource providers and commercial data vendors, ensuring these align with business needs. This role also manages budget and resourcing for the department, with an emphasis on building effective relationships with vendors like Iqvia. Additionally, the Head of Business Excellence drives learning and development by overseeing the onboarding training of the commercial team, coordinating targeted training, and fostering continuous improvement within the team. This role requires strong analytical skills, leadership, and a collaborative approach to advancing operational excellence across the commercial directorate.

Responsibilities include: -

• Provide commercial business with performance reporting and dashboards, that enable clear sight of trends, predictions, and actual performance. At national and local levels, providing evidence-based insights to explain the why behind the reports and dashboards.
• Co-ordinate reporting with Global colleagues to ensure UK business is represented accurately and appropriately.
• Development of/reporting of agreed KPis with the commercial leadership team for defined areas. Monitor and evaluate all commercial activities to demonstrate progress.
• Operational excellence: Provide leadership in the areas of business operations to ensure processes optimisation and lead change where needed. Achieve efficiency and effectiveness by coordinating and improving key processes to be aligned with commercial operations’ needs. Be pro-active in proposing new ideas and the use of new technologies were applicable.
• Oversee performance and relationship with external pilot providers of flexible commercial resources. Monitor, evaluate and make recommendations for resourcing flexible commercial resources
• Manage relationships with external data and solutions providers e.g. Iqvia to ensure data and solutions meet the needs of commercial team.
• Lead the development of the commercial induction program structure and content and co-ordinate the delivery.
• Maximise the performance of the orchestrator model through appropriate training and development interventions to meet the commercial operational plan.
• Evaluate the success of training interventions, providing regular reports to Head of Customer Engagement
• Lead, manage coach each member of the Business Excellence team to create a continuous improvement culture and share best practice.
• Input into the tender process across the product portfolio for UK including maintenance of key information on internal and external sites.

Qualifications, Skills and Experience: -

• 10 years significant experience in pharmaceutical industry, including commercial leadership and business analytics experience
• Experience of training role(s) in UK healthcare; field and office based.
• Significant experience of NHS funding and commissioning processes
• Basic understanding of medical aspects of therapeutic area along with willingness to develop in-depth
• Expert knowledge and experience of market analytical systems
• Demonstrable experience in performance coaching and in field coaching
• Strategic and analytical thinking
• Excellent presentation & facilitation skills
• Proven track record of collaboration with cross functional working to contribute to outstanding commercial achievement
• Professional level in English, both in oral and in written communications
• Highly proficient user of MS Office Programs (Word, Excel, PowerPoint

Desirable :-

• Industry experience and understanding of local market access
• Experience within NHS
• Experience in Renal and Cardio therapeutic areas
• Experience of working with commercial teams
• Experience of leading both functional and cross functional projects
• Experience working with Pharmaceutical Marketing teams
• Experience of NHS tender process
• Appropriate training qualifications such as NLP etc.
• MBTI practitioner
• Understanding of the legal and ethical issues affecting the promotion of new and existing products within the NHS.

About CSL Vifor

CSL Vifor aims to become the global leader in iron deficiency and nephrology.

The company is a partner of choice for pharmaceuticals and innovative patient-focused solutions across iron, dialysis, nephrology and rare conditions. CSL Vifor strives to help patients around the world with severe, chronic and rare diseases lead better, healthier lives. It specializes in strategic global partnering, in-licensing and developing, manufacturing and marketing pharmaceutical products for precision patient care.

For more information, please visit viforpharma.com

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