India Business
Department
Sales Force Excellence (SFE) team
Job Purpose
Overall ownership for managing helpdesk for CRM and ipad delivery across pan-Cipla to provide a seamless experience to the field force within defined TATs.
Key Accountabilities (1/6)
I. CRM helpdesk management
Responsible for managing the CRM Vendor support team servicing the 8K+ strong Cipla FF thereby ensuring continuous improvement of the support team service levels to the field and maintenance of a 48 Hr TAT of response to tickets.
Manage CRM system escalations raised by Bus/FF with respect to timely resolution of current issues and also plan for any business exigencies that arise where in helpdesk support needs to be enhanced to control volume of queries.
II. Ipad delivery and inventory management
Responsible for managing the overall operations of iPad distribution and recovery collection with the Vendor, ensuring a smooth new joinee experience and employee separation as per defined SLAs.
Drive the iPad device distribution and collection process with external vendor team for minimal outstanding devices and ensuring optimal levels of inventory maintained.
Procurement of inventory based on any added HC or replenishment that arises as a business requirement and raising of PR / PO in the requisite systems.
Key Accountabilities (2/6)
III. Vendor management and governance
Responsible for Hardware vendor selection, negotiation, and timely sourcing and availability of iPads for Cipla.
Ensuring periodic cadence with the helpdesk teams with the objective of having a governance structure in place for control and monitoring performance of the Helpdesk teams.
Provide timely helpdesk analytics, insights and feedback to Business on current opportunities, challenges and provide solutions for improvement of existing helpdesk systems and processes.
IV. Understand on-ground issues
Periodically working in the field & interacting with team and customers with objective of identifying challenges faced by stakeholders.
Suggest ways to bring down the ticket levels and escalations by training, communication, chat bots, FAQs.
Major Challenges
Operational challenges – Need a lot of coordinating with various cross functional stakeholders
Overcome by prioritizing and escalating issues when not sorted out
Key Interactions (1/2)
Internal
Field Force, Marketing Teams, SFE, HR, IT for existing projects, analytics,
Training, trouble shooting in systems,communication (Daily)
External
CRM Vendors and Hardware to ensure SLAs are met
Once or twice a Week governance
Education Qualification
Science Graduate / B. Pharma, Desirable: IT Systems and processes
Relevant Work Experience
5-7 years of relevant experience in IT/business/operational/ commercial excellence in Pharma
Sales Force Automation, IT Systems, Helpdesk Management
Must have experience in Managing a Team
Presentable with Good Communication skills
Analytical skills
Team player and have ability to influence peer group and leadership
Ability to interact with Senior leadership team
Key Decisions (1/2)
Decisions
Provide solutions to existing escalations and issues faced by Business teams
Recommendations
Vendors for helpdesk management and ipad delivery
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