Operational Controls Manager

•Manages day-to-day execution of operational control monitoring across assigned teams and programs; ensuring day-to-day operational targets are met for the Operational Controls Analysts. GJFA Global Benchmark

• Ensure monitoring adheres to approved frameworks, scoring logic, and definitions and

standard work, and calibration routines to maintain consistency.

• Apply control definitions consistently while accounting for program context without drifting from

standards.

• Manage monitoring volume, cadence, and depth based on operational risk, channel, and lifecycle

stage; adjust staffing and focus during hypercare/launch periods.

• Directly manage and develop Operational Controls Analysts through clear expectations,

prioritization, performance standards, onboarding, and ongoing skill development.

• Coach analysts on monitoring accuracy, judgment, and consistency.
• Support team resilience through intentional cross-training across programs and monitoring

functions, monitoring responsibilities while protecting required specialization.

• Enforce clear boundaries between monitoring, remediation, coaching, and training; prevent scope

creep and reinforce documented decision rights and escalation paths.

• Conduct first-level quality checks before submitting for escalation review.
• Prepare and submit escalation inputs for governance forums and to partner teams (e.g., Program

Management/Supervisors, Central Operations, Programs & Systems Training) for action and resolution.

• Partner with the Associate Director to ensure monitoring readiness for new programs, channels,

and operational changes (including hypercare planning and execution).

• All activities and responsibilities performed in alignment and direction from Associate Director.

This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

• Monitoring teams deliver consistent, high-quality control insights with strong inter-rater reliability
• Monitoring outputs are timely, accurate, and clearly tied to defined control objectives and

evidence

• Escalations are clear, actionable, and routed through the correct governance pathways
• Analysts understand and respect scope boundaries (monitoring vs. remediation/coaching)
• Cross-training improves coverage and resilience without reducing quality

• Education: Bachelor’s Degree required. MBA or other graduate degree a plus

Required Experience:

• 3+ years of experience leading operational, quality, audit, or monitoring teams in a complex

environment

• Patient services or similar (including specialty pharmacy distribution & capabilities, patient care

coordination, operational workflows, and managed care knowledge)

• Demonstrated people leadership, coaching, and performance management capability
• Experience operating within regulated and/or risk-based frameworks, with strong attention to

control definitions and evidence

• Strong judgment, analytical thinking, and ability to communicate clear, actionable insights to

stakeholders

• Ability to enforce scope, standard work, and governance discipline in ambiguous settings
• Highly proficient in MS Office tools, quality monitoring and contact center results analysis,

reporting.

• Experience working with systems such as Salesforce, Verint, Genesys, Five9 and other quality

monitoring systems; AI solution experience a plus. •Demonstrated use of critical thinking skills, leveraging technology and data to perform call quality monitoring efficiently, effectively meeting KPIs as defined •Bilingual Spanish and English. Highly proficient with reading, writing and spoken Spanish and English language skills.