Manager, Market Engagement & Governance

Job Description Summary

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