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CS & OTC Process Expert
RELX Group
posted 5d ago
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Key skills for the job
Job Description
A (CS&GME) Process Expert serves as a key stakeholder in managing and optimizing eDelivery entitlements and product processes, ensuring operational excellence and continuous improvement in service delivery.
Core Accountabilities
Process Leadership & Governance
- Establish and maintain comprehensive knowledge of Global Medical Education and Clinical Solutions eDelivery systems, entitlements, and product workflows.
- Lead continuous process improvement by challenging and evolving existing Standard Operating Procedures (SOPs), ensuring dynamic and adaptive operational strategies.
- Monitor and report key performance indicators and productivity metrics.
- Execute end-to-end process ownership and accountability.
Stakeholder Engagement & Documentation Management
- Foster collaborative relationships across teams to achieve departmental objectives .
- Demonstrate agility in supporting cross-functional initiatives and adapting to evolving business priorities.
- Cultivate and maintain strategic networks to effectively address customer/stake holders inquiries.
- Collaborate with product teams to ensure accurate implementation of product updates in entitlement procedures.
- Maintain and review documentation according to global standards, ensuring timely communication of procedural updates.
Quality Management & Compliance
- Execute comprehensive Root Cause Analysis (RCA) for customer escalations and dissatisfaction incidents.
- Implement quality assurance protocols through regular team audits.
- Oversee special projects and high-volume order fulfillment .
- Facilitate and support quality audit processes.
Continuous Improvement & Innovation
- Spearhead Corrective and Preventive Action (CAPA) initiatives in partnership with leadership.
- Conduct detailed Measurement System Analysis (MSA) and process evaluations.
- Lead team Continuous Improvement (CI) initiatives.
- Analyze customer satisfaction metrics (NPS) and dissatisfaction indicators to implement strategic enhancements.
- Drive process optimization efforts with key stakeholders.
Product Launch & Go-to-Market Strategy
- Represent eDelivery team and processes in Go-To-Market Network (GTMN) initiatives. Ensure management and team are proactively kept aware of developments
- Ensure processes are complete from E2E including the unhappy path and the actions required to resolve or escalate issues.
- Lead the integration of eDelivery processes in new product launches.
- Lead cross-functional collaboration for effective product information dissemination.
Professional Development
- Pursue ongoing professional development opportunities within the organization.
- Maintain receptiveness to feedback for performance enhancement.
Required Qualifications & Competencies
Technical Proficiency
- Advanced proficiency in Microsoft Office suite, particularly Excel.
- Working knowledge of databases and order management systems
- Experience with CRM, Sales Force, OSVC and product entitlement systems (preferred)
- Background in electronic media and healthcare IT solutions (preferred)
Professional Skills
- Superior written and verbal communication skills in English.
- Strong analytical and critical thinking capabilities.
- Demonstrated expertise in conflict resolution and problem-solving.
- Experience with order processing and/or entitlement systems.
- Meticulous attention to detail with focus on quality deliverables.
Interpersonal Capabilities
- Proven ability to build and maintain stakeholder relationships.
- Demonstrated success in cross-functional collaboration.
- Self-directed learning capability with strong independent work ethic.
- Effective communication skills with both external vendors and internal teams.
Work Environment
- Hybrid working model (remote and office)
- Flexible working hours
- Opportunity for continuous learning and development
Our Commitment to You
At Elsevier, we offer:
- Comprehensive health insurance
- Group life insurance
- Competitive long-service awards
- Inclusive and innovative work culture
- Clear career growth pathways
Why Join Elsevier?
- Contribute to advancing science and healthcare
- Work with innovative technologies
- Be part of a global leader in information and analytics
- Opportunity to make a meaningful impact
Employment Type: Full Time, Permanent
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What people at RELX Group are saying
Process Expert salary at RELX Group
reported by
1
employee
with 6
years exp.
₹6.3
L/yr - ₹8.1
L/yr
42%
more
than the average Process Expert Salary in India
View more details
What RELX Group employees are saying about work life
based on 99 employees
Flexible timing
Monday to Friday
No travel
Day Shift
RELX Group Benefits
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