CSL Seqirus is hiring a Business Operations Manager/Snr Manager - Montreal, Quebec (Hybrid)

Position Summary The Business Operations (Senior) Manager leads comprehensive commercial operations in Canada, providing crucial support to the CSL Seqirus commercial team across order processing, billing, customer support, distribution, and business intelligence. This role supervises third-party logistics partners and import agencies, ensuring product handling meets Good Distribution Practice and organizational quality standards. The incumbent will be instrumental in streamlining processes, enhancing customer satisfaction, and supporting commercial strategies across federal, provincial, wholesaler, and private market segments. Key Responsibilities Order-to-Cash & Customer Service Operations • Direct the entire order-to-cash process, encompassing order entry, shipment scheduling, billing, accruals, and electronic invoice transmission. • Handle customer sales orders, product inquiries, and status updates, guaranteeing precision in product details, pricing, lot allocation, and shipping information. • Collaborate with Finance regarding customer credit limits, payment resolution, and invoice/credit note reconciliation. • Facilitate timely product distribution adhering to Quality Distribution Standards, Good Distribution Practices, and internal Standard Operating Procedures. • Manage returns, credits, and associated activities in alignment with organizational policies and customer agreements. • Maintain accurate customer database, working with Data Management to ensure data integrity. • Guide and develop customer service team, fostering clear communication with internal partners and customers. Inventory, Supply & Logistics Management • Collaborate with Global Supply and Logistics to ensure forecasted doses are imported, released, and available per customer and internal supply plans. • Optimize inventory management across third-party logistics sites to maximize distribution efficiency and cost-effectiveness. • Coordinate importation activities with global logistics, third-party providers, import agencies, and Canada Border Services Agency according to established performance indicators. • Monitor lot release timing with internal and external quality assurance, ensuring timely sampling, approvals, and proactive issue management. • Conduct regular stock reconciliations, support annual physical inventories, and manage unsold goods returns and destruction per local regulations. • Forecast and update transportation expenses for Finance; implement Global Trade Item Number and serialization requirements. • Ensure compliance with all operational procedures and quality assurance processes, including technical product complaint handling and adverse event reporting. Key Customer & Stakeholder Relationships Government • Develop and maintain robust relationships with federal and provincial government supply chain personnel. • Support tender submissions and ensure comprehensive contractual compliance post-award. • Provide required reporting on lot releases and delivery status to tender authorities. • Coordinate government returns, goods destruction, credit notes, and related financial provisions. Wholesalers & Distributors • Manage wholesaler/distributor relationships, implementing annual stocking programs to maximize private sales and minimize returns. • Analyze seasonal sales and cost data to recommend strategic improvements in service levels and cost management. • Communicate supply timing and gather market intelligence, including public market distribution insights. • Oversee returns, credits, goods destruction, and associated financial updates. Private Market Customers • Cultivate long-term relationships with private market customers and key accounts, including commercial proposal negotiations. • Lead customer communications for seasonal offerings, pre-booking, and in-season orders. • Annually verify provincial regulations to confirm private customer eligibility. • Collaborate with third-party sales organizations to coordinate orders and resolve customer requests. • Manage return and credit processes, including approvals and financial provisions. Business Analytics, Process Improvement & Compliance • Drive continuous operational improvement across customer service, supply chain, and distribution. • Generate and analyze operational data to identify trends and support strategic decision-making. • Ensure system data accuracy in collaboration with cross-functional teams. • Develop detailed process work instructions. • Participate in audits, implement corrective actions, and support compliance activities. • Support digital process transformation to enhance customer experience. Leadership & Scope • Manage professional-level employees, third-party logistics partners, and external suppliers. • Ensure high customer satisfaction and effective business process execution. • Collaborate across global functions to guarantee precise, timely deliveries. • Assess operational risks and deliver projects with minimal supervision. Knowledge, Skills & Competencies • Strong leadership with customer service and operations team management experience. • Proven cross-functional collaboration skills. • Process-oriented with customer and quality focus. • Exceptional organizational and time management abilities. • Outstanding bilingual communication skills. • Advanced proficiency in SAP and Microsoft Office. • Strong analytical and problem-solving capabilities. • Ability to work effectively in complex, regulated environments. • Resilient, adaptable, and proactive approach. • Comprehensive understanding of Canadian healthcare system and regulatory landscape. Minimum Requirements • Bachelor's degree in business, communications, or related field. • APICS Certified in Planning and Inventory Management. • Council for Continuing Pharmaceutical Education accreditation. • 7+ years' experience in supply chain, customer relations, logistics, sales, or related operations. • SAP and Microsoft Excel proficiency. • Pharmaceutical/healthcare industry experience preferred. • Fluency in English and French.