Operations Manager, Australasia

TITLE:
Operations Manager, AustralAsia

Operations Manager, AustralAsia (AuA)

Who we are:
Indivior is a global specialty pharmaceutical company working to help change patients' lives by developing medicines to treat substance use disorders (SUD) and serious mental illnesses. The name is the blend of the words individual and endeavor, and the tagline “Focus on you” makes the company’s commitment clear. It represents and empathizes with the often-difficult journey each individual patient takes to overcome the challenges of addiction and mental illness.

Position Summary:
The Operations Manager, AuA leads the operations supply chain function for the region by developing and executing activities that support the AuA business. The Operations Manager, AuA works with external and internal stakeholders to ensure delivery of key objectives and to ensure supply requirements are fulfilled in the territories within Australasia (Australia, New Zealand, South-East Asia and any other countries as required).

The Operations Manager, AuA is responsible for product forecasting and demand planning, direct procurement and overseeing warehouse and logistics through our Third-Party logistics providers.

The position reports to the Head of AustralAsia and has people management responsibility.

The responsibilities of this job include:
Supply

Management of a controlled drug supply (S8) chain including cold chain product. Activities include:

- Support the country team in improvement of sales forecast accuracy and work closely with the Commercial Director to gather market intelligence to ensure adequate product supply via the monthly demand planning meeting.
- Preparation of S&OP data for AuA region and forecast review.
- Championing supply related issue resolution for the AuA region and conduct root cause analysis when necessary.
- Distributor country management including forecasting, replenishment, product release, relationship management and backorder management.
- Management of any potential stock write-off.
- Coordinate batch testing of product up to arrival into Australia as required.
- As a member of the Australian Medicines Shortage Team review stock holding on a monthly basis to assess whether Therapeutic Goods Administration (TGA) notification is required for any disruption to continuity of supply.
- Evaluate, implement and monitor systems, processes and procedures to enhance efficiency and ensure best practice and optimisation.
- Document policies and Standard Operating Procedures to support the function.
- Support the New Zealand (NZ) operations through replenishment, over-labelling, and order management activities.

Customer Service
- Oversee the order management process (both external through the 3PL and internal customer service team) from order taking to transmission of orders to 3PL through to freight management issue resolution.
- Lead the internal customer service team to process and manage customer orders promptly and accurately, ensuring that queries and complaints are managed efficiently, effectively and within the Company’s agreed timeframes/service level commitment in order to achieve maximum Customer Satisfaction and to support the Sales Team to drive sales growth.
- Mentor, coach and develop the Customer Care Specialists and identify and address, with training and educational initiatives, any gaps in skill set.
- Increase the effectiveness of the Customer Care team by strengthening processes, documentation and assessment of individual contributions to overall business progress.

Third-Party Management

Responsibility for managing end to end relationships with a range of Third-Parties, including contract and terms of business negotiation, more specifically:

- Third-Party Logistics provider (3PL) - overseeing services provided to ensure service expectations are met and within Indivior guidelines.
- Distributor Partners (Distributor Management Process - DMP) - For AuA markets outside of Australia managing the supply relationships with distributors. This includes contract and terms of business negotiation, monthly product replenishment plans to ensure appropriate product supply.
- Freight Forwarders
- Australian Wholesalers - activities include:

- Supporting new SKU set ups / change in SKUs
- Managing out of stock scenarios
- Pricing management
- Product returns including on receipt and End of Shelf Life
- Vendors - printing, testing laboratories, fridge supply etc
- S8 fridge management - placement, support, servicing, vendor management

Other Activities
- Drugs and Poisons Control Procedure (DPCP) - ensure commitments made to NSW Department of Health are executed accordingly (including critical timebound delivery docket and signed invoice).
- Reporting of key metrics to the business that help drive commercial decision-making and highlight areas for improvement.
- Equipment Loan program management and execution, including contracting, delivery, install, servicing and return logistics for loan product s