The Director Customer Onboarding and Integration provides overall direction, leadership and coaching to the customer onboarding and integration function. Responsible for leading the team to achieve business results with a strong focus in animal health customer licensing, customer information systems, process optimization, data accuracy, and risk management. This role will ensure that MWI Animal Health onboarding and maintenance processes are continuously optimized and supporting a market-leading customer experience. This leader will be responsible for ensuring that customer accounts are successfully integrated through operational excellence across MWI Animal Health’s full portfolio of business.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Responsible for leading the Customer Onboarding and Integration team through effective organization, direction of activities, and appropriate delegation of functions ensuring a balance between compliance and best in class customer experience.
- Accountable for meeting Quality, Regulatory, and Legal standards required for business processes including but not limited to new customer application processing, customer state and federal license management, and customer information maintenance.
- Oversees execution, monitoring and continuous improvements of MWI’s onboarding and integration function, including process and policy development and documentation
- Establishes a culture of accuracy and accountability across the team.
- Conducts regular functional audits and assessments; identifies improvement opportunities; creates and executes optimization plans.
- Reviews and updates functional SOPs; ensures compliance to SOPs; ensures team understands and operates to SOPs.
- Serves as point of escalation for employee and customer inquiries; partners with leadership to resolve issues.
- Continuously monitor customer backlogs and case volumes; maximize team capacity and output quality to meet or exceed internal Service Level Agreements (SLAs).
- Responsible for establishing and monitoring team KPIs and forecasting case volumes based on enterprise trends and strategies.
- Identifies and deploys resources and training needs required for team to maintain SLAs and relevant team objectives.
- Creates and implements team plans to address future needs, with an emphasis on quality, scalability and cost containment.
- Maintains effective working relationships with key stakeholders, including but not limited to Quality and Regulatory Compliance, Legal, IT, Customer Information Management, Diversion Control and Security, Sales, and Customer Engagement.
- Serves as subject matter expert for the function and represent team in relevant forums.
- Develops escalation processes and notify critical points of contact as issues arise.
- Serves as MWI lead in assigned projects, reviews and CAPAs.
- Supports organization-wide educational programs to increase awareness of compliant processes and changes within the licensure environment.
- Hires, trains, and retains a talented team of service professionals.
- Performs related duties as assigned.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Requires broad training in fields such as business administration, sales, marketing or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education.
- Normally requires a minimum of seven (7) years directly related and progressively responsible experience managing and/or directing a call center or equivalent customer case management environment.
- Experience with continuous improvement (for example, Lean Six Sigma certification and working experience) and customer support environments is required.
- General understanding of local, state and federal laws and regulations related to Animal Health distribution desired.
- Must have demonstrated experience of scalable process optimization.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Proven ability to communicate effectively both orally and in writing; ability to present information professionally and effectively to customers, associates, and management.
- Presents information in logical, easily understood sequences; conducts necessary preparatory work to ensure well-prepared for interactions with internal business partners as well as customers.
- Solid understanding of business functions/end-to-end processes Drug Company business objectives.
- Exceptional project management and organizational skills, including the ability to effectively deploy resources and manage multiple projects with concurrent and/or aggressive deadlines.
- Experience in organizing, planning, and executing large-scale projects from vision through implementation.
- Possesses a methodical, business process-oriented mindset with high detail-orientation, ensuring accuracy and completeness, demonstrated customer-focus.
- Must be able to quickly assess and act on changing priorities.
- Demonstrated consultative skills and ability to effectively facilitate groups to consensus; ability to create trust and confidence quickly.
- Strong interpersonal skills sufficient to develop and maintain effective working and business relationships with others.
- Ability to lead dynamically and energize multidiscipline work teams to learn and apply new skills and techniques to respond to business needs.
- Excellent decision making and problem-solving skills; ability to resolve issues effectively and efficiently.
- Ability to complete work with minimal oversight and have a willingness to travel to meet objectives.
- Demonstrated flexibility and adaptability required for success within an evolving organization.
- Ability to direct activities of others, including coaching, training, and developing.
- Demonstrated working knowledge of Microsoft Office Suite (e.g., PowerPoint, Excel, Word, Project).
