Sr Manager Complaint Processing

As a Senior Manager Complaint Processing at AbbVie, your main responsibilities will include leading the Global Complaint team, overseeing the processing of product complaints for both Legacy AbbVie and Legacy Allergan portfolios. You'll manage complaint documentation and investigations, ensuring potential adverse events are appropriately reported. Furthermore, you'll be responsible for maintaining compliance with global regulatory requirements and leading project teams for process improvements. This role will also require interfacing with various stakeholders, including internal teams and healthcare professionals, highlighting the importance of communication and collaboration.

To qualify for the Senior Manager Complaint Processing position at AbbVie, you need at least a Bachelor’s Degree in fields such as nursing, pharmacy, or medical technology. A minimum of 6 years of work experience in a cGMP-related industry or clinical setting is preferred, alongside 2 years in a management role. You should possess knowledge of global regulatory requirements for pharmaceutical products and medical device reporting. Effective communication skills and the ability to work with cross-functional teams are also essential for success in this role.

AbbVie believes in investing in the growth of its employees. As a Senior Manager Complaint Processing, you will have access to various benefits that promote professional development. This includes a scholarship program for further education, along with opportunities for cross-training on other products. You’ll also engage in various projects aimed at enhancing process improvements and new product launches. The company’s commitment to an inclusive workplace means you will have ample opportunity to learn and grow within your role.

The work environment for a Senior Manager Complaint Processing at AbbVie is collaborative and dynamic, reflecting the company's focus on innovation and diversity. You will be part of a team that values inclusion, allowing you to share ideas and influence company practices. AbbVie promotes a flexible hybrid work model, which allows you to balance remote work with in-office responsibilities. Moreover, the culture fosters personal growth and well-being, providing a supportive atmosphere for employees to excel in their roles.

In the Senior Manager Complaint Processing role at AbbVie, you will work on various projects aimed at improving complaint handling processes and supporting new product launches. This includes leading project teams on critical initiatives, resolving issues that arise, and ensuring compliance with regulatory obligations. Your involvement in cross-functional projects will allow you to leverage your expertise to implement effective strategies and processes that enhance the overall effectiveness of the complaint processing system.

In your response, highlight specific roles where you handled complaint processes, detailing how you ensured compliance and effectively communicated with stakeholders. Share examples of how you've led teams or improved processes, emphasizing your ability to manage complaints and any regulatory challenges you faced.

To answer this question, explain your understanding of global regulatory requirements and your experience in compliance management. Provide specific examples of how you've adapted processes to meet regulations in previous roles, demonstrating your attention to detail and commitment to quality standards.

In your answer, use the STAR method (Situation, Task, Action, Result) to describe a specific instance where you successfully resolved a complex complaint. Highlight your problem-solving skills, your approach to collaboration, and how your resolution benefited both the customer and the company.

Discuss your organizational skills and any tools or methods you've employed to manage multiple complaints effectively. Emphasize the importance of assessing complaint severity and potential impact, and describe how you've balanced competing priorities without compromising service quality.

Explain your leadership style and how you motivate and influence your team to adhere to best practices. Share examples of how you've developed team skills through training, team-building activities, or regular feedback sessions to create a unified approach to complaint handling.

Describe your ongoing commitment to professional development, including industry conferences, professional associations, and regulatory updates. Mention how you apply this knowledge in your role and share any specific sources you rely on for the latest information.

Use an example from your previous experience where you identified inefficiencies in complaint processing. Explain the steps you took to analyze the situation, develop a solution, implement changes, and measure their effectiveness, highlighting the positive outcomes of your efforts.

Emphasize your conflict resolution skills by explaining your approach to addressing disagreements diplomatically. Discuss your strategies for fostering open communication and encouraging collaboration among team members, ensuring that conflicts lead to constructive solutions.

List specific tools or software you have used in previous roles related to complaint management. Discuss how you've effectively utilized these systems to improve workflow, track complaints and generate compliance reports, emphasizing their impact on your team's productivity.

Reflect on common challenges in complaint management, such as regulatory changes or increased inquiry volume. Discuss how you proactively address these challenges through training, streamlining processes, or leveraging technology to enhance your team's effectiveness.