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.

Indivior is dedicated to transforming addiction from a global human crisis to a recognized and treated chronic disease. Our vision is that all patients around the world will have access to evidence-based treatment for the chronic conditions and co-occurring disorders of SUD. The Indivior logo radiates its patient-focused, holistic focus on expanding access to quality treatment for addiction worldwide. Building on its global portfolio of opioid use disorder treatments, Indivior has a pipeline of product candidates designed to both expand on its heritage in this category and potentially address other chronic conditions and co-occurring disorders of SUD, including alcohol use disorder and cannabis use disorder.

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 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.

Management of Office of drug control permit management, including permit applications, permit endorsement and cancellation.

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.

Management of internal customer service team and daily activities of processing orders received and transmitted through email.

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 (including supporting new SKU set up, managing out of stock, pricing, product returns 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 storage solutions i.e. fridges and vaults.

Project management as require. These may include marketing ideas and customer specific requests.

Clinical Trials – all aspects of operational execution including labels, SKU set up, 3PL set up etc.

Partnering with the Quality business function in supporting regional GxP audits, change controls, deviations.

Partnering with the Regulatory Affairs function in supporting compliance of stock in market and operational execution of regulatory activities such as S19A (coordinating over-labelling activities). Other activities may include:

Implementation of artwork changes resulting from registration updates / amendments across AuA markets.

Management of stock (run in / run out) – ensuring the right stock is in the region in the right time frame, batch management to ensure sale is in accordance with regulatory timeline for each country within the region.

Who you are:

The successful candidate will possess the following qualifications and experience:

Bachelor’s degree in Supply Chain, Business or similar (APICS certification desirable)

Broad medical and pharmaceutical industry knowledge and experience (preferred)

Detailed knowledge of supply chain principles and best practice application

Experience working with wholesalers and distributors

Working experience with ERP systems

Team leadership/ people management experience (desirable)

In addition to the minimum qualifications, our new team member will also be able to demonstrate:

Self-motivation and flexibility, able to work effectively within a fast-paced, entrepreneurial environment.

Expert organisational skills with the ability to manage multiple tasks and priorities under deadline constraints.

Effective and empathetic leadership skills, capable of building strong working relationships and motivating teams.

Advanced coaching skills with the ability to develop people to realise their full potential.

Results oriented, driven by growth opportunities and challenges.

A high degree of commercial acumen, identifying business risks and opportunities and managing these effectively.

Possesses a strong customer focus and can effectively influence and build relationships with a range of internal and external stakeholders (such as Wholesalers, Warehousing, Pharmacies, Prescribers).

A strategic thinker, taking a logical and comprehensive approach to processes, with a patient centric approach.

Strong analytical and problem-solving with the ability to develop strategies, tactics and measurable implementation.

Resilient and able to respond under pressure.

Effective negotiator with strong communication skills and excellent command of the English language.

Tenacity, commitment and strives for excellence.

Medium to Advanced computer literacy.

Indivior is committed to providing a culture driven by guiding principles and top-tier benefits that match the importance of the work we do. In addition to a competitive base salary, the Indivior experience includes:

Additional paid leave days for Volunteering and Diversity and Inclusion

14% employer superannuation contribution

$4000 p.a. Health Insurance Allowance

Performance based bonus

Great office facilities with parking

Our Guiding Principles, Core Values and Vision provide a culture that unites and guides our employees

Indivior is an Equal Opportunity Employer