Merck Regional Operations Director, The Americas in Kenilworth, New Jersey
Reporting to the Executive Director, Global, Travel, Meeting & Cards the Regional Operations Director for The Americas is accountable for the execution and delivery of meeting, travel and card services within the North and South America regions. This person is a dynamic leader who desires to lead a team of professionals to deliver
value driven solutions to internal clients. The position is responsible for leading approx. a team of 15 employees located across 20+ countries and oversight of our strategic meeting management program and its performance.
The position is responsible for managing the team’s business operations, ensuring that the group is aligned with the company’s mission, vision and objectives and ensuring projects are completed on time and within budget. The position also ensures the department’s success by providing strategic vision, stakeholder relationship management to drive change and staff development. Other responsibilities include, but are not limited to: travel booking processes, management of travel agencies, preferred hotel and air program compliance, travel safety programs, corporate card program, data feeds for payments and compliance monitoring. Meeting and event services include, but are not limited to: meeting management process, management of meeting planning and production agencies, preferred venue compliance, corporate meeting card program, data feeds for business analytics and compliance reporting. This position is open to be located in Mexico or USA.
Leads the overall delivery of operations, technology and spend management programs utilizing internal resources and external partnerships to meet business needs within the framework of compliance obligations, accepted service levels, and cost efficiencies
Works closely with operational excellence, process excellence, global procurement and strategy within TM&C to implement our companies travel and meeting policies
Performs all required people management obligations including performance reviews, succession planning, talent assessments and workforce planning
Manages and monitors process performance measures and ensures best practices and operational improvement actions are implemented with consistent and continuous improvement
Ensures implementation and integration of key programs and program changes, including policies and sourcing methodologies
Contributes to ongoing supplier performance management and score carding of our supplier partners
Acts as a key point of contact for problem resolution and concerns within The Americas region
Provides feedback to TM&C leadership team on service levels, customer experience, and input for redesigning or updating services and processes to increase levels of satisfaction
Change management - Clearly articulate change within the team and demonstrate the long-term strategic value in a new way of working within program delivery, ensure local needs are always taken into consideration and best practices are identified between regions
Develops and implements corrective action resulting from audit data
Timely, consistent and flawless delivery of meeting services for the enterprise
Lead the team, providing support and guidance to the direct reports to ensure customer needs are identified and appropriately addressed
Develop appropriate services business metrics and reports and ensure proper staffing and service to meet company business needs
Understand the marketplace and positioning across segments and solutions to ensure that group business goals are consistent and differentiated when appropriate
Develops and maintains effective reporting, billing and tracking systems for TM&C management purposes
Collaborate with meeting services team and customer base to identify budgets and establish EA's for business and profit planning purposes
Facilitate relationships between customers and meeting planning suppliers enabling direct and efficient interaction with meeting execution
Establish and monitor KPIs (Key Performance Indicators) for customers consistent with department measures and conduct quarterly review meeting with customer base
Review savings initiatives to assure valid savings are continually captured and reported
Interact with and present to high-level executives to strategically position the department and articulate the group’s value proposition
Embrace process-driven disciplines and facilitate the dissemination among clients and peer groups of shared services best practice
Data driven mindset - Using data to drive innovative solutions for our business partners as they look for further efficiencies and increase the customer experience within their program
Customer focused - understand the needs of our clients both internally and externally
Ability to thrive in a fast-paced, matrix environment
Possess a keen focus on business results
Ability to manage a team across two regions
Lead teams to develop and focus on the customer experience, supplier performance, account management and service delivery that aligns to business objectives for travel, meeting and card program
Be a dynamic and supportive leader who sees the big picture and has a passion for the power of well-conceived shared services and an operationally best-in-class organization
Ensure the continued development of staff for their growth and their ability to deliver on their clients’ needs and a strong focus on developing a team of future leaders
Ability to lead team through operational change
Fluency in English
Fluency in Spanish
Minimum of 10+ years of client-focused
Bachelor’s degree (or equivalent relevant experience)
Previous experience in managing people and cross-functional projects.
This role requires the leader to be based in a headquartered office 80% of their time - This will further promote stronger collaboration, partnership, alignment and further support from the extended leadership team, frequent travel throughout South America is required
Open communicator: Excellent oral, written (English & Spanish) and interpersonal skills with the ability to work effectively with diverse groups of peers and strong business partners
Influencer: Team player with proven ability to foster and manage working relationships in a matrix environment. Appreciation for other perspectives, coupled with the ability to successfully gain the support and buy-in from all levels of the company
Strategic Thinker: Ability to identify strategic needs with little or no direction, resource key projects and translate strategies into actions
Critical Thinker: Able to integrate company goals and objectives into department goals and activities/communications. Can work with a blank-sheet of paper
Supplier performance management focus - this role will now be focused on Supplier Performance Management and delivery, with a significantly reduced internal team and less focus on logistics
Ability to lead team through operational change
Fluency in Portuguese
10+ years of experience in pharmaceutical meeting and events industry preferred
Strong international exposure, particularly with our offices/personnel globally and possess outstanding communication skills
Have a solid knowledge of most meeting types, be familiar with congresses/conventions, travel, and payments and be up to date on internal procedures, guidelines and policies within Our Company
Organizational Agility: Ability to work effectively in dynamic, rapidly changing, team-based environment
Detail Oriented: Excellent ability to work on multiple tasks simultaneously with strong organizational and prioritization skills, addressing critical daily issues as well as keeping focus on strategic priorities
Strong problem solving and decision-making skills
Goal oriented and personally accountable; resourceful and self-directed
Six Sigma Green Belt or Black Belt certified
Change Execution Management (CEM) certification
PMP (or equivalent) certification
Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.
Who we are …
Merck & Co., Inc., Kenilworth, New Jersey, USA is known as “Merck” in the United States, Canada & Puerto Rico. We are known as “MSD” in Europe, Middle East, Africa, Latin America & Asia Pacific. We are a global biopharmaceutical leader with a diverse portfolio of prescription medicines, oncology, vaccines and animal health products.
We are driven by our purpose to develop and deliver innovative products that save and improve lives. With 69,000 employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop and grow in our careers. We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development.
What we look for …
In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth .
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Requisition ID: R22387
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