Team Lead Sales Operations

Job Description Summary

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape!

Lead and scale the Sales Operations B2B team within Global Business Operations B2B by driving operational excellence across the end-to-end Order-to-Cash process. The role is responsible for managing all aspects of Sales Operations for a significant region, including resource allocation based on workload and priorities, professional development of the team, reporting, and delivery of group objectives. In addition, the position holder owns order management activities for defined B2B customers for APIs and FDFs delivered to third-party customers, while ensuring seamless integration and alignment of local and global processes. The role is accountable for customer experience, process standardization, and continuous improvement across global B2B operations, in close collaboration with commercial, supply chain, and finance stakeholders.

Job Description

Major Accountabilities

• Build, develop, and sustain a high‑performing Sales Operations team through structured onboarding, continuous training, coaching, and performance management. Ensure new team members are effectively onboarded through appropriate system access, training, and ongoing support to enable timely and high‑quality performance in their roles.

• Plan and allocate team capacity effectively to ensure uninterrupted, high‑quality service delivery aligned with workload, priorities, and business demands. Provide senior-level oversight and resolution of escalated operational issues, including complex order management, invoicing discrepancies, and customer complaints.

• Ensure consistent adherence to customer service processes, internal controls, and established SOPs; coordinate updates to SOPs in line with process or system changes. Own end‑to‑end customer service activities, including forecasting, order management, dunning, complaints handling, and Artwork management, in compliance with internal guidelines and customer-specific requirements.

• Drive timely and accurate order execution through relevant systems, while continuously monitoring the end‑to‑end Order‑to‑Cash process to meet service and performance targets. Being responsible for correct artwork implementation in accordance with regulatory requirements.

• Act as the primary contact point and interface for defined external customers, ensuring proactive, solution‑oriented communication and timely resolution of inquiries. Partner closely with Sales Directors, STO, and cross‑functional stakeholders (Supply Chain, Finance, Quality, IT) to align priorities and act as a trusted internal advisor.

• Champion customer and account-related topics across the organization, raising awareness of risks, opportunities, and service improvement needs. Lead and support continuous improvement initiatives within Sales Operations and Business Operations, including standardization, process optimization, and system enhancements.

• Ensure timely reporting and escalation of technical complaints and transport deviations in line with quality and regulatory requirements. Contribute to and support supply chain–related projects, transformation initiatives, and global process harmonization efforts. Demonstrate the ability to identify unusual trends, variances, and risks in operational performance, and clearly communicate insights along with recommended actions.

• Contribute to and support supply chain–related projects, transformation initiatives, and global process harmonization efforts. Proactively establish robust backup and knowledge‑transfer structures to reduce key‑person dependency and ensure service continuity. Contribute to and support supply chain–related projects, transformation initiatives, and global process harmonization efforts.

Key Performance Indicators

• Achievement of overall team performance targets, including top‑line and bottom-line objectives.

• Customer satisfaction and quality of end‑to‑end service delivery. Timely and effective operational support to the Commercial organization.

• Quality of collaboration and feedback from internal stakeholders. On‑Time‑In‑Full (OTIF) delivery performance.

• Timely execution of planned product launches and business transfers. Results of audits and self‑inspections relevant to Sales Operations.

• SFCF control outcomes related to Sales Operations processes and responsibilities. Individual performance objectives and development goals as defined and evaluated through Sandoz’s performance management framework in Workday

• Financial and Business Results (indirectly):

Position holder contributes to the overall Financial and Business results of Global B2B by driving the order-to-cash process.

Education:

• Bachelor’s or master’s degree in supply chain management, Business Administration, or a related field is required.

• A master’s degree in business administration or a related discipline is preferred.

Languages:

English

Experience and Skills:

• 12–14 years of progressive experience in supply chain management, sales operations, project management, or related functions, preferably within a pharmaceutical or Global Capability Center (GCC) environment.

• Strong understanding of end‑to‑end sales and commercial processes, including complex Order‑to‑Cash (O2C) workflows.

• In‑depth knowledge of complex supply chain, logistics, and inventory management processes in a global, matrixed organization.

• Demonstrated people management experience, including leading, developing, and motivating teams.

• Proven track record of successfully leading complex, cross‑functional projects and driving outcomes across multiple stakeholders.

• Hands‑on functional expertise in SAP (SD, MM, and FI modules), with experience supporting or leading SAP S/4HANA implementation.

• Strong ability to collaborate effectively with diverse teams and senior stakeholders across different geographies, cultures, and functions.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported!

Join us!

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Skills Desired

Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service, Customer-Support, E-Learning, Field Service Management, Front-End Development, Order Management, Professionalism, Sales, Waterfall Project Management