Operations Specialist

Biogen SANDBOX•Cambridge, MA

11d

About The Position

As the supervisor of the administrative function of Compliance & Legal Operations, the C&L Administrative Lead will: Manage and develop the global executive administrative assistant staff supporting the global legal and compliance department, which specifically includes staff supporting the leadership team and the centralized service model in several of C&L locations. Oversee the operating of the Hub model, including managing and supervising the ticketing system. Establish a customer service approach to prioritizing work requests, and establishing an escalation process. Develop key performance indicators and metrics reporting and analytics related to the use, frequency, ticket time, and success rates of the Hub operations. Develop key reports and dashboards to measure and communicate metrics to leadership. Design, develop and implement standardized global administrative procedures and policies with a focus on efficiency, effectiveness and collaboration as well as identifying and developing new methods to utilize the Hub in providing support to the global function. Develop and implement consistent onboarding and off-boarding processes and procedures, including new employee training for the global C&L function and team. With particular attention to tools, processes and the Hub. Conduct and develop training and education efforts associated with improving administrative operations and the service of the global administrative staff. Coordinate ongoing internal user group activities, collect and analyze feedback, and make recommendations to operations management regarding usability and process improvements. Perform other duties as assigned. The person in this role must be able to interact with the global Compliance and Legal team members, as well as business external and internal partners at all levels in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, calm, resourceful and efficient. This position requires a professional demeanor, sense of urgency, sense of humor, results-focus, and the ability to keep sensitive material and conversations strictly confidential. Expert level written and verbal communication skills, strong decision making ability and attention to detail are equally important. Qualifications: The nature of work requires high factual/procedural accuracy and dependability in presenting data. Assignments require considerable judgment and initiative. Candidates must be capable of independent action, understand implications of work and make recommendations for solutions and/or other improvements. The sensitive and highly confidential nature of information exchanged requires discretion, diplomacy, confidentiality and tact. Candidates must also have: Strong verbal and written communication skills; highly polished and articulate. Excellent inter-personal skills. Sense of humor. Good organizational skills with a demonstrated ability to work in an accurate manner. Demonstrated ability to work efficiently and to perform tasks simultaneously with minimum supervision in a fast paced environment. Demonstrated proficiency with processes, procedures, workflows and productivity tools, including software adaption and implementation. Ability to exercise sound judgment and determine priorities. Ability to demonstrate innovative thinking in finding solutions. Demonstrated experience in execution and accountability for project coordination. Willingness to work with changing priorities and take on new projects. Detail oriented, results driven and customer service focused.

Requirements

Strong verbal and written communication skills; highly polished and articulate.
Excellent inter-personal skills.
Sense of humor.
Good organizational skills with a demonstrated ability to work in an accurate manner.
Demonstrated ability to work efficiently and to perform tasks simultaneously with minimum supervision in a fast paced environment.
Demonstrated proficiency with processes, procedures, workflows and productivity tools, including software adaption and implementation.
Ability to exercise sound judgment and determine priorities.
Ability to demonstrate innovative thinking in finding solutions.
Demonstrated experience in execution and accountability for project coordination.
Willingness to work with changing priorities and take on new projects.
Detail oriented, results driven and customer service focused.
Bachelor’s Degree and/or 5-7 years of relevant experience.

Responsibilities

Manage and develop the global executive administrative assistant staff supporting the global legal and compliance department, which specifically includes staff supporting the leadership team and the centralized service model in several of C&L locations.
Oversee the operating of the Hub model, including managing and supervising the ticketing system.
Establish a customer service approach to prioritizing work requests, and establishing an escalation process.
Develop key performance indicators and metrics reporting and analytics related to the use, frequency, ticket time, and success rates of the Hub operations.
Develop key reports and dashboards to measure and communicate metrics to leadership.
Design, develop and implement standardized global administrative procedures and policies with a focus on efficiency, effectiveness and collaboration as well as identifying and developing new methods to utilize the Hub in providing support to the global function.
Develop and implement consistent onboarding and off-boarding processes and procedures, including new employee training for the global C&L function and team.
Conduct and develop training and education efforts associated with improving administrative operations and the service of the global administrative staff.
Coordinate ongoing internal user group activities, collect and analyze feedback, and make recommendations to operations management regarding usability and process improvements.
Perform other duties as assigned.