Position Summary
The Business Operations (Senior) Manager is responsible for leading end-to-end commercial operations in Canada, supporting the CSL Seqirus commercial team across order management, invoicing, customer service, distribution, and business analytics. This role oversees 3PL partners and an import agency, ensuring products are received, stored, and distributed in line with GDP and company quality standards. You will play a key role in optimizing processes, improving customer experience, and supporting the commercial strategy across federal and provincial governments, wholesalers, and private market customers.

Key Responsibilities

Order-to-Cash & Customer Service Operations

Lead the full order-to-cash cycle, from order entry and shipment scheduling through billing, accruals, and e-invoice transmission.
Manage customer sales orders, product inquiries, and status updates, ensuring accuracy in product, pricing, lot allocation, and shipping details.
Coordinate with Finance on customer credit limits, late payment resolution, and reconciliation of invoices and credit notes.
Ensure timely product distribution in accordance with Quality Distribution Standards, GDPs, and internal SOPs.
Oversee returns, credits, and related activities in compliance with policies, procedures, and customer contracts.
Maintain accurate customer master data (credit limits, invoicing requirements, account structure), working with Data Management to uphold data quality.
Lead and develop the customer service team (including seasonal support), ensuring clear communication with internal partners and customers.

Inventory, Supply & Logistics Management

Liaise with Global Supply and Logistics to ensure forecasted doses are imported, released, and available in line with customer and internal supply plans.
Manage inventory across 3PL sites to optimize on-time distribution and cost efficiency.
Coordinate importation activities with global logistics, 3PL, import agencies, and Canada Border Services Agency according to agreed KPIs and service levels.
Monitor lot release timing with internal and external QA, ensuring on-time sampling, approvals, and proactive issue resolution.
Perform regular stock reconciliations, support annual physical counts, and manage returns and destruction of unsold goods in line with local regulations and fiscal timelines.
Forecast and update freight costs for Finance; obtain GTINs and implement serialization/traceability requirements.
Ensure compliance with all SOPs and QA processes, including handling product technical complaints, adverse event reporting, stability questions, and temperature excursions.

Key Customer & Stakeholder Relationships

Government

Build and maintain strong relationships with federal and provincial government supply chain personnel.
Support tender submissions and ensure all contractual obligations are met post-award.
Provide required reports on lot releases and delivery status to tender authorities.
Coordinate government returns (where applicable), destruction of goods, credit notes, and related financial provisions.

Wholesalers & Distributors

Manage relationships with wholesalers/distributors, including annual stocking programs and initiatives to maximize private sales and minimize returns and costs.
Analyze seasonal wholesaler sales and cost data to recommend strategies and tactics that improve service levels and cost management.
Keep wholesalers informed on supply timing and gather market insights, including public market distribution.
Oversee returns and credits, destruction of goods, and related financial updates.

Private Market Customers

Develop and maintain long-term relationships with private market customers and key accounts, including negotiation of commercial proposals and contract commitments.
Lead customer communications for seasonal offers, pre-booking, and in-season orders, ensuring accurate and up-to-date mailing lists.
Verify provincial rules and regulations annually to confirm eligibility of private customers.
Partner with third-party sales organizations and Key Account Managers to coordinate orders, address customer requests, and resolve issues.
Manage returns and credit processes, including approvals, goods destruction, and financial provisions.

Business Analytics, Process Improvement & Compliance

Serve as the operations lead driving continuous improvement and operational efficiency across customer service, supply chain, and distribution.
Generate and analyze operational and sales data to identify trends, support decision-making, and build business cases for process improvements and cost reductions.
Ensure SAP (including customer master) and related system data are accurate and optimized in collaboration with US Data Management, IT, and Commercial Operations.
Develop and maintain detailed work instructions for customer service and supply chain processes.
Participate in internal and external audits, lead implementation of corrective actions, and support mock recalls and other compliance activities.
Support digital and electronic process transformation to enhance customer experience and operational performance.

Leadership & Scope

Manage professional-level employees (including seasonal staff), 3PL partners, import agencies, and other suppliers.
Ensure high levels of customer satisfaction and effective execution of business processes.
Influence and collaborate with Global Supply Chain, QA, Logistics, Commercial Operations, Sales, and external partners to ensure on-time, accurate deliveries and strong customer experience.
Assess operational risks, prioritize conflicting demands, and deliver projects and initiatives with limited supervision.

Knowledge, Skills & Competencies

Strong leadership skills with experience managing customer service and/or operations teams.
Proven ability to build cross-functional collaboration and strong external relationships (governments, wholesalers, key accounts).
Highly process-oriented with strong customer and quality focus.
Excellent organizational, time management, and prioritization skills; able to manage multiple priorities under time constraints.
Outstanding written and verbal communication skills in French and English.
Advanced proficiency with SAP and Microsoft Office, particularly Excel.
Strong analytical and problem-solving skills with experience using data to drive decisions and improvements.
Ability to work effectively with cross-functional teams and external partners in a complex, regulated environment.
Resilient, hands-on, and adaptable, with a can-do attitude and comfort with new systems and evolving customer demands.
Solid understanding of the Canadian healthcare system, distribution environment, and relevant regulatory requirements.

Minimum Requirements

Bachelor's degree in business, communications, or a related discipline.
APICS Certified in Planning and Inventory Management (CPIM).
Council for Continuing Pharmaceutical Education (CCPE) accreditation.
7+ years' experience in supply chain management, customer relations, logistics, sales, marketing, or related business operations.
Experience with SAP and strong Microsoft Excel skills.
Experience in the pharmaceutical, biotech, or healthcare industry preferred.
Fluency in English and French (spoken and written).

Résumé du poste :
Le/La responsable principal(e) des opérations commerciales est chargé(e) de piloter l'ensemble des opérations commerciales au Canada et d'appuyer l'équipe commerciale de CSL Seqirus en matière de gestion des commandes, de facturation, de service à la clientèle, de distribution et d'analyse des données. Ce rôle implique la supervision des prestataires logistiques et d'une agence d'importation, afin de garantir que les produits soient reçus, stockés et distribués conformément aux BPD et aux normes de qualité de l'entreprise. Vous jouerez un rôle clé dans l'optimisation des processus, l'amélioration de l'expérience client et le soutien de la stratégie commerciale auprès des gouvernements fédéral et provinciaux, des grossistes et des clients du marché privé.

Principales responsabilités

Opérations de commande à encaissement et de service client

Gérer l'intégralité du cycle de commande à encaissement, depuis la saisie des commandes et la planification des expéditions jusqu'à la facturation, les provisions et la transmission des factures électroniques.
Gérer les commandes clients, les demandes de renseignements sur les produits et les mises à jour de statut, en assurant l'exactitude des informations relatives aux produits, aux prix, à l'attribution des lots et aux détails d'expédition.
Assurer la coordination avec le service financier concernant les limites de crédit client, le règlement des retards de paiement et le rapprochement des factures et des avoirs.
Assurer une distribution rapide des produits conformément aux normes de distribution de qualité, aux BPD et aux procédures opérationnelles standard internes.
Superviser les retours, les crédits et les activités connexes conformément aux politiques, aux procédures et aux contrats clients.
Maintenir des données clients de base précises (limites de crédit, exigences de facturation, structure des comptes) . click apply for full job details

CSL Seqirus

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