Manager, Market Engagement & Governance

Key responsibilities:  

Market & Stakeholder Engagement

• Act as a primary pint of contact for assigned markets, regions, and above-country stakeholders.
• Gather, prioritize, and coordinate business requests through structured demand governance processes.
• Facilitate collaboration across BSI, CLS, DDIT, Finance, and partner functions.
• Ensure stakeholder needs are understood, addressed, and routed to the appropriate teams.
• Support issue resolution and monitor stakeholder satisfaction with delivered solutions.

Demand Governance & Prioritization

• Support demand intake, prioritization, and tracking across BSI service areas.
• Ensure requests are evaluated and aligned with business priorities, resource availability, and strategic goals.
• Maintain visibility of demand pipelines, resource requirements, risks, and dependencies.
• Support governance forums and decision-making processes.
• Ensure transparency and consistency in prioritization and execution.
• Partner with BSI leadership and functional team to align activities with International and CLS priorities.

AI Governance operations

• Coordinate AI governance activities across stakeholders, technology, risk, legal, and compliance stakeholders.
• Manage AI governance processes, approvals, controls, and reporting frameworks.
• Monitor governance compliance, risk mitigation, and operational KPIs, driving corrective actions where required.
• Manage stakeholder engagement, change management, training, and continuous improvement of AI governance framework in International

Customer Experience & Operational Excellence

• Establish ongoing dialogue with stakeholders to understand satisfaction levels and business needs.
• Monitor adoption and effectiveness of BSI solutions and services.
• Support KPI development, reporting, and performance reviews for stakeholder engagement activities.
• Identify opportunities to improve customer experience, governance effectiveness, and service performance.
• Promote a customer-centric culture across BSI Operations.

Continuous Improvement, AI & Change Enablement

• Identify and implement process improvements that increase efficiency and transparency.
• Drive adoption of automation, GenAI, and digital productivity solutions.
• Support change management activities associated with new services, processes, and operating models.
• Contribute to competency development and best-practice sharing across BSI Operations.
• Leverage AI tools such as Microsoft Copilot and AI Agents to improve productivity and stakeholder service.

Functional Skills & Knowledge

• Strong stakeholder management and customer engagement capability.
• Understanding of demand governance, prioritization, and operational planning processes.
• Experience working in cross-functional, matrixed, and global business environments.
• Strong communication, facilitation, and influencing skills.
• Understanding of operational excellence and continuous improvement methodologies.
• Experience with KPI development, performance reporting, and stakeholder management reporting.
• Ability to align business priorities with operational execution.
• Strong problem-solving and issue-resolution skills.
• Knowledge of GenAI, automation, and digital productivity solutions.
• Good commercial awareness and understanding of International business operations.

Essential Requirements:  

• Stakeholder satisfaction and engagement effectiveness.
• Timely and effective demand intake, prioritization, and resolution.
• Alignment of BSI activities with market, regional, and CLS priorities.
• Adoption and utilization of BSI solutions and services.
• Quality and timeliness of governance reporting and operational reviews.
• Successful resolution of stakeholder issues and escalations.
• Delivery of operational excellence and continuous improvement initiatives.
• Productivity improvements enabled through AI, automation, and simplification efforts.

Ideal Background

• 8–12 years of relevant experience, aligned to a Manager level role.
• Experience in stakeholder engagement, governance, operations, business excellence, PMO, customer success, consulting, or related business functions.
• Experience working in global, matrixed organizations with multiple stakeholder groups.
• Strong track record in cross-functional collaboration and stakeholder management.
• Experience supporting governance forums, prioritization processes, and operational planning activities.
• Exposure to business transformation, change management, or operational excellence initiatives.
• Experience working with reporting, dashboards, performance metrics, and management information.
• Demonstrated ability to influence without authority and build trusted partnerships.
• Pharmaceutical, healthcare, life sciences, or similarly regulated industry experience preferred.
• Proficiency in using Generative AI tools (e.g., Microsoft Copilot, AI Agents) to improve productivity, decision-making, and stakeholder engagement.

Desirable Requirements:

• Stakeholder Management
• Market & Customer Engagement
• Deman Governance
• Operational Planning
• Cross-functional Collaboration
• Customer Experience Excellence
• Governance & Compliance
• Performance Management & KPIs
• Communication & Influencing
• Problem Solving
• Continuous Improvement
• Change Management
• Business Excellence
• AI & Automation Enablement
• Strategic Thinking
• Planning & Prioritization
• Relationship Management
• Operational Excellence