Supervisor Patient Support Solutions Gbs Mx

Supervisor Patient Support Solutions GBS MX

**Category**:Business Support & Administration

**Location**:Ciudad de México, Ciudad de México, MX

**The position**
- As a Supervisor Patient Support Solutions Quality & Safety, you will:
Possess in-depth knowledge of PSS operations, including business rules, SOPs, systems (CRM, Safety Intake, dashboards), workflows, scripting, training, and exception handling.-
Lead, mentor, and train PSS Quality and Safety Associates, aligning team output with organisational goals and fostering a culture of quality and safety.-
Ensure accurate reporting of adverse events, product complaints, and safety information per FDA and Novo Nordisk standards, including oversight of PSS vendor agent handling and documentation in proper systems.-
Monitor customer experience quality through benchmarking, audits, call monitoring, and calibrations, while tracking vendor performance and supporting CAPA implementation and issue prevention.-
Collaborate with internal teams (IT, Patient Safety, PSS) to improve quality review efficiency through automation and technical enhancements. Develop QA documentation and communicate metrics/action plans to leadership.**Qualifications**-
Bachelor’s degree required (Life Sciences, Business, or related field preferred); equivalent experience considered. Minimum 2 years of relevant experience in operations, QA, call centers, compliance, or project management required—pharmaceutical or healthcare background strongly preferred.-
Proven team lead experience is a must, with at least two direct reports. Demonstrated ability to coach, give feedback, boost team morale, and drive results. Fluent in English with excellent oral and written communication skills.-
Strong knowledge of customer experience, business strategy alignment, and regulatory requirements (e.g., patient safety, pharmacovigilance). Committed to compliance, privacy, and maintaining high-quality standards.-
Adept in project management with at least 1 year of experience; highly organized with the ability to juggle multiple priorities and proactively streamline processes. Strong time management and deadline orientation.-
Data-driven mindset with experience in quality reviews, audits, and investigations. Intermediate+ proficiency in MS Word, Excel, PowerPoint, Windows; familiarity with Salesforce, Tableau, Veeva, Arrow, Argus, Cisco, and IVR telephony systems is highly desirable.**About the department**
- The position is based in vibrant Mexico City, where you will join a team dedicated to ensuring compliance with legal and regulatory requirements. Our department is committed to fostering a culture of quality, safety, and ethical standards. The atmosphere is dynamic and collaborative, with a strong focus on embedding compliance by design and reinforcing risk management processes. This is your opportunity to make a meaningful impact in a fast-paced and supportive environment.

**Working at Novo Nordisk**
- Novo Nordisk is a leading global healthcare company with a 100-year legacy of driving change to defeat serious chronic diseases. Building on our strong legacy within diabetes, we are growing massively and expanding our commitment, reaching millions around the world and impacting more than 40 million patient lives daily. All of this has made us one of the 20 most valuable companies in the world by market cap. Our success relies on the joint potential and collaboration of our more than 72,000 employees around the world. We recognise the importance of the unique skills and perspectives our people bring to the table, and we work continuously to bring out the best in them. Working at Novo Nordisk, we’re working toward something bigger than ourselves, and it’s a collective effort. Join us Together, we go further. Together, we’re life changing.

**Contact**

**Deadline**
- We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
- At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in.
- Together, we’re life changing.