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Remote Relationship Manager

Technical and Professional
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Relationship Manager:


Role Overview:


Summary: The Remote Relationship Manager / Learning Consultant will be responsible for critical customer interactions as part of the learning managed service to Novartis. You will be a remote part of the Switzerland-based Novartis Team, partnering & working closely with our Team in Krakow. This role is responsible for building strong partnerships with a range of key stakeholders, which include Business SMEs, HR, external partners and other Learning Teams; while assisting these various stakeholders with sourcing their learning requirements & ensuring they receive the defined service levels from all GP-involved Teams. The learning requirements will primarily originate from Switzerland, although there may be a need to take requirements from other European countries in support of other country teams.

Key Tasks and Responsibilities

Daily Tasks:

Successfully manage relationships with business owners and bookers of training inside the customer organization to ensure confidence in the deliverables of the managed service. Educate the customer on the benefits and processes of the learning managed service.


Manage all incoming learning requirements in accordance with agreed service levels & KPIs.


Telephone or Skype consultation with the customer to fully understand the need of the learning service request. Seek to understand the learning objectives; desired learning content; knowledge, skills and behavioural outputs of the learning; preferred learning methodology; any incumbent vendors, and other key information to enable GP to appropriately service the requirement.


Creation of a full brief document as a result of the consultation that demonstrates a clear understanding of the need and is signed off by the customer.


Briefing of the GP vendor management team on the requirement, or work with the relevant team to identify GP resources who may be able to deliver the requirement.


Liaise with the GP vendor management team to develop a plan and time line for Requests for Proposals (RFPs) or Requests for Quotations (RFQs) – dependent on the scale and complexity of the requirement.


Present learning solutions from vendors to the customer and answer any clarification questions as required. Attend presentations arising from RFPs and provide advice as required by the customer.


Support & oversee the vendor management team in the production of agreed Statements of Work and pricing schedules for the awarded work.


Oversee the project management of the delivery of the programme and liaise with the in-country team to ensure that the resulting programme is tracked and invoiced without issue.


Additional Tasks:

Meet with key stakeholders to understand learning needs and help the business to plan for training on an annual basis with a view to developing training plans.


For larger learning programmes, provide learning consultancy & expert guidance to the customers to understand and clarify business objectives and required benefits from learning; assist with the development of scope and agree learning objectives which can be measured by Novartis after the event; agree indicative content; make suggestions on channel delivery methodology; agree and sign off a project brief ready to be passed to the vendor management team.


Work with the customer to understand successes and lessons learned following the completion of a programme.


Assist with service reviews to identify performance improvement areas, areas of risk, and process improvement opportunities.


Act as a point of escalation for customer or vendor complaints/disputes for managed projects and seek to resolve these locally before escalating to the responsible Relationship Manager.


Attend & participate in Country or Account governance meetings as required.


Any other duties as may be reasonably required by GP’s management


To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.


To ensure that the Equality and Diversity, Health and Safety and Quality Operating Policies and Procedures are adhered to within your area of responsibility and by your direct reports and that any non-compliance is reported to the appropriate level of management.


To ensure that the Corporate Values of the Company are actively promoted and implemented at all times.


To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.


To act in accordance with your confidentiality agreement with the company at all times.


To communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times.


To make decisions and implement actions, involving customers, employees, suppliers, partners and peers, which are in accordance with the values of the Company.


This job description is an outline of the main duties and responsibilities of the designated role, but other duties may be assigned from time to time as the situation requires.

About You

Professional qualification/degree or equivalent.


Proven expertise in building and managing key relationships and partnerships.


Excellent stakeholder management experience and excellent interpersonal/relationship skills with a good understanding of organisational dynamics, particularly in large organizations.


Well-rounded business skills resulting in business and financial acumen.


Ability to manage multiple projects at the same time.


Deadline management.


Strong customer focus with experience balancing customer requirements with contractual requirements.


Ability to listen & understand customer needs and communicate these in a way that others can clearly understand.


Can do attitude, adept problem solver.


Strong attention to detail.


Broad knowledge of learning interventions.


Excellent communication skills & the ability to communicate clearly in a business setting with stakeholders at all levels within an organization.


Excellent written & spoken English. Fluency in German would be desirable.


Desirable skills:


Proven expertise working in the Learning & Development industry.


Proven expertise working in a managed service environment.


Skilled in reviewing and presenting RFP and RFQ documents.


Commercially aware.


Excellent PowerPoint and presentation abilities; strong computer skills.


Adaptable to travel to various sites as required.


Multi-cultural expertise.


Strong financial and business acumen.


Experience working in a service environment, servicing large global organisations.

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