Job Description The Program and Projects Manager will lead the development and enhancement of systems and processes for healthcare professional (HCP) programs. You will oversee the execution of these programs, executing seamless delivery by collaborating with internal stakeholders to align with organisational goals. You will implement continuous evaluation and improvement to processes for optimal performance and customer satisfaction, drive program enhancements through innovative solutions, and ensure all activities comply with relevant regulations and standards. This role embodies AbbVie's CX principles: make it easy, be trustworthy, know me, and bring value to provide exceptional customer experience. KEY DUTIES AND RESPONSIBILITIES Lead the creation and implementation of efficient workflows and procedures for various HCP programs, including but not limited to private pay, product familiarization, samples, stock replacement, support for specific devices, financial assistance, including compassionate access management, and new programs as needed. Continuously evaluate and enhance these systems & processes to ensure optimal performance and customer satisfaction Oversee the coordination and execution of HCP programs to ensure seamless service delivery to healthcare professionals. Collaborate with internal stakeholders, such as sales, marketing, and customer service teams, to ensure effective program implementation and alignment with organisational objectives. Develop and implement streamlined workflows for healthcare professionals to access free-of-charge ordering, samples, support for specific devices, and other relevant HCP programs. Ensure processes are user-friendly, efficient, and compliant with relevant regulations. Continuously assess and enhance systems and processes to ensure optimal performance and customer satisfaction. Identify opportunities to enhance HCP services through program improvements and innovation. Stay informed about industry trends and best practices to develop and refine HCP programs. Collaborate with cross-functional teams to implement innovative solutions and improve program effectiveness. Work closely with cross-functional teams, including sales, marketing, regulatory affairs, and finance, to ensure alignment and execution of HCP programs. Foster strong relationships and effective communication to ensure seamless collaboration and achievement of program objectives. Working closely with the Head of Customer Operations, define scope, goals, and allocate resources for various projects and programs. This includes creating project plans, setting milestones, and managing project timelines. Ensure that all HCP programs comply with relevant regulations, industry standards, and company policies. Implement appropriate governance mechanisms to monitor program performance, identify risks, and ensure adherence to compliance requirements. Report any adverse event within 24 hours as per AbbVie’s policies and procedures. Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times. Adhere to AbbVie’s internal codes of conduct and compliance processes. Other ad hoc duties such as administrative duties, as requested