Complaint Manager

Há 1 mês

Sao Paulo, Brasil Kenvue Tempo inteiro

**COMPLAINT MANAGER**-2307003338W

Description

Johnson & Johnson New Planned Consumer Health Company, based in Skillman, N.J., is one of the world's largest consumer health and personal care products company. Our consumer companies produce many of the world's most trusted brands, among them JOHNSON'S® Baby, BAND-AID®, NEUTROGENA®, TYLENOL®, MOTRIN®, and LISTERINE®. Each one of our consumer businesses embraces innovative science to create products that anticipate consumer needs and create experiences that help them live healthy, vibrant lives.

We are currently recruiting for **COMPLAINT VIGILANCE MANAGER **in **BRAZIL - SAO PAULO OR SAN JOSE DOS CAMPOS**. It is an exciting time to be part of Johnson & Johnson Consumer Health and our planned new consumer health company, Kenvue Come join our team and be part of our future

**Purpose**:
The Manager of Complaint Vigilance is responsible for the complaint management process and organization in the LATAM region. This role ensures compliant execution of the complaint process. Ensures all quality targets are achieved or exceeded for timely processing. Oversees and approves complaint investigations for procedural adherence, accuracy, and completeness. Review’s metrics and reports to monitor complaint vigilance process for timely execution, identify product trends and promote continuous improvement. Coordinates and prepares as needed the regional complaint reports and presentations to cross-functional leadership and Quality Management. The incumbent will represent Kenvue with Health Authorities and other regulators as needed on the topic of product quality complaints. Collaborates with Consumer Care Center business partners regarding complaint intake process, new product launches and process execution. Partners with the Medical Safety Organization regarding investigation of adverse events.

The Manager of Complaint Vigilance leads the complaint vigilance process in accordance with current standards and procedures. This role participates in the Global CV Change Governance process to ensure continued alignment and consistency of execution.

The incumbent leads and mentors a staff of professionals executing the complaint vigilance process. Empowers staff and ensures their continued development. Possesses the maturity and proficiency to lead direct reports. Possesses proven influencing capability outside of their organization. Their leadership influence (implementing the vision and governance) must be extended across the region to ensure vigilance operations meet expectations.

**You will be responsible for**:

- Provides leadership and support in execution of the complaint management process in the regions. Leads all aspects of the complaint process including receipt, evaluation and coordination with internal (and external sites as needed) to investigate and close product quality complaints. Ensures investigations meet procedural requirements and are completed and closed in a timely manner.
- Provides leadership in execution of the complaint management process in the region. Leads all aspects of the complaint process including receipt, evaluation, and coordination with internal (and external sites as needed) to investigate and close product quality complaints. Ensures investigations follow procedural requirements, are completed, and closed in a timely manner. Prepares reports and presentations for management and partners. Performs analysis to identify trends/patterns in complaint data. Monitors complaint vigilance E2E process for continuous improvement.
- Oversees all quality targets, and ensures timely processing and investigation of complaints, notification to management, system surveillance, and trending. Develops and maintains a process for system surveillance and timely escalation to management of complaints adverse trends. Manages processes for system-wide collection and reporting of metrics that demonstrate the acceptable functioning of the quality system. Works with business partners to implement improved standards and processes.
- Participates on project teams, supports development, effective implementation, and continued maintenance to ensure compliance is achieved and standards are met. Presents Complaint Vigilance processes to regulatory agencies upon request and supports regulatory inspections. Ensures audit readiness of LATAM Complaint Vigilance.
- Project management and process excellence knowledge to oversee complex projects, determine and assign resources and individual tasks. Ability to develop and implement simple, yet effective quality systems and metrics.
- Collaborates with Quality Systems & Performance, Business & Franchise Quality, Consumer Care Center, Office of Consumer Medical Safety, Quality (External and Internal Sites), etc., at Management level to enable compliant and consistent process execution and documentation.
- Analyzes and presents quality and compliance issues to senior and executive management. Will interact with Direct

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