Associate Director, Cluster Commercial Service & Transformation Lead

About the role

The Associate Director, Cluster Commercial Service & Transformation Lead will lead the creation of a future‑ready Commercial Service Center for the Hong Kong, Macau and Taiwan cluster. This senior position drives service model design, automation, AI adoption and cross‑functional collaboration to enable commercial teams to focus on strategic, customer‑facing activities.

Key responsibilities

• Design and continuously evolve the Cluster Commercial Service Center operating model, including service scope, catalog, standards and governance.
• Lead end‑to‑end delivery of core commercial operations support, ensuring timely, compliant and customer‑oriented execution.
• Manage internal and third‑party service providers, overseeing service levels, quality, issue resolution and continuous improvement.
• Establish transparent performance management with workload visibility, capacity planning and productivity metrics.
• Build and manage a simplification and automation pipeline, prioritising high‑value, compliant opportunities.
• Translate business pain points into process redesign, automation use cases, AI adoption and scalable solutions.
• Serve as PMO lead for strategic programs, coordinating workplans, risks, dependencies and progress reporting.
• Scan external healthcare, AI and technology trends to identify innovation opportunities and coordinate pilot projects.
• Lead, coach and upskill a team of 10+ commercial, marketing, administrative and PMO specialists.

Required profile

• Bachelor’s degree in Business Administration, Life Sciences, Pharmacy, Operations Management, Technology or related field; MBA or advanced degree preferred.
• 8+ years of experience in commercial operations, service delivery, transformation, project management or digital innovation.
• Proven experience designing operating models, governance rhythms and service standards in complex environments.
• Demonstrated ability to lead simplification, automation and AI adoption initiatives with measurable impact.
• Strong stakeholder management, influencing and cross‑functional partnership skills.
• Fluent in English and Mandarin.

Required skills

• Customer Relationship Management (CRM)
• Artificial Intelligence (AI) adoption
• Digital automation tools
• Project management methodologies