Job title : Head of Quality services - Products Complaints

  • Location: Bogotá, Colombia

About the job

The purpose of this role is to:

Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions, in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions and consumer healthcare. More than 110,000 people in over 100 countries at Sanofi are dedicated to making a difference on patients’ daily life, wherever they live and enabling them to enjoy a healthier life.

As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health.

The Global M&S Services acts as a cornerstone to this effort. Our team is responsible for delivering and supporting Global M&S teams in partnership with Business and Digital, and drive priority and transformative initiatives across M&S. The team members of Global M&S Services Hubs will act as partners to M&S organization in carrying out tasks and fulfilling responsibilities to support identified and established global quality processes from the hubs.

Main responsibilities:

  • Work in collaboration with M&S local leadership (for Quality), subject matter experts and other hub location teams.

  • Responsible for the ownership and oversight of Product Complaint support services being delivered from Bogota Hub including strategic vision, process KPI’s, documentation, and inspection support for Bogota Hub.

  • Ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

  • Ensure timely processing of investigations, identify bottlenecks, and suggest process improvements.

  • Champions the simplification and standardization of Product Complaint processing processes through digital solutions across all Hub locations.

  • Take part in regulatory inspections (as required) and applicable corporate audits, preparing necessary documentation.

  • Leads and defines the priorities and deliverables of Hubs, fostering a culture of quality and collaboration.

  • Sets priorities for Centers of Excellence and Communities of Practice, ensuring recognition and promoting unified quality and operational excellence across all Hubs.

  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

  • Taking accountability for service delivery performance, meeting stakeholder expectations, and driving future demand.

  • Providing accurate and regular reports to the management on performance of the service delivery

  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

About you


  • 12 – 15 years of experience in Pharmaceutical Industry with 3+ years in leadership roles.

  • Should be well versed with Quality functions of pharmaceutical industry.

  • Experience of working on manufacturing sites in either of these domains is an added advantage.

Required skills:

  • Should have the ability to think critically and make decisions quickly to address delivery-related challenges.

  • Analysing complex situations, identifying problems, and proposing effective solutions.

  • Should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

  • Experience in conducting on site audits and/or inspections and exposure of facing regulatory/internal and corporate audits is beneficial.


  • Masters or Doctorate in Life Sciences/Healthcare, Business Administration, Engineering or Information Technology.

  • Certification in Project Management and/or Lean Six Sigma and/or Continuous Improvement would be preferable.

Languages: Excellent knowledge of English language (spoken and written)

Why choose us?

  • Bring the miracles of science to life alongside a supportive, future-focused team

  • Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally

  • Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

  • Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention, and wellness programs and at least 14 weeks’ gender-neutral parental leave

Pursue Progress . Discover Extraordinary .

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

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