Manager I – Complaints (Quality & Vigilance)

About the role

Alcon is seeking a Manager I to lead its Complaints function within the QRA department. You will oversee the end‑to‑end handling of customer complaints and adverse events for medical devices and pharmaceutical products, ensuring compliance with global and local regulations.

Key responsibilities

• Lead a team that receives, investigates, and resolves product complaints.
• Allocate resources, monitor daily operations, and drive improvements in customer satisfaction.
• Maintain accurate complaint records, escalate issues when needed, and ensure thorough documentation.
• Guarantee adherence to GxP regulations, SOPs, and quality‑control standards.
• Support internal and external audits and contribute to continuous‑improvement initiatives.

Required profile

• 2‑3 years of experience managing operational teams.
• Proven ability to influence change in a fast‑paced environment.
• Solid understanding of quality‑assurance processes and their business impact.
• Experience in quality or related fields; SSC/BPO background is a plus.
• Excellent communication skills for stakeholder engagement.

Required skills

• Knowledge of GxP regulations and SOP compliance.
• Experience with quality‑management systems and adverse‑event handling.

What we offer

• International work environment with daily global interactions.
• Attractive benefits package (private medical care, insurance, lunch card, transport allowance, pension plan, Multisport/cultural card, Alcon products).
• Competitive compensation including bonus scheme.
• Hybrid work model (3 days onsite, 2 days remote).
• Modern office facilities.