Shire Cluster Operations Specialist, MEA in Dubai, United Arab Emirates

Primary Role

  • Communicating relevant Supply information to supply chain in a timely manner and liaising appropriately with customs agencies, planning lead, representative of MOH, Regulatory Affairs, Finance, 3PL and other relevant functions to maintain supply of Shire products to Customers, liaise with the 3PL and provide customer service for these products including managing customer complaints and queries.

  • Managing order entry for purchase orders, coordinating monthly shipments and ensuring the importation process is in line with the supply plans in addition to supporting the launch of new products in the cluster aligning to launch excellence tool.

  • Following local/international customs regulations and applying the modifications where required and managing the import permit process and communicating with MOH representatives

  • Managing supply of products, cancelled invoices, price differences, preparing invoices and master data management.

  • Managing tender requirements from receipt, collecting information from internal stakeholders, secure supply, arrange for samples and submit on time.

  • Maintaining tender tracker as region is 90% and delay in delivery or not meeting shelf life requirements will jeopardize future tenders and have penalties with financial impact.

  • Initiate distributors due diligence for the region as we are currently updating all contracts due to Baxalta/Shire transitioning.

  • Initiating external demand reviews with the accounts itself to ensure no over/under stocking

  • Managing weekly Financial Alignment meeting to ensure monthly sales target is monitored on a weekly basis to flash any risks and work on gap closing strategies.

  • Participating in monthly Country Customer Facing Team and present latest update from Operations & Customer Service country specific.

  • Prepare all supporting slides required for monthly S&OP for GM deck.

  • Communicating courteously with customers by telephone, e-mail, and face to face.

This individual will be responsible for the timely completion of goals and objectives.

Essential Functions


  • 30% - Working with Cluster Supply Chain Lead to ensure interrupted supply of products to be imported in line with cluster planning schedule. Managing ordering, shipments and customs processes.

  • 25% - Participate in Demand/Commercial reviews to ensure healthy inventory levels and align supply deliveries.

  • 15% - Participate to the launch of new products within Cluster ( sample import, new code creation etc)

  • 15% - Working with regulatory affairs, MOH, company representative of MOH to ensure all global/ batch permits in line with import plan and other import related projects

  • 10% - Prepare weekly Operations highlights in alignment with supply and finance.

  • 5% - Other ( Contract management for custom agency , pricing update on systems, import reports etc)

Education & Experience Requirements


  • Arabic and English Speaker.

  • A Bachelor’s degree in Business, Operations, Supply Chain or equivalent.

  • 5 - 10 years of progressive experience in various operational and customer service roles preferably within the Pharmaceutical or Healthcare industries.


  • French language skills desired to support customers in French speaking North Africa.

  • Knowledge of SAP and ERP systems.

  • Previous global trade compliance and import/export experience.

  • Ability to think “outside the box” and be well versed in the global distribution.

  • Effective written and oral communication skills are required to facilitate information flow across internal / external partners and senior leadership.

  • Must be able to demonstrate leadership ability in driving change within an organization. This could include systems, processes or tools to drive success.

  • Able to recognize the importance of meeting business needs and balance cost, quality and customer service.

  • Excellent knowledge of Customer Service environments and experience of delivering quality service to customer.

Key Skills and Competencies

  • Living our leadership behaviors is a basic expectation for all Shire employees. Shire expects all employees to embody the following:

Leadership Behaviors

  • Be Positive

  • Be Accountable

  • Be Results Oriented

  • Be An Excellent Manager of Self and Others

  • Provide open and collaborative ways of working to support various functional and/or departmental initiatives evaluating major issues and removing or reducing the risk from obstacles/variables that may arise.

  • Evaluate and drive behaviors on wide ranging aspects or issues in a complex supply and distribution environment that may impact peer groups Commercial, Tech Ops or other functions.

  • Create, promote and maintain a good team spirit and a high level of motivation.

  • Ensure that training and career developments plans are in place.

  • Ensure good interaction and consistency in terms of best practice, systems and processes, exists between the different components and locations of the Customer Service organization.

  • Provide open and collaborative ways of working to support various functional and/or departmental initiatives evaluating major issues and removing or reducing the risk from obstacles/variables that may arise.

  • Support implementation of Continuous Improvement initiatives including Lean Sigma/Operational Excellence)

Other Job Components

Complexity and Problem Solving

  • Ability to manage the day to day Operations and Customer Management for the Region/Cluster; and meet simultaneously, the Region/Cluster, Business Unit, Commercial and Tech Ops goals. Specific challenges and complexities revolve around balancing service, schedule compliance, productivity / cost objectives due to constraints, QA issues, change controls, projects, etc.

  • Deal with ambiguity resulting in a high degree of risk management and appropriate risk mitigation.

  • Deal with a wide range of problems (Launch, Integration, New Market Entry) that require complex judgments and innovative solutions in order to meet the needs of the BUs, Commercial and Tech Ops

Internal and External Contacts

  • There is significant contact with many different functions within Shire. This individual will be required to manage several different requirements at one given time and will specifically have to align on critical timelines with local Commercial teams, Global trade compliance, Shire IT, Finance and other functional Tech Ops leads to ensure business activities are being managed accordingly

  • Externally, significant interaction will occur with Shire employed IT consultants, 3Pls and other Service Suppliers. The management of external contacts will require strong influential skills due to a strong need for all external contacts to be fully engaged and bought into the process.

  • Excellent communication skills including presenting to individuals at different seniority levels are a must. This individual will be asked to prepare and present solutions to all contacts and senior management team members.

  • Excellent communication skills including presenting to individuals at different seniority levels are a must.

Other Requirements

  • This position will include international travel on a semi-frequent basis to assure the systems and processes are integrated or implemented.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.