Associate Director - Business Controls, US Consumer Services-2

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

- Responsibilities:

This role is responsible for designing and governing the Consumer Services Hub control environment, ensuring risks are managed appropriately, business operations remain resilient, and growth is enabled through scalable, compliant ways of working. Reporting to the Executive Director, Business Operations, this leader serves as the architect and steward of the Consumer Services Hub's risk governance framework, partnering across the business and risk functions to embed effective controls, strengthen decision-making, and proactively address emerging risks.

This role is accountable for four primary outcomes:

Govern the Control Environment

- Design and oversee the governance structures, controls, processes, and decision-making frameworks that enable quality, compliance, privacy, safety, and legal requirements to scale effectively across the Consumer Services Hub.

Protect Organizational Resilience

- Ensure the Consumer Services Hub can continue to operate effectively during periods of disruption through strong business continuity planning, issue management, operational preparedness, and third-party oversight.

Enable the Business to Operate Responsibly at Scale

- Equip teams and leaders with the tools, knowledge, guardrails, and support needed to manage risk proactively while enabling innovation, growth, and exceptional customer experiences.

Anticipate and Address Emerging Risk

- Leverage deep business knowledge, strong partnerships across risk functions, data-driven insights, and external intelligence to identify and address risks before they become issues.

Key Responsibilities

Design a risk oversight model that stays ahead of growth.

- Transition Business Controls from project-by-project engagement to governance of the control environment, establishing the guardrails, escalation paths, and operating framework that enable quality, compliance, privacy, safety, and legal oversight to scale effectively across the portfolio while remaining owned by their respective functions .

Lead the Consumer Services Hub's business continuity and resilience strategy.

- Identify critical business processes, assess operational dependencies, and ensure continuity plans are developed, maintained, and tested to protect patient safety, compliance, customer experience, and business operations during periods of disruption.

Build a control ecosystem that scales through people.

- Develop deep expertise in SOPs, requirements, and guardrails while connecting CIQ, Ethics & Compliance, Legal, Privacy, and Global Patient Safety into a cohesive control environment. Equip teams across the Consumer Services Hub to serve as the first line of defense by recognizing, escalating, and addressing risk through sound judgment and responsible decision-making.

Leverage data, AI, and external insights to proactively identify risk.

- Monitor emerging trends, regulatory developments, compliance obligations, enforcement activity, and industry best practices to surface potential exposures early, prioritize areas of greatest impact, and ensure the control environment remains effective and forward-looking.

Provide governance and leadership when risks materialize.

- Partner across the Consumer Services Hub and risk functions to ensure appropriate visibility, accountability, and escalation; identify systemic trends; and drive coordinated resolution through the appropriate functional owners while strengthening the overall control environment.

Architect and continuously evolve the Consumer Services Hub control framework.

- Design, implement, and maintain business controls, operating procedures, standards, and supporting documentation that adapt to new program launches, service offerings, regulatory requirements, technology changes, operational deviations, and emerging risks, enabling compliant and scalable operations.

Lead governance forums that enable effective risk-based decision-making.

- Establish decision rights, escalation pathways, exception management processes, and performance measures that provide leadership with visibility into the health of the control environment and support timely, informed decisions across the Consumer Services Hub.

Continuously evaluate and strengthen the effectiveness of the control environment.

- Leverage audits, monitoring activities, operational metrics, testing results, and lessons learned to identify improvement opportunities, address recurring themes, and ensure controls remain effective as the organization evolves.

Embed risk and control expectations across the vendor ecosystem.

- Partner with internal teams and third-party providers to ensure control requirements, operational standards, continuity expectations, and risk accountabilities are understood and consistently executed throughout the extended Consumer Services Hub operating model.

Shape a culture of compliance, accountability, and risk-informed decision-making.

- Lead organizational change efforts that embed controls, processes, and expectations into daily operations through effective communication, training, engagement, and reinforcement, ensuring sustainable adoption across employees and vendor partners.

Serve as a strategic advisor to the business.

- Maintain a forward-looking understanding of business priorities, growth strategies, and operational changes, leveraging deep knowledge of the control environment and strong partnerships across risk functions to anticipate implications, provide actionable guidance, and engage the right experts before risks become issues.

Basic Qualifications:

- Bachelor's degree.

Preferences:

- Prior experience creating and improving processes at scale, including leading organizational change management (OCM) efforts that embed new ways of working.
- Prior experience partnering with quality, compliance, privacy, legal, business continuity, risk management, or governance functions to identify and address organizational risks

- Proven ability to manage multiple priorities in a fast-paced, matrixed organization.
- Experience building or leading governance, controls, risk management, business continuity, or operational excellence programs.
- Experience leading issue management, corrective action, or risk mitigation initiatives.
- Strong verbal, written, and executive communication skills.
- Demonstrated ability to influence without authority, navigate ambiguity, and drive alignment across diverse stakeholder groups.
- High learning agility with a demonstrated ability to connect seemingly unrelated information into actionable insights.
- Systems thinker capable of moving seamlessly between strategic priorities and operational detail.
- Strategic and transformational leader with a track record of solving complex business challenges and driving sustainable change.
- Skilled communicator who can translate complex quality, compliance, privacy, and risk concepts into practical, actionable guidance for any audience.
- Experience leveraging data, analytics, and emerging technologies to strengthen decision-making and risk management capabilities.

Additional Information:

- Travel 0-10%
- Indianapolis, IN
- Lilly may provide support for or sponsor work authorization or visas for this role for internal applicants only.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is
$132,000 - $193,600

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Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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