The Business Liaison Lead & Chief of Staff is accountable for the overall relationship between the OneHUB organization and internal business stakeholders that OneHUB supports. This role is responsible for ensuring consistent alignment between leadership of OneHUB, AbbVie’s centralized in-house contact center hub, championing business needs, and coordination of execution. The role is a central coordination and escalation point that owns governance, prioritization, issue resolution, and dependency management across OneHUB to ensure OneHUB meets the business needs and expectations and continuously adapts to evolving business priorities.

Enterprise and Business Interface

• Act as the primary interface between OneHUB leadership and supported business functions
• Translate business priorities, initiatives, and requirements into OneHUB execution plans
• Ensure consistent two-way communication between OneHUB and enterprise stakeholders
• Be accountable for new program launches, existing program changes and other changes in business need that could warrant a temporary change/adaption of OneHUB operations

Relationship Management

• Build and maintain strong, trust-based relationships with business and GBS/internal teams
• Gather regular feedback to improve service delivery and stakeholder satisfaction

Cross-pillar Coordination

• Orchestrate cross-pillar planning, prioritization, and dependency management
• Facilitate alignment across frontline and support pillars to enable integrated execution
• Support resolution of cross-functional issues and execution risks

Governance and Escalation

• Own governance forums and prioritization mechanisms across OneHUB
• Serve as a central escalation point for enterprise initiatives requiring cross-One Hub coordination
• Ensure clear decision pathways and accountability for complex initiatives

Performance Monitoring & Reporting

• Track and communicate key performance indicators for OneHUB initiatives
• Analyze performance and recommend improvements where needed

Change Management

• Lead or support the communication and rollout of change initiatives
• Ensure all teams are well-informed, engaged, and supported during transitions

Strategic Input and Continuous Improvement

• Contribute insights to strategic planning to align OneHUB services with evolving business needs
• Identify and drive opportunities for process improvement and efficiency

Stakeholder Education

• Educate stakeholders on OneHUB capabilities, processes, and the value they deliver

Chief of Staff 

• Serves as a trusted strategic advisor to the OneHUB leadership team
• Prepares executive-ready updates, meeting materials, and decision briefs to support leadership visibility and action
• Identifies issues requiring leadership attention and prepares concise escalation summaries and recommendations
• Drives alignment across cross-functional teams, removes blockers, and ensures timely follow-through on high-priority projects
• Shapes priorities, identifies gaps, and connects short-term actions to long-term objectives for OneHUB
• Represents leadership’s priorities and reinforces accountability across stakeholder groups