Job Description

THE POSITION:

Medical Information is a critically significant customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight and/or management of assigned clients, including implementation, ongoing client management support, regular touchpoints and meetings. This position requires the ability to understand client needs, ensure deliverables meet expectations, including key performance indicators (KPIs) and service levels. The Director will be expected to hire, manage, coach, and mentor and support the development of direct reports, and provide leadership regarding MICC function and delivery of services. The role requires strong stakeholder management skills, particularly within India Medical Information Contact Center Operations and ensuring delivery of services consistent with global EVERSANA MICC. Excellent written and verbal communication skills are essential. This is a full-time, office-based role located in India, and candidates must be authorized to work in India.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

- Manage direct reports, including mentoring, coaching, training, goal setting and feedback.
- Collaborate with the Director / Sr. Director of Medical Information Operations India and Sr. Director of Medical Information and Medical Affairs Strategic Operations to ensure seamless delivery of MICC services for all clients supported by India-Based MICC teams.




- Monitor and guide the activities and responsibilities of the Medical Information Associates, Medical Information Specialists, Medical Information Managers, and Medical Information Client Manager-Team Leads (CM-TL) who report to this position.
- Support staff development and career development.
- Support the hiring and recruitment of MICC staff.

MICC SERVICE DELIVERY EXCELLENCE

- Assist with the development and lead execution of the medical information functional strategies, including digital initiatives.
- Direct high-quality delivery of MICC services to clients supported by India MICC Operations.
- Monitor staff productivity and drive Key Performance Indicator (KPI) deliverables.
- Standardize processes to enhance the operational efficiency, oversight and maintenance of the India MICC.
- Collaborate with cross functional teams globally to identify opportunities for streamlining and automating relevant aspects of the MICC activities.
- Deliver client management training programs to existing and emerging Client Manager-Team Leads and other training programs.
- Develop and oversee quality management programs within the MICC.
- Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.

CLIENT DELIGHT

- Ensure client success by providing comprehensive oversight of assigned clients. This includes implementation, ongoing management, regular touchpoints, and meetings.
- Understand client needs thoroughly and ensure that deliverables consistently meet expectations, including KPIs and service level agreements.
- Oversee Statement of Works (SOWs), invoicing,



and client related Profit & Loss (P&L;) matters.
- Stay informed about client needs, pipeline, significant organizational changes, and any product changes or new product approvals.
- Act as liaison with client stakeholders, managing all aspects related to services provided by the MICC.
- Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
- Conduct short-, medium-, and long-term planning to address evolving client management needs.

TEAM LEADERSHIP

- Provide oversight of client projects which may include the following activities:
- Training & guidance to junior staff.
- Staff performance and proficiency across client services and procedures.
- Client resources have the most accurate and current information. This includes procedural documents, FAQs, and other relevant materials.
- Work processes related to handling medical information inquiries, adverse event and product complaint reporting are in compliance with client performance requirements for the MICC.

- Provide constructive suggestions to enhance service quality.

ALL OTHER DUTIES AS ASSIGNED

- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.

EXPECTATIONS OF THE JOB:

- Metrics: Maintain and contribute towards process improvement, which positively impacts metrics associated with activities of the MICC; metrics are subject to change annually or more often as deemed necessary.
- Customer Services: Maintain and drive continuous improvement initiatives to optimize customer service and customer satisfaction associated with MICC service delivery.
- Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
- Travel: This position requires business travel and will need to be able to travel up to approximately 10-15%.

📌 Sr. Director, Medical Information India (Pune)
🏢 EVERSANA
📍 Pune