The Risk Management - Lead is responsible for identifying, assessing, monitoring, and mitigating risks that impact customer support operations, service delivery, customer satisfaction, compliance, and business continuity within a clinical trial technology workplace. This role partners closely with Customer Support, Operations, Engineering to proactively manage operational risks, improve service reliability, and drive a culture of continuous improvement across Interactive Response Technology (IRT) and Randomization and Trial Supply Management (RTSM) solutions.
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Responsibilities

• Review study specifications, protocols, test strategies, and other study deliverables to confirm that critical functionality has been appropriately designed, built, tested, and is functioning effectively.

• Partner with all relevant groups to strengthen, enhance, and drive more effective risk assessments across the study lifecycle.

• Serve as a hands-on lead, directly conducting reviews, risk assessments, issue analysis, and mitigation follow-through, while also providing strategic guidance and advice.





• Develop and maintain risk management frameworks, policies, and procedures for Customer Support operations.

• Identify operational, service, compliance, data privacy, and customer experience risks.

• Provide expert input to support risk register and mitigation plans.

• Monitor Key Risk Indicators (KRIs) and recommend corrective actions.

• Lead root cause analysis for major customer escalations, recurring issues, and service incidents.

• Collaborate with support leaders to implement preventive actions and continuous improvement initiatives.

• Ensure risks associated with support workflows, tools, and customer interactions are effectively managed.

• Ensure adherence to best practices related to Operational Delivery, company policies, data privacy requirements, and industry regulations.

• Drive quality improvement initiatives across delivery functions where applicable.

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📌 Risk Management Lead (India)
🏢 Endpoint Clinical
📍 India