Global MedInfo Operations Manager
Takeda · Bengaluru
Job Description
The Future Begins Here
At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.
Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.
Role Objectives:
• Coordinate day-to-day operational support for Global Medical Information and Medical Information call-center services
• Monitor inquiry workflows, service performance, quality, issue escalation, knowledge-content availability and partner delivery
• Support Global Medical Information audit and inspection readiness through documentation retrieval, evidence-pack preparation, request tracking and quality-system record maintenance
• Provide operational reports and support process improvement and risk management activities across Global Medical Information
Key Responsibilities:
Medical Information Activity Delivery
• Support case management and escalation workflows for Medical Information activities
• Monitor inquiry volumes, response times, backlog and capacity indicators against agreed expectations
• Coordinate handoffs and operational gaps across Global Medical Information teams, and call-center vendors
• Coordinate quality monitoring activities and escalate quality findings to the Global Medical Information teams
Performance & Continuous Improvement
• Prepare scorecards and reports covering demand, activity performance, quality, escalations and open issues
• Identify recurring operational gaps and escalate to the Global Medical Information teams
• Support activity reviews and implementation of agreed operational changes
Risk Management Activities
• Support audit and inspection Material Preparation and Activity Tracking
• Retrieve and compile accurate, complete documentation from content repositories in response to audit queries
• Keep track of audit/inspections open Corrective and Preventive Actions (CAPAs) related to Medical Information
• Coordinate updates to Medical Information-related regulatory documentation (e.g. PSMF) and associated data maintenance activities (e.g. Med Info Websites).
Metrics & Reporting Activities
• Generate periodic and ad-hoc GMI reports for products/TA and regions/LOCs in accordance to GMI templates and guidance from GMI teams
Qualifications:
Experience: More than 5-8 years of relevant professional experience, including at least 3 years within the biopharmaceutical industry experience in Medical Information, Medical Writing content operations required. Experience in vendor management, healthcare contact centers, inquiry management, vendor operations is preferred. Technical skills:
• Working knowledge of Medical Information inquiry and contact-center operations
• Understanding of scientific inquiry escalation requirements
• Experience monitoring performance, workflows, capacity and vendor delivery
• Familiarity with inquiry-management, knowledge-management and reporting platforms
• Strong operational analysis, coordination and problem-solving capabilities
• Experience working with AI-enabled tools
• Attention to detail
Education: Degree in Medicine, Pharmacy, Life Sciences, Public Health, Medical Communications, or a related field required. Advanced scientific or healthcare qualifications (PharmD, PhD, or equivalent) are preferred.
Languages: Fluent English required; additional languages advantageous
BENEFITS:
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:
- Competitive Salary + Performance Annual Bonus
- Flexible work environment, including hybrid working
- Comprehensive Healthcare Insurance Plans for self, spouse, and children
- Group Term Life Insurance and Group Accident Insurance programs
- Employee Assistance Program
- Broad Variety of learning platforms
- Diversity, Equity, and Inclusion Programs
- Reimbursements – Home Internet & Mobile Phone
- Employee Referral Program
- Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 calendar days)
#Li-Hybrid