Global MedInfo Operations Manager

Overview

Coordinate day-to-day operational support for Takeda's Global Medical Information and Medical Information call-center services, including workflow monitoring, audit readiness, and operational reporting.

What you'll do

• 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.
• 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.
• Support audit and inspection material preparation.
• Retrieve and compile accurate, complete documentation from content repositories in response to audit queries.
• Keep track of audit/inspection 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).
• Generate periodic and ad-hoc GMI reports for products/TA and regions/LOCs in accordance with GMI templates and guidance from GMI teams.

What you'll need

• More than 5-8 years of relevant professional experience, including at least 3 years within the biopharmaceutical industry in Medical Information or Medical Writing content operations.
• Degree in Medicine, Pharmacy, Life Sciences, Public Health, Medical Communications, or a related field.
• 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.
• Fluent English.

Nice to have

• Experience in vendor management, healthcare contact centers, inquiry management, or vendor operations.
• Advanced scientific or healthcare qualifications (PharmD, PhD, or equivalent).
• Additional languages.

Details

• Location: Bengaluru, India.
• Work mode: Hybrid.
• Employment type: Full time, Regular employee.