Senior Director

Job Description

Job Title: Senior Director / Director – Medical Information (MICC Delivery Operations)

Location: Pune, Maharashtra (Onsite / Hybrid with flexibility; open to Mumbai candidates willing to commute/relocate)

Employment Type: Full-Time

Shift / Flexibility: Global coverage with core overlap into US/Europe business hours and India client hours

About the Role

We are seeking an experienced Senior Director / Director of Medical Information to lead our Medical Information Contact Center (MICC) operations out of Pune. In this high-impact executive role, you will oversee multi-client service delivery, drive operational strategy, and lead a high-performing matrix team comprising Associate Directors, Project Managers, Client Managers, and Medical Information Specialists.

You will serve as a primary client-facing leader, managing Statements of Work (SOWs), SLAs/KPIs, P&L oversight, and service excellence across global and domestic accounts.

Key Responsibilities

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• MICC Service Delivery: Provide end-to-end operational oversight for Medical Information Contact Center activities, including inquiry management, Adverse Event (AE) handling, and Product Quality Complaints (PQC).
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• Team Leadership: Hire, mentor, and direct senior management profiles (Associate Directors, Project Managers, Team Leads) within a matrixed BPO/CRO organization.
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• Client & Account Management: Act as the senior point of contact for pharmaceutical and biotech clients, ensuring high satisfaction, contract compliance, and smooth project execution.
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• Process & Quality Governance: Standardize workflows, oversee compliance with US/global regulatory guidelines, and drive digital/technology optimization initiatives within contact center operations.
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Requirements & Qualifications

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• Education: Advanced degree in pharmacy or medicine—PharmD, M.Pharm, B.Pharm, D.Pharm, MBBS, MD, or BDS.
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• Licensure: A Pharmacist License is required (active status is not mandatory).
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• Domain Experience: 10–18+ years of total experience with a core focus on Medical Information Contact Center (MICC), BPO, or CRO service delivery.
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• Leadership Scope: Proven track record in senior delivery leadership, client management, P&L oversight, and matrix team management.
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• Project Management: Strong background in project management, training frameworks, and quality management systems.
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• Flexibility & Travel: Ability to collaborate across global time zones (US/EU hours) and travel as needed for client engagements.
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