Expert Medical Information Manager

Role Dimensions

Provide functional support to Senior Medical Information Managers, Medical Information Managers and Medical Information Specialists 
 

Financial responsibility

Responsible for delivering and tracking Service Level Agreements (SLAs) for their assigned franchises/TA or group of aligned TAs (multiple clients)
 

Impact on the organization

The impact on Global Business Solutions is medium. The Expert Medical Information Manager is responsible for driving delivery of high-quality services as well as for partnering with assigned clients and providing council. They therefore need to role model and promote high quality, flexibility and high levels of accountability in service delivery.

Major Accountabilities

Delivery of MI services for assigned franchises/TA or group of aligned TAs (multiple clients)

• Responsible for the management of both planned and reactive services in a timely, efficient and high quality manner for their assigned clients or defined disease area groupings.
• Lead delivery of MI services, including congress activities (onsite, remote)
• Provide TA expertise in an assigned franchises/TA or group of aligned TAs (multiple clients) and conduct quality reviews of MI deliverables
• Report to clients on both planned and reactive MI services
• Support the management of any potential escalations from external HCPs
• Ensure adherence to regulatory and pharmacovigilance requirements
• Ensure compliance with internal and external MI standards and codes of practice, including GxP guidelines
   

Partnering with clients for assigned franchises/TA or group of aligned TAs (multiple clients)

• Provide input into the clients’ planning of MI activities, based on a strong understanding of strategic and medical imperatives of assigned brand(s)
• Identify opportunities for growth for Global Business services within assigned franchises/TA or group of aligned TAs (multiple clients) and take the lead on business development activities
• Ensure that MI services for their defined disease area groupings (clients) are delivered in compliance with agreed processes and manage changes in scope for planned services effectively
• Manage quality and other client issues proactively and effectively
• Monitor and report on established KPIs and take proactive action to continuously strive for improvements
• Ensure exemplary communication with all internal and external and stakeholders through regular updates with focus on accomplishments, KPIs, best practice sharing, staffing changes, etc.
• Identify and resolve operational issues, clearly articulate potential recommendations/solutions to Function Head and Global Service Lead; manages number of escalations
• Proactive planning; anticipate change and act in accordance; drive meticulous implementation of team goals and metrics

Financial management

• Responsible for accurate scoping to ensure appropriate pricing and budgeting for MI activities using Global business Solutions pricing tools (working with MI Team/Group Lead)
• Responsible for Global business Solutions MI forecasting and revenue for assigned franchises/TA or group of aligned TAs (multiple clients)
• Responsible for ensuring work is completed to agreed costs or scope of project is amended
• Responsible for quarterly reconciliations on assigned SLAs
   

Leading reactive MI services

• Act as a point of contact with client teams for assigned disease area(s) for reactive requests
  • This includes requests arising from label changes, competitor activity, registration updates
  • Focus on launch brands
     

Delivery of highly complex MI services

• Write (or review) complex or highly complex MI services which require the experience and expertise of an Expert MI Manager
  • This can include services with a mixed model, with the Expert MI Manager working alongside a (Senior) MI Manager

KPIs

Client focus

• Client Satisfaction and Client Advocacy (measured by regular Global business Solutions client satisfaction surveys) – results are compared to best-in-class benchmarks
• 100% compliance with legal regulations, industry codes and internal compliance standards
• Specific feedback from clients on the efficacy and effectiveness of the service
• Level of service adoption defined by SLA values

Finances

Ensure Global business Solutions revenue is achieved as per SLAs and work is completed to agreed costs, or scope of project is amended
 

Operational excellence

Delivery of services in line with defined KPI targets to measure service quality and timeliness – agreed with clients and embedded in Service Level Agreements

Ideal Background

Minimum: healthcare professional degree or degree in a healthcare-related field

Desirable: advanced degree (PhD, PharmD, MD) in life science/healthcare

Languages:

• Fluent English (oral and written)
• Preferred: a second major European language
   

Experience/Professional requirement

• Minimum 5 years’ experience in a Medical Information/Communications role specifically in the Pharmaceutical Industry (or a related Medical Affairs role with significant MI responsibility in the Pharmaceutical Industry)
• Experience with delivering MI services at Global and local level
• Product and disease area knowledge in Novartis therapeutic areas
• Strong knowledge of good practices in medical information writing, and experience with mentoring others
• Strong client focus
• Strong cross-functional skills and proven experience in collaboration with other departments/groups
   

Leadership skills

• Ability to scope and lead content projects, manage internal and external resources and direct content projects through to completion; role models teamwork and collaboration skills
• Demonstrates excellent executive level verbal, written and presentation skills
• Anticipates and brings about change as needed; communicates change in a way that supports buy-in and long-term success
• Utilizes decision criteria such as cost, benefits, risks, timing, and buy-in; selects the strategy most likely to succeed with client(s)
• Solves client issues, independently moderate conflicts with significant complexity and political sensitivity and influence senior management decisions
• Is sought out for advice and counsel; has proven credibility and cross-functional success
• Sets clear direction and priorities; mentors and coaches staff for improved performance
• Conveys credibility and maintains positive, professional image both internally and externally
• Demonstrates ability and willingness to assume a leadership/mentor role within the team
• Role models professional and positive qualities within the organization
• Ensures compliance and inspection /audit readiness. Is accountable that all associates in the team are adequately trained and comply with industry best practice and internal guidelines/SOPs

Competencies

• Solution orientated
• Significant openness to piloting new ideas
• Comfort around higher management
• Conflict management
• Managing and measuring work
• Organizing
• Peer relationships
• Planning
• Political savvy
• Drive for results
• Strategic agility
• Managerial courage
• Influencing skills
• Negotiation skills
• Flexible and comfortable with change