Pharmacovigilance with a top Global MNC

2COMS Consulting Pvt. Ltd.
  • Bangalore, Chennai, Pune
  • 10-20 lakh
  • 8-13 years
  • 12 Oct 2016

  • Medical Services, HR/ Human Resources

  • Pharmaceuticals/ Life Sciences/ Clinical Research
Job Description

For Data Process:

Coordinate PV case processing activities
Ensure SLAs are met for the assigned team while initiating process improvements to improve team related metrics
Responsible for team management activities

For Voice Processes:
Manage service delivery against agreed SLA/KPIon productivity and quality while contributing to process improvement


For Data Process:
Ensure process related metrics for the team are met or exceeded with continuous improvement, with respect to productivity and Case & Team Quality Scores
Ensure Schedule Adherence for the team through leave management and rosters
Measuring and managing impact on Agreed Service Levels.
Effective utilization of resources through cross training
Adherence to client SOPs and guidelines etc..
Managing Average Turn Around Time (TAT)for the Team.
Daily productivity targets are achieved
Ensure adherence to and Client SOPs(Standard Operating Procedure)
Highlight resource requirements, if any.

For Voice Processes:
Ensure process related metrics for the team with respect to Average Handling Time
Ensure Schedule Adherence through leave management and rostering
Proactive measuring and managing impact on agreed service levels.
Effectively manage quality with continous improvement and high standards of service delivery
Average Speed of Answer (ASA)
Managing impact on Service Levels and Abandonment Rate.

Team Management Responsibilities

Manages a team
Ensure training compliance of the team
Attrition management and employee engagement
Conduct performance appraisals for team members. Provide input into the learning and career plans for team members
Mentor and coach junior members of the team.
Contribute to and participate proactively in knowledge sharing sessions

Competencies/Skill sets for this job

Case Processing Training Attrition Management

Job Posted By


About Organisation

2COMS Consulting Pvt. Ltd.