Head of PV Delivery - Pharmacovigilance Call Centre
Manila, Philippines
2d ago

LabCorp Drug Development is a global contract research organization with the world’s largest central laboratory network and Drug development expertise.

We employ over 65,000 people throughout 60 countries to support the pharmaceutical, biotechnology, and medical device industries.

As a leading provider of clinical trials solutions for all phases of development, we have contributed to each of the top 50 prescription drugs in the marketplace today.

Based in Manila, the Head of Pharmacovigilance (PV) Delivery will oversee the operational success of a large medical Information call centre that currently has over 100 employees.

If you want to further your career and join a growing company with loads of opportunity, please contact us today to find out more.

Skills, Knowledge & Experience required :

Experience of developing and leading a large team of Medical Information Call Centre Safety data Analysts or similar.

Good understanding of clinical trial regulatory requirements and ICH-GCP guidelines

Good Pharmacovigilance or Allied Pharmacovigilance understanding (cosmetovigilance / consumer portfolio / monographs / medical devices etc.)

Experience of mentoring Team Lead / Manager level personnel

Able to work shifts spanning the hours between 8 : 00pm - 6 : 00am MNL time

Ability to live and work in Manila (no relocation assistance or visa sponsorship is being supported for this role).

Key Competencies

Workflow Management, Metrics Tracking & Reporting

Experience in managing operations delivery

Strong people management and leadership skills

Excellent verbal and written communication skills

Strong Client Management skills and ability to support account mining activities

Proactive risk identification and management


Implement and promote use of consistent, efficient and quality processes to meet timelines and deliverables according to requirements and standard operating procedures, and assume accountability for the deliverables

Ensure compliance of operations with governing regulatory requirements

Create, maintain and assume accountability for a culture of high customer service

Ensure delivery of services meets or exceeds Service Level Agreements through focused metrics management of process performance


Accountable for managing delivery of service for the assigned engagement(s) as per the defined process and SLA

Responsible for realization of revenue targets associated with the project under the remit of this role

Responsible for profitability and other key service delivery related metrics

Hiring, training, managing and retaining delivery resources

Implement process & productivity improvements as appropriate to improve operational efficiency

Execute plans and processes for improving service delivery and client satisfaction.

Work closely with SMEs and QA to improve and exceed quality standards, to identify process improvements and to ensure delivery resources have necessary training and skills per industry norms

Ensure that engagement is executed within agreed upon productivity and utilization metrics

Generate reports, MIS, updates on service delivery, employee engagement, process improvements, etc. for timely reporting and enable decision making.

Provide guidance and support to the team of Associates and TLs for proactive solution to the business issues.

Provide timely information to finance for billing and revenue projections

Support responding to particular sections of RFPs as required.

Implement transition plan for new process engagements to establish delivery of service by Labcorp team.

Review of training files for respective team members

Additionally perform project specific activities like training and training documentation related activities as per project requirements.

Education / Qualifications

Graduate or Post Graduate in Life Sciences Field

Labcorp is proud to be an Equal Opportunity Employer :

As an EOE / AA employer, the organization will not discriminate in its employment practices due to an applicant's race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

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