About The Role

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Manager

Job Description & Summary

HCP Engagement Operations Team Lead/Manager is responsible for leading and overseeing the day-to-day operations of the HCP engagement function they are assigned. This role manages team member assignments, operational metrics, SLAs, confirms compliance with regulatory and company standards, drives operational excellence, and supports the effective coordination of all engagement across any of the assigned functional teams, including HCP Onboarding, Engagement Ambassadorship, Contracting, Invoicing and Payments as well as Transparency Reporting. The Team Lead/Manager provides guidance and oversight to a team of specialists they are assigned.

Responsibilities may include, but are not limited to

Team Leadership & Oversight:
Supervise and mentor team members across HCP engagement operations roles
Maximize operational efficiencies, allocate workload, monitor daily progress, and confirms service level agreements (SLAs) are met
Foster a culture of compliance, accuracy and collaboration
Actively engage in real-time issue triage alongside team members, stepping in hands-on to troubleshoot and resolve operational blockers as they arise
Operational Management:
Oversee the execution of HCP onboarding, vendor setup, contracting, FMV/tiering, and payment processing
Confirm operational processes are documented, standardized, and continuously improved
Coordinate with cross-functional teams to support HCP engagements
Own and manage day-to-day task assignment and workflow distribution across the team, ensuring balanced workloads and clear ownership of all active activities
Maintain operational rigor, holding team accountable to timeliness and quality standards that are set
Compliance:
Confirms adherence to internal SOPs and relevant regulations and policies (e.g., FMV governance, Sunshine Act/Open Payments, EFPIA as applicable)
Maintain audit-ready documentation and control evidence across onboarding, contracting, payments, and transparency data handoffs
Metrics:
As required by role, track and report operational performance metrics
Monitor team progress against SLAs and other KPIs
Identify trends, prioritize root-cause fixes, and drive actions that improve throughout and accuracy
Provide timely updates to leadership and client on operational metrics
Coordination:
Collaborate and meet with internal client operational leaders on escalations, improvements, performance metrics and program priorities
Partner with Business Owners, Legal/Compliance, Finance/AP, and Transparency Reporting to resolve exceptions, escalations, and data issues
Communicate status updates, risks, and decisions to stakeholders and leadership
Lead process optimization, tooling adoption, and playbook updates across functional areas supported by the team.
Coach the team on new procedures, systems, and controls; support training and knowledge management
Provide timely updates to the Sr. Operations Manager and client operations on operational metrics, risks, and decision

Skills

Bachelor’s degree (Life Sciences, Business, or related field preferred)
5+ years of experience in HCP operations, compliance, or pharmaceutical industry support
Prior experience managing a team or leading operational processes
Strong understanding of HCP compliance requirements (FMV, Sunshine Act, etc.)
Excellent organizational, communication, and stakeholder management skills
Learning agility and adaptability across functional areas, systems and tools
Proficiency in HCP engagement systems and reporting tools
Fluency in English and Mandarin is required