Sr. Manager – Medical Information Europe in Cork

Job Description

Join American pharmaceutical leader Eli Lilly and Company, currently hiring Sr. Manager – Medical Information Europe in Cork, Apply Lilly careers in Cork Cork.


Position : Sr. Manager – Medical Information Europe

Location : Cork, Ireland

Job id: R-33398


Job Details

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying. At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives.  Central to all that we do are our talented and motivated professionals, circa 950 of whom are based at our Global Business Solutions centre in Little Island, Cork.  There we boast vibrant workforce made up of over 38 nationalities, speaking over 27 languages.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business?  And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Care, Global HR Data Management, Clinical Trial Management and Scientific Communications, and more to come on stream across 2022.

This, along with the recent physical expansion of the Little Island campus, means there has never been a more exciting time to be part of the GBS story!  Mirroring the existing Island House building, the new Island Hall facility extends our overall capacity where Lilly offers a premium workspace across both buildings, complete with flexible working options, healthcare, pension and life assurance benefits, subsidised canteen, wellbeing facilities, travel subsidies, on-site parking and much more.

At the GBS, it’s not just about what we do today, but how we can continuously improve and innovate for present and future operations.  We view the development of our highly skilled workforce in much the same way and want to grow your role into an empowering and fulfilling career here at Lilly.  Therefore, with the sole purpose of employee progression, weekly Manager 1:1s, a dedicated Learning & Development service and Educational Assistance schemes all await you.

Above all, it’s about being part of an open, welcoming and inclusive culture, one that is further enhanced by the dedication of our committees – Team Lilly Culture, Diversity & Inclusion, Corporate Social Responsibility and Health Safety & Environment.Purpose:The purpose of the Senior Manager, Medical Information Europe role is to:Deliver the Medical Information (MI) service to predominantly external requester, such as healthcare professionals and patients.Manage the daily operation though effective use of resources to deliver excellent customer service using real time metrics and Key Performance Indicators (KPIs).Ensure business compliance and inspection readiness through the quality management system.Identify areas of improvement or development for service delivery.Deliver successful implementation of MI digital/virtual initiatives in the relevant affiliates.Medical InformationMedical Information (MI) combines scientific knowledge and communication expertise to deliver relevant medical content that:are meaningful and relevant to customersenables informed and balanced treatment decisions that enhance patient careadvances the quality and transparency of Lilly research.Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between Lilly’s products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually via Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).Primary Responsibilities: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. Consult with your supervision regarding your actual job responsibilities and any related duties that may be required for the position.People ManagementSupervision of direct reports, including recruitment and performance management, onboarding as well as training needs and individual development plans.Mentor, coach, motivate and retain team members, nurturing an environment where they can excel through encouragement and empowerment.Assign employees to day-to-day activities and general team resource planning.Participate actively in cross-functional succession planning and talent development discussions.Service, Operational Excellence, Process Improvement and EfficiencyDeliver the MI service for healthcare professional and patient customers for designated European hubs and associated affiliates, ensuring that their teams deliver an excellent customer experience, using high quality answers in a compliant way.Deliver operational excellence including through deep understanding of the customer service journey, considering the customer experience and feedback as well as related metrics, and oversee regional MI reports and analytics.Ensure that Customer experience programs and onboarding staff training & documentation is in place to ensure excellent customer experience and compliant service delivery.Ensure sufficient resources are available for omnichannel service capacity and demand, and appropriate technological solutions are functioning to meet agreed service level for related countries and brands.Deliver and implement digital, technological, automation or other solutions, developed in collaboration with Capabilities or Global Business Solutions Cork (GBS) Automation, to improve contact center performance.Ensure service quality/efficiency/operational issues and risks are reported and quickly resolved.Identify operational best practices and deliver business process improvements in cooperation with the Capabilities team.Digital InitiativesDeliver successful implementation of MI digital/virtual initiatives and new channels in the relevant affiliates.Work closely with local affiliate digital teams to ensure implementation of MI strategy; report and troubleshoot technical issues.Be the midsize affiliate ambassador for LillyMedical and other digital/virtual initiatives; look for opportunities to create awareness and share insights on digital channel uptake and benefits.Explore midsize affiliate opportunities to maximize the current and expand MI digital or virtual channels in partnership with the Capabilities team.ComplianceDeliver the quality management system to ensure inspection readiness for all relevant affiliates.Ensure MI service compliance for relevant country affiliates.Create and oversee the regular service quality metrics for related countries and brands.Deliver regular quality monitoring for relevant affiliates.Lead internal audits and regulatory inspections, involving MI and ensuring any Corrective and Preventive Actions (CAPA) are delivered to agreed timelines.Oversight Responsible of the self-monitoring process to ensure quality standards in MI request handling.Evaluate and act on the current competitive and regulatory environment, keeping up to date on relevant local and regional regulations, business codes or guidance that have an impact on MI practice or processes.Building relationshipsRegularly liaise with the affiliate Medical management to communicate affiliate MI service quality, metrics and agree the mutual priority of any regulatory changes on MI operations. Liaise with the local MI on relevant local business initiatives and brand updates to build team insight into the affiliate operations, key personnel and priorities.Liaise with product quality and pharmacovigilance at local and regional level to ensure compliance.Collaborate with fellow MI to share operational best practice.Collaborate with MI Management for Content to ensure the right balance of proactive and on-demand content is available to meet customer needs, service quality KPIs and excellent customer experience.Collaborate with the fellow MI Management on the implementation any planned operational or technological changes.Liaise with Quality & Training to ensure delivery of team operational improvement and development plans for team members.Liaise with MI Leadership team colleagues to communicate teams’ performance and to obtain needed resources for the team.External OutreachDevelop and maintain key external contacts in industry, technical, and key professional organizations, particularly for relevant country, regional or global Medical Information.Participate as appropriate in industry, academic and professional forums, bringing back learnings to the organization.Responsible for understanding the evolution of changing customer expectations.Minimum Qualification Requirements:Advanced degree in natural science (Pharmacist preferred) or relevant equivalent business experience.Ideally 3+ years pharmaceutical industry experience, preferably including responsibility for customer service, quality, patient safety or regulatory functions with relevant business experience.Preferably with a multilingual, multicultural organization involving managementOther Information/Additional Preferences:Significant experience in people management or leadership; ability to motivate the team, create positive team environment and achieve results through others; able to deliver effective coaching and feedback.Highly developed learning agility with ability to be flexible, adaptable, and to manage the team and multiple priorities in a constantly changing business environment.High self-awareness and ability to operate effectively in a multi-cultural and multi-lingual environment.Self-motivated professional with excellent customer service experience.Excellent process improvement skills to optimize people, budget, and information resources to meet business needs.Excellent analytical and problem-solving skills with a proactive, pragmatic approach; able to translate business issues into tactical implementation and delivery.Solutions oriented. Able to use professional judgement to identify underlying issues including affiliate problems and evolving regulatory requirements.Able to influence and establish credibility, trust and rapport with stakeholders and colleagues yet able to work effectively as a Leadership team member.Working experience of implementing digital/virtual technological solutions and channels to improve customer experience.Understand how a regulatory framework, quality systems and governance structures contribute to compliance in MI service delivery.Compliance and quality experience an advantage.Ideally, fluent in languages of the relevant hub countries.Some travel may be required to support business needs.Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.



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