EVERSANA is the leading independent provider of global services to the life science industry. The companys integrated solutions are rooted in the patient experience and span all stages of the product lifecycle to deliver long-term, sustainable value for patients, prescribers, channel partners and payers. The company serves more than 500 organizations, including innovative start-ups and established pharmaceutical companies to advance life science services for a healthier world. To learn more about EVERSANA, visit eversana.com or connect through LinkedIn and Twitter.

OUR CULTURAL BELIEFS

• Patient Minded: I act with the patient’s best interest in mind.
• Client Delight: I own every client experience and its impact on results.
• Take Action: I am empowered and empower others to act now.
• Grow Talent: I own my development and invest in the development of others.
• Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
• Communication Matters: I speak up to create transparent, thoughtful and timely dialogue.
• Own It: I hold myself and others accountable for results.
• Embrace Diversity We create an environment of awareness and respect

THE POSITION:

• Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. The Training Manager will devise and implement our organization’s training strategy, oversee its implementation and assess its outcomes. The Training Manager will identify training and developmental needs and drive suitable training initiatives that bridge operation processes to system training. The Training Manager will enhance employees’ skills, performance, productivity and quality of work. The Training Manager will work across many departments to train and enhance competencies of our employees in the areas of Medical Information Management Systems, Drug Safety Systems, Quality Management Systems, service metrics, and department software and applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are best achieved by:

• Develop, facilitate, and supervise training programs for the global Medical Information Team.
• Develop and maintain training manuals, modules, job aids, and other training resources that target tangible results.
• Develop individualized and group training programs that address specific business needs.
• Train internal and external user groups and act as a Subject Matter Expert on Medical Information Management Systems (e.g., MedInquirer, IRMS, and iEnvision), Drug Safety Database Systems (e.g., LifeSphere, ArisGlobal, and ARGUS), and Compliance Programs (e.g., ComplianceWire).
• Train user groups on department software and applications (e.g., AdobeSign, video conferencing software, etc.)
• Train user groups on Call Center metrics (e.g., key performance indicators, service level, response time, etc.)
• Train user groups on phone systems (IP phone, Finesse, Calabrio, etc.)
• Train user groups on Help Desk systems (e.g., IT Help Desk).
• Provide Best Practices training in areas, such as case documentation in Medical Information Managements Systems and Drug Safety Systems and submission of configuration forms for Medical Information Management Systems.
• Train new employees on onboarding modules, such as Medical Information Management Systems, Quality Management System, and Customer Service.
• Participate in New Hire Training Plan Development.
• Arrange for and conduct on-site training as and when needed.
• Identify training needs, devise, and implement training programs according to organization requirements.
• Monitor and evaluate training program’s effectiveness and success and report them to the management team.
• Manage training budget.
• Maintain a keen understanding of training trends, developments, and best practices.
• Lead, teach, onboard, and evaluate new trainers.
• Create, update, and maintain new training and curriculum in ComplianceWire for new hires and existing client projects.
• Provide support in hiring in India.
• Provide support in Quality Monitoring Program as and when needed.
• All other duties as assigned

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

PEOPLE LEADER:

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective department.

• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.

Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline and discharge and administer all other personnel actions

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• 7 to 10 years of overall industry experience.
• At least 5 Years of training experience in the PV (Pharmacovigilance) domain OR 1 to 2 Years of experience in Contact Center training.
• Attention to detail
• Excellent communication skills and the ability to translate between technical and non-technical audiences

EDUCATION:

• Any graduate (Pharma degree will have an added advantage)