Operations Manager

Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

At Thermo Fisher Scientific team, you'll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science, with the largest investment in R&D in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions. Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.

*Location/Division Specific Information

Our work is a story of global impact.*

Our Medical Communications team works to improve patient health by supplying high-quality medical information services on behalf of our customers to patients, healthcare providers and stakeholders. We manage medical information inquiries, document adverse events and product complaints, support product launches and help customers set up successful medical communications operations in a complex, global environment.

Office Location: Seven/NEO Building, Bonifacio Global City, Taguig City, Philippines

Work Shift Schedule: Mid Shift (UK business hours)

Work Setting: Hybrid; 1 to 3 days a week on-site (after training period)

Training Period: 10 to 12 weeks (1-2 days a week on-site)

Summarized Purpose

Manages the day-to-day operations of the program team. Supports staff members so that contracted services are provided in accordance with client and company policies and procedures. May interact with the client and internal groups to discuss and resolve issues impacting client operations. Trains and supervises healthcare and non-healthcare, professional level program staff. Develops, coaches, and mentors staff.

Essential Functions

• May supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.
• Oversees and/or completes development of client reports and procedural
• documents.
• Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.
• Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new
• initiatives impacting the program.
• Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and
• curriculum.
• Acts as a resource for front line staff for assistance with managing their scope of service.
• May function as the front line healthcare professional agent to cover services
• including but not limited to answering medical/clinical inquiries (where
• applicable) and documenting contacts, adverse events and product complaints.
• Manages staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations. Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.

Policy & Strategy

• Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units. Requires full knowledge of own area of functional responsibility.

Freedom to Act

• Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives. A portion of the time may be spent performing individual tasks.
• Liaison Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolution of operational and scheduling issues.

Qualifications:

Education and Experience:

• Healthcare Degree (Bachelor's Degree in Pharmacy or Nursing)
• Previous experience (comparable to 5+ years) in the healthcare or pharmaceutical industry with responsibilities involving counseling or providing medical information to include leadership experience (comparable to at least 1 year).

Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D. or MS. 

Knowledge, Skills and Abilities:

• Strong leadership skills
• Strong attention to detail and organizational skills
• Effective verbal and written communication skills
• Excellent problem solving and analytical skills
• Demonstrated time management skills and multi-tasking skills
• Strong interpersonal and decision-making skills
• Ability to coach and train staff
• Excellent English language skills must be demonstrated
• Ability to work in a team environment and/or independently as needed