Associate Director Medical Information

Job Description Summary

Responsible for leading the GCC-based worldwide delivery and oversight of medical and scientific customer inquiry management team (“Medical Information”) with all related responsibilities, within the Medical Excellence Operations organization. The role ensures high-quality, compliant, and efficient service delivery, drives process consistency and operational governance, and partners with Global Medical Affairs and cross-functional stakeholders to ensure operational delivery, capability building, performance visibility, and continuous improvement.

Job Description

Position Purpose:

Responsible for leading the GCC-based worldwide delivery and oversight of medical and scientific customer inquiry management team (“Medical Information”) with all related responsibilities, within the Medical Excellence Operations organization. The role ensures high-quality, compliant, and efficient service delivery, drives process consistency and operational governance, and partners with Global Medical Affairs and cross-functional stakeholders to ensure operational delivery, capability building, performance visibility, and continuous improvement.

• Lead end-to-end delivery and operational oversight of Medical Information services, including management of inquiry-related workflows, global content / document creation, and escalation management. 

• Establish and maintain subject matter expertise for the Medical Information System (MIS), ensuring optimal system utilization and governance. 

• Drive compliance, quality, and process discipline for Medical Information activities, including adherence to applicable SOPs / working practices, issue/risk identification, and remediation support where needed. 

• Provide leadership and oversight for Medical Information data analytics, reporting, and insight generation from MIS to support legal obligations and inform Life Cycle Management (LCM) of our medicines. Collaborate with Medical Affairs, Technology / Digital, Quality, Safety, Regulatory, and other relevant key stakeholders to align priorities, define requirements, and drive continuous improvement across the service model. 

• Lead people, workload allocation, and performance management for the associated team, ensuring capability building, effective coaching, and clear accountability for delivery outcomes. Support the transition and stabilization of services into GCC and contribute to process standardization, documentation, and operational maturity. Ensure metrics and service indicators are monitored and used proactively to drive quality, timeliness, and continuous improvement. 

• Key Performance Indicators: Medical Information services and related operational processes are delivered effectively and in line with defined quality, compliance, and service expectations. 

• Established KPIs / service metrics for Medical Information, and ensue Medical Information analytics are met and tracked transparently. Medical Information System super users deliver the defined support for Medical Affairs associates and Technology. Team delivery is consistent, well governed, and supported by appropriate process documentation, reporting, and stakeholder alignment. 

• Identified risks / gaps are addressed in a timely manner, with appropriate remediation and continuous improvement actions. 

 

• 12-15+ years' experience in the pharmaceutical / healthcare industry, ideally with experience in Medical Information, Medical Affairs operations, and related support models. 

• Strong understanding of Medical Information processes, customer inquiry management, operational governance, and medically relevant support workflows. 

• Experience leading teams and driving delivery in a cross-functional, and global environment. 

• Demonstrated strength in process design / improvement, metrics, stakeholder management, and quality-oriented execution. 

• Ability to balance strategic thinking with operational leadership and day-to-day delivery oversight. 

• Resilient and agile, with strong prioritization skills and a passion for simplification. 

Skills Desired

Agility, Agility, Clinical Practices, Cross-Functional Collaboration, Data Analysis, Drug Development, Employee Development, Healthcare Sector Understanding, Health Sciences, Influencing Skills, Innovation, Inspirational Leadership, Integrated Evidence Generation, Medical Affairs, Medical Communication, Medical Education, Patient Care, People Management, Pharmaceutics, Priority Disease Areas Expertise, Product Launches, Product Strategy, Real World Evidence (RWE), Regulatory Compliance, Research Methodologies {+ 3 more}