Senior Operations Manager

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Senior Operations Manager ( Medical Affairs Operations):

The Engagement Lead will serve as the onshore strategic partner and primary point of contact for the client, experience working with global biopharmaceutical, agencies, or healthcare clients in operations services preferably MLR, Med Affairs, Publications, and/or consulting, responsible for end-to-end engagement governance, service delivery excellence, and operational transformation.

Key Responsibilities

Client & Stakeholder Management

• Serve as the onshore single point of contact for client, overseeing account management and engagement governance.

• Act as a strategic thought partner to the client, leveraging deep industry knowledge, insights, and an entrepreneurial mindset.

• Define service delivery strategy and transformation roadmaps aligned with client needs, industry best practices, and emerging technologies.

• Manage and mitigate engagement-level issues and risks; act as the escalation point for resolving moderate to high-complexity challenges.

Engagement & Delivery Leadership

• Provide oversight and direction to onsite and offshore teams to align project execution with business requirements.

• Drive project delivery with high quality, ensuring timelines, budgets, and client satisfaction targets are consistently met.

• Lead operational readiness planning, evaluating short- and long-term delivery needs and implementing required service changes.

Operational Excellence & Governance

• Ensure compliance with quality processes, contractual obligations, data security, legal requirements, and organizational policies.

Team Leadership & Talent Management

• Build, develop, and manage a high-performing team across onshore and offshore locations.

• Oversee resource planning, hiring, talent development, succession, and retention strategies.

• Foster a strong culture of accountability, collaboration, and continuous improvement across the engagement.

• Guide the team through root cause analysis (RCA), ensuring issues are addressed with actionable and sustainable solutions.

• Set up and monitor key performance indicators (KPIs), supporting the team in achieving defined client and business outcomes.

Preferred Qualifications

• Master’s degree in Business Administration, Management, Life Sciences, Information Technology, or a related field.

• 10–15+ years of experience in client engagement, consulting, program management, or service delivery leadership roles.

• Experience working with global biopharmaceutical, agencies, or healthcare clients in operations services preferably MLR, Med Affairs, Publications, and/or consulting

• Strong understanding of digital transformation, operating model design, and large-scale delivery governance.

• Proven success managing cross-functional teams across onshore/offshore and multi-vendor environments.

• Expertise in process optimization, operational readiness planning, and change management methodologies.

• Experience with project management tools and frameworks such as Agile, Lean, Six Sigma, or PMP certification.

• Demonstrated ability to influence senior stakeholders and drive strategy in complex, matrixed environments.

• Excellent analytical, communication, and executive presentation skills.

• Ability to thrive in fast-paced, dynamic, and high-impact client engagements.