Senior Manager, Medical Information Europe (Fixed Term)Experience Level: Senior Level | Posted Date: 14/04/2025
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 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.
Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our ‘Live Your BEST Life’
wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.
Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, embRACE, LGBTQ+ & Ally and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.
Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!
Please note this is an 18 month FTC
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 Information Medical Information (MI) combines scientific knowledge and communication expertise to deliver relevant medical content that:
• are meaningful and relevant to customers
• enables informed and balanced treatment decisions that enhance patient care • advances 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 LillyMedical.com. 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.
1. People Management
• Supervision 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.
2. Service, Operational Excellence, Process Improvement and Efficiency
• Deliver 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.
3. Digital Initiatives
• Deliver 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.
4. Compliance
• Deliver 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.
5. Building relationships
• Regularly 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.
6. External Outreach
• Develop 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 management
Please note this is an 18 month FTC
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and 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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