AC Manila HCP Engagement Operations Team Lead

Roles and Responsibilitiesgenerally:An HCP Engagement Operations Team Lead is responsible for leading and overseeing the day-to-day operations of the HCP engagement function they are assigned. This role manages team member assignments operational metrics SLAsconfirmscompliance with regulatory and company standards drives operational excellence and supports the effective coordination of all engagement acrossany of the assignedfunctional teams including HCP Onboarding Engagement Ambassadorship Contracting Invoicing and Payments as well as Transparency Reporting. The Team Lead provides guidance and oversight to a team of specialists they are assigned.

Responsibilities may include but are not limited to:

Team Leadership & Oversight:

• Supervise and mentor team members across HCP engagement operations roles

• Maximize operational efficienciesallocateworkloadmonitordailyprogress andconfirmsservice level agreements (SLAs) are met

• Foster a culture of complianceaccuracyand collaboration

• Operational Management:

• Oversee the execution of HCP contracting onboarding FMV/tiering assessments and payment processing

• Confirmsoperational processes are documented standardized and continuously improved

• Coordinate with cross-functional teams to support HCP engagements

Compliance:

• Confirmsadherence to internal SOPs and relevant regulations and policies (e.g. FMV governance Sunshine Act/Open Payments EFPIA as applicable)

• Maintain audit-ready documentation and control evidence across onboarding contracting payments and transparency data handoffs

Metrics:

• Track and report operational KPIs including cycle times first-pass accuracy SLA adherence backlog and quality findings

• Identifytrends prioritize root-cause fixes and drive actions that improve throughout and accuracy

• Providetimelyupdates to leadership and client on operational metrics

Coordination:

• Partner with Business Owners Legal/Compliance Finance/AP and Transparency Reporting to resolve exceptions escalations and data issues

• Communicate status updates risks and decisions to stakeholders and leadership

• Lead process optimization tooling adoption and playbook updates across HCP Onboarding Engagement Ambassadorship Contracting Invoicing and Payments and Transparency Reporting

• Coach the team on new procedures systems and controls; support training and knowledge management

Other:

• Manage resourcing scheduling and coverage; conduct regular check-ins and performance feedback

• Perform other duties that naturally align withthisroles scope

• Embrace learnadoptand encourage the use of approved Responsible AI and automation tools.

Skills:

• Bachelors degree (Life Sciences Business or related field preferred)

• 7 to 11 years of experience in HCP operations compliance or pharmaceutical industry support

• Prior experience managing a team or leading operational processes

• Strong understanding of HCP compliance requirements (FMV Sunshine Act etc.)

• Excellent organizational communication and stakeholder management skills

• Learning agility and adaptability across functional areassystemsand tools

• Proficiencyin HCP engagement systems and reporting tools

• Additional Preferred:

• Familiarity with systems used across the HCP lifecycle (e.g. onboarding/CRM platforms such as Reltio or iHub; CLM; ERP/procurement and AP)

• Demonstrated ability to drive continuous improvement implement controls and deliver against SLAs in high-volume environments

• Data-driven mindset with comfort presenting metrics and insights to leadership