Senior Manager, Engagement Services External Expert Engagement Services; E3S

Job Title:
Senior Manager,Engagement Services [External Expert Engagement Services (E3S)]

Department:
Global Business Services (GBS) – Contracting & Legal Services (CLS)

Function: E3S

Travel: 5-10%, as required for business needs

Global

Career Level:

E

Shift Timings- 2:00- 11:00 PM IST

Are you ready to lead a mission-critical service that enables compliant, timely, and high-quality collaborations with external experts to advance patient impact? As Senior Manager, External Expert Engagement Services (E3S), you will lead a team that delivers compliant, efficient contracting and coordination for healthcare providers and patient engagements, including advisory boards, consulting, and speaking. You will own operational performance (cycle time, first-time-right quality, stakeholder satisfaction), ensure adherence to AstraZeneca policies and global transparency requirements, and build data-driven insights to support decision-making.

Partnering across Medical Affairs, Commercial, Compliance, Legal, Nominated Signatories, and enabling functions, you will drive adoption of the E3S operating model and continuously improve processes to scale engagement services across the business.

• Team leadership and service delivery
  :
  Lead a high-performing team of Engagement Specialists to deliver compliant, timely, and high-quality processing of External Expert (EE) engagements; own service KPIs including cycle time
  , first-time-right
  , backlog
  , and stakeholder satisfaction
  .

• Operational governance
  :
  Chair regular operational meetings to address process changes, training needs, and feedback; ensure consistent policy interpretation, decision rationale, documentation, and activity reconciliation for EE contract requests.

• Stakeholder management
  :
  Build and maintain a robust network across Medical Affairs
  , Commercial
  , Compliance
  , Legal
  , Nominated Signatory
  , Global Meetings & Events
  , Payments
  , and IT to drive adoption of E3S governance and processes.

• Transparency and compliance
  :
  Ensure accurate tracking and data capture to meet company-dictated and government transparency reporting requirements (e.g., US Sunshine/Open Payments and country-specific rules); enforce FMV
  , caps
  , and utilization management
  .

• Controls and monitoring
  :
  Conduct first-line monitoring of processes; maintain audit readiness; lead corrective and preventive actions (CAPA) to remediate findings and reduce risk.

• Analytics and insights
  :
  Develop and socialize dashboards/scorecards (volume, utilization, payment timeliness, exception rates, budget-to-actual) to inform operational decision-making and business planning.

• Demand and capacity planning
  :
  Own regional demand forecasting, capacity planning, and resource deployment; collaborate with the Director of Engagement Services on medium-term workforce planning and skills mix.

• Customer relationship management
  :
  Serve as the primary point of contact for the business area once deployed to the contracting system of record (e.g., Engage); drive customer satisfaction and service adoption, including senior management engagement.

• Payments oversight
  :
  Monitor payment timeliness and accuracy; partner with the Payments team to proactively resolve exceptions and prevent aging backlogs.

• Issue and escalation management
  :
  Address queries and escalations promptly and professionally; serve as deputy/back-up to the Director for coverage and high-priority escalations.

• Continuous improvement and change management
  :
  Identify process gaps and lead optimization initiatives to improve throughput, compliance, and user experience; manage change and training rollouts.

• People management
  :
  Conduct quarterly and year-end performance reviews; own succession planning and backfill management; lead recruiting, onboarding, and training for new hires; hold monthly skip-level meetings to strengthen engagement and risk sensing.

• Education
  :
  Bachelor’s degree or advanced degree in a related field.

• Experience
  : 5–7 years in biopharmaceutical or highly regulated industries, with familiarity working in a matrix organization, HCP and commercial contract management, red‑line support, including at least 2–3 years leading…