HCP Engagements QA and Training Lead - Managed Services -Health PLS
About The Position
At PwC, our people in risk and compliance focus on maintaining regulatory compliance and managing risks for clients, providing advice, and solutions. They help organisations navigate complex regulatory landscapes and enhance their internal controls to mitigate risks effectively. As a risk management generalist at PwC, you will provide advisory and practical support to teams across a wide range of specialist risk and compliance areas. Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Analyse and identify the linkages and interactions between the component parts of an entire system. Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion. Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables. Develop skills outside your comfort zone, and encourage others to do the same. Effectively mentor others. Use the review of work as an opportunity to deepen the expertise of team members. Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate. Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
Requirements
- Minimum Degree Required Bachelor's Degree
- Minimum Year(s) of Experience 5 year(s)
- Demonstrates extensive knowledge and/or a proven record of success in the following areas:
- Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients
- Strong English language reading comprehension and writing skills
Responsibilities
- Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance
- Develop and maintain training plans for both new and existing team members
- Designing and delivering training curricula for new hires and ongoing development for existing team members
- Keeping training materials current with process changes, client requirements, and industry/regulatory updates
- Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness
- Providing coaching and skills development opportunities to build functional expertise across the team
- Partnering with leadership to identify training gaps and address them proactively
- Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables
- Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing)
- Tracking and reporting quality performance metrics; identify root causes of recurring errors and define corrective actions
- Partnering with leadership to implement corrective training and process refinements
- Leading process improvement and optimization
- Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations
- Mentoring junior team members
- Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions
- Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand
- Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model
- Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance
- Communicating with senior leadership and senior client stakeholders
- Delivering “white glove” customer service
- Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy
- Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role
- Leading teams of individuals with a positive attitude
Benefits
- PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.
- To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
