Job Description

Job title

: GMI MICC Manager

Location

: Hyderabad
Opella is the self-care challenger with the purest and

third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally

.


Our mission is to bring health in people's hands by

making self-care as simple as it should be

. For half a billion consumers worldwide - and counting.


At the core of this mission is our

100 loved brands

, our

11,000-strong global team, our 13 best-in-class manufacturing sites

and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world's most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.

B Corp certified in multiple markets

, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com .

About the job:

The Global Medical Information Contact Centre (MICC) is an important customer-facing activity responsible for responding to unsolicited requests for information on all Opella products. These requests come from healthcare professionals, consumers, and internal stakeholders. This activity is outsourced to an external vendor.


The MICC Manager acts as primary interface between affiliate organizations and the MICC vendor. The role is responsible for overseeing the MICC activities which includes countries operational activities and governance and supervision of all outsourced contact centre activities.

Main responsibilities:

Contributes to operational and strategic meetings with vendors. Implements and closely monitors metrics and Key Performance Indicators (KPI), identifies issues in a timely manner and addresses them together with the MICC manager and the vendor as appropriate. Ensures Opella standards of service are met. Ensures and facilitates review of vendor telecoms scripting and call routing. Works in close collaboration with key affiliates contacts. Contributes to the development of Quality Documents governing functional activities as needed. Contributes to and facilitates reviews of vendor standard operating procedure and work instructions. Conducts periodic onsite or remote assessment visits as per GMI requirements. Contribute to preparedness and response to Health Authority inspections and internal audit. Facilitates optimal training of contact center agents in collaboration with various internal functions such as Pharmacovigilance, Quality and other as appropriate. Develops MICC crisis and contingency plan in close collaboration with GMI MICC Lead and MICC vendor Works in close collaboration with vendors to ensure smooth daily operations with high quality services and excellent customer satisfaction in line with or above industry standards. Addresses any issues with a sense of urgency.

About you:

Advanced degree in healthcare-related field (e.g. PharmD, MD, MS, PhD, or equivalent scientific degree). 3-5 years of experience in the pharmaceutical industry in Medical Information or an equivalent scientific role within pharmaceutical or consumer healthcare industries. Capability to manage escalations and resolve complex customer issues effectively. Willingness to adopt new technologies, including AI-driven tools for call routing, speech to text, sentiment analysis, or chatbot integration.

Preferred:

Experience working in an international, multi-cultural setting. Proven experience managing call center operations. Proven track record managing or supervising operations of global vendors is a plus. Strong understanding of call center KPIs such as Service Level, Abandon Rate, First Contact Resolution, and Net Promoter Score (NPS). Ability to analyse operational data to identify trends, inefficiencies, and opportunities for improvement.

Knowledge, Skills and equivalent Experience:

Excellent communication skills, both verbal and written, for internal coordination and external stakeholder engagement. Strong project management skills and ability to work independently and collaboratively. Ability to work effectively in a matrixed and cross-functional environment involving internal teams and external vendors.

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We are dedicated to making self-care as simple as it should be. That starts with our culture. We are challengers by nature, and this is how we do things:

All In Together:

We keep each other honest and have each other's backs.

Courageous:

We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed:

We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple:

We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission

. Health. In your hands.


www.opella.com/en/careers