Senior Supervisor

Conduent; Bogotá ciudad; On-site; COP 70,000,000 - 110,000,000; Full time

Job summary

Conduent is seeking a Senior Supervisor, Delivery to lead Medical Information teams supporting global operations across EMEA and APAC. You will oversee day-to-day program management, ensure quality, compliance, and excellent customer experience, and drive escalation handling and process improvements.

The role requires 3–5 years of relevant healthcare/medical affairs experience, strong English (C1), and advanced MS Office skills. Training ~8 weeks with early hours aligned to Colombia time.

Qualifications

• Bachelor’s degree required; a Life Sciences background is preferred but not mandatory.
• Postgraduate or Master’s degree is a plus.
• Minimum 3 years of relevant experience; 5 years preferred.
• Healthcare Industry And/or Medical Affairs Experience Is Preferred.
• C1 English proficiency.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Outlook, SharePoint, and Teams.
• Experience with CRM platforms, contact center technologies, and reporting tools is preferred.
• Knowledge of Medical Information processes, Pharmacovigilance requirements, and healthcare compliance is highly valued.
• Strong customer service, communication, problem-solving, decision-making, adaptability, and teamwork skills.
• Training: Approximately 8 weeks, following the standard onboarding training program. Training will generally take place from 2:00 AM to 11:00 AM Colombia time.

Responsibilities

• Support the day-to-day operational management of Medical Information programs.
• Monitor KPIs, service levels, productivity, quality, and client expectations.
• Coordinate staffing coverage and workload distribution.
• Manage operational escalations and support timely issue resolution.
• Monitor dashboards and performance reports to identify trends and improvement opportunities.
• Support quality monitoring, reconciliations, CAPAs, and operational controls.
• Participate in operational reviews, governance meetings, and quality calibrations.
• Support onboarding, training, and ongoing team development.
• Identify operational risks and recommend corrective actions.
• Ensure compliance with SOPs, PVAs, Quality Agreements, regulatory requirements, and company policies.
• Lead and support approximately 3–5 direct reports, including agents and potentially Team Leaders.

Skills

Team leadership

Customer service

Problem solving

Communication

Adaptability

Teamwork

CRM experience

MS Office

Quality monitoring

Regulatory compliance

Education

Bachelor's degree

Master's degree

Tools

CRM platforms

Job description

We’re Hiring: Senior Supervisor, Delivery – Medical Information

Are you an experienced operations professional looking for an opportunity to lead teams and support high-quality service delivery in a global environment?

We are looking for a Senior Supervisor, Delivery to join our Operations team and support the day-to-day management of Medical Information programs, ensuring operational performance, quality, compliance, and an excellent customer experience.

Location: Colombia

Working Hours: 2:00 AM – 11:00 AM Colombia time (9:00 AM – 6:00 PM CEST)

The position primarily supports teams located across EMEA and APAC rregions

What You’ll Do

• Support the day-to-day operational management of Medical Information programs.
• Monitor KPIs, service levels, productivity, quality, and client expectations.
• Coordinate staffing coverage and workload distribution.
• Manage operational escalations and support timely issue resolution.
• Monitor dashboards and performance reports to identify trends and improvement opportunities.
• Support quality monitoring, reconciliations, CAPAs, and operational controls.
• Participate in operational reviews, governance meetings, and quality calibrations.
• Support onboarding, training, and ongoing team development.
• Identify operational risks and recommend corrective actions.
• Ensure compliance with SOPs, PVAs, Quality Agreements, regulatory requirements, and company policies.
• Lead and support approximately 3–5 direct reports, including agents and potentially Team Leaders.

What We’re Looking For

• Bachelor’s degree required; a Life Sciences background is preferred but not mandatory.
• Postgraduate or Master’s degree is a plus.
• Minimum 3 years of relevant experience; 5 years preferred.
• Healthcare Industry And/or Medical Affairs Experience Is Preferred.
• C1 English proficiency.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Outlook, SharePoint, and Teams.
• Experience with CRM platforms, contact center technologies, and reporting tools is preferred.
• Knowledge of Medical Information processes, Pharmacovigilance requirements, and healthcare compliance is highly valued.
• Strong customer service, communication, problem-solving, decision-making, adaptability, and teamwork skills.
• Training: Approximately 8 weeks, following the standard onboarding training program. Training will generally take place from 2:00 AM to 11:00 AM Colombia time.

If you have a strong operations background, enjoy leading teams, and are comfortable working in a global environment, we’d love to hear from you!