Service Delivery Manager - Regulatory Affairs - Operations 4D

1401 Genpact India Pvt. Ltd.; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

Genpact in India seeks a Service Delivery Manager (Regulatory Affairs - Operations) to own Veeva RIM process documentation, ensure accuracy, and lead impact assessments on regulatory changes and releases. Work closely with global SMEs to maintain up-to-date materials and robust governance.

This is a hybrid role with a focus on process documentation and enablement. You will drive clarity in complex regulatory workflows, manage stakeholders, and deliver fixes for documentation gaps while

Qualifications

• Regulatory Operations background with hands-on Veeva Vault RIM experience.
• Demonstrated technical and process-writing ability — turning complex, multi-region regulatory workflows into clear, structured Work Instructions and User Guides.
• Experience performing impact assessments against system releases and/or regulatory change.
• Working knowledge of the Veeva release model (general, enhancement, auto‑on) and core RIM configuration concepts.
• Strong stakeholder management, with the credibility to align global SMEs on a single process.
• Disciplined approach to version control and document governance.

Responsibilities

• Own the complete library of Work Instructions and User Guides dedicated to Veeva RIM, acting as the single point of responsibility for their accuracy.
• Perform structured impact assessments on every process document affected by change — Veeva releases (general / enhancement and auto-on), business configuration changes, Health Authority regulation changes, data-quality findings, and process gaps surfaced through recurring user issues.
• Resolve errors in existing process documentation to improve clarity, accuracy, and day-to-day usability.
• Close documentation gaps by authoring new processes for business scenarios not covered by current materials.
• Write workaround and correction procedures that serve as a consistent, reliable reference for the Enablement team, the Data Remediation team, and end users.
• Maintain constant alignment with business SMEs on process design and the downstream impact of every change on the process documents.
• Own the documented fix for process gaps that the End User Enablement team surfaces from recurring issues — this role writes the corrected process while Enablement raises and triages it.

Skills

Veeva

Regulatory Affairs

Stakeholder management

Education

Bachelors – Health Administration

Bachelors – Healthcare

Bachelors – Pharmacy

Masters – Public Health

Masters – Regulatory Affairs

Tools

Veeva Vault

Job description

Service Delivery Manager - Regulatory Affairs - Operations

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description

Service Delivery Manager (Band 4D), Business Process & Standards Expert – Veeva RIM

The Service Delivery Manager, Business Process & Standards Expert, is the single accountable owner of the Veeva RIM process library. Responsible for process impact based on Veeva releases, configuration changes, and regulatory updates, this role ensures every change is impact-assessed and reflected in the documentation — so functions working in Veeva RIM always work from accurate, complete, and clear process guidance, and not from outdated or missing instructions.

Key Responsibilities

• Own the complete library of Work Instructions and User Guides dedicated to Veeva RIM, acting as the single point of responsibility for their accuracy.
• Perform structured impact assessments on every process document affected by change — Veeva releases (general / enhancement and auto-on), business configuration changes, Health Authority regulation changes, data-quality findings, and process gaps surfaced through recurring user issues.
• Resolve errors in existing process documentation to improve clarity, accuracy, and day-to-day usability.
• Close documentation gaps by authoring new processes for business scenarios not covered by current materials.
• Write workaround and correction procedures that serve as a consistent, reliable reference for the Enablement team, the Data Remediation team, and end users.
• Maintain constant alignment with business SMEs on process design and the downstream impact of every change on the process documents.
• Own the documented fix for process gaps that the End User Enablement team surfaces from recurring issues — this role writes the corrected process while Enablement raises and triages it.

Required Skills & Experience

• Regulatory Affairs / Regulatory Operations background with hands-h on Veeva Vault RIM experience.
• Demonstrated technical and process-writing ability — turning complex, multi-region regulatory workflows into clear, structured Work Instructions and User Guides.
• Experience performing impact assessments against system releases and/or regulatory change.
• Working knowledge of the Veeva release model (general, enhancement, auto‑on) and core RIM configuration concepts.
• Strong stakeholder management, with the credibility to align global SMEs on a single process.
• Disciplined approach to version control and document governance.

Key Requirements

• Process documentation kept current against the Veeva release calendar.
• Impact assessments completed within agreed turnaround.
• Measurable reduction in user issues caused by process gaps or unclear instructions.
• Timely SME review and sign-off on updated documents.

Qualifications

• Bachelors – Health Administration
• Bachelors – Healthcare
• Bachelors – Pharmacy
• Masters – Public Health
• Masters – Regulatory Affairs

Certifications

• Certified Compliance Officer (CCO) – VskillsVskills
• Certified Regulatory Compliance Manager (CRCM) – The International Association of Risk and Compliance Professionals (IARCP)

Required Skills

• Veeva

Language

• English (Required)

Language Proficiency

• Proficient – C2

Job Type

• Regular

Master Skill List

• Regulatory Affairs – Operations

Remote Type

• Hybrid

Work Shift

• Day Job (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Equal Opportunity Statement

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.