APARNA JHA
Pune
Summary
A thoroughly committed professional with exceptional learning agility to independently manage complex cross-functional projects across “Operations”, Client Servicing”, “Solutioning” and “xxx” with 13+ years of experience in PES, Indigene, in managing complex projects of pharmacy majors independently
Skilled Senior Manager skilled in cross-functional collaboration. Optimizes processes and communication and drive results. Dedicated to continuously improving professional knowledge and business operations by applying top-notch skills.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
14
14
years of professional experience
Work History
Senior Manager, Client Services, Patient Services
Indegene Life-systems
Pune
06.2021 - Current
- Managed Key projects with Novartis, Organon, Takeda, Jansen & Mylan; With a team of 15+ direct reportees
- Oversight and Management of client services in the space of patient support and access program; including regulatory and training programs in healthcare sectors
- Delivery Management: revenue, margin, and customer satisfaction, establishing and maintaining a strong relationship with clients and business partners
- Cultivating strategic relationships: Cultivated relationship strong, enduring with key client stakeholders with top pharma companies
- Contributing to year over year growth in account revenue
- Managing Client Escalations: Active involvement in handling client escalations and resolves them as quickly as possible
- Has been the First point of contact for all client escalations or client pitch
- Talent Sourcing: Recruited and provided orientation to qualified personnel's for appropriate disciplines
- Setting up the operations for various client/geos, deliveries, risk management, and delivery team scalability
- Business Development: Collaborated with product development teams to align offerings with client needs, resulting in successful launch of access and patient support program for multiple disease area
- Actively contributed to business development efforts through client advocacy and evidence base success stories, contributing to growth in client base
- Developing a Solutioning Ecosystem: Created an alliance and partner ecosystem to expand the area of patient solutioning and to generate new ideas for solving business issues that led to increased productivity and better results.
Manager, Project Management and Client Services, Patient Services
07.2017 - 06.2021
- Managed Key projects with Novartis, Astrazeneca, DRL, Mylan, Medtronic and Nestle; With a team of 10+ direct reportees
- Managed multiple patient support programs as hub vendor program manager, supported by a team of multi-functional Project Managers, located across multiple global locations
- Utilizing technology to accelerate project efficiency, increase output quality, and shorten turnaround times through process automation (Order management system, CRM integration with third parties) to meet the needs of the Patients needs and have traceability of patient journey
- Worked on commercial models addressing the challenges that the pharma industry encounters around engaging with the key players in its ecosystem; and hence worked on a solution leveraging an array of digital and multichannel marketing platforms delivering a seamless customer interaction solution
- Ensure compliance to internal as well as client SOPS/Guidelines and various standards regulations (iso 9001,iso 27001,Cmmi) to successfully face periodic audits by internal /external and third party auditors
- SOPS Framework - Creation of SOPS / guidelines & deliverable templates helped in streamlining process and improve thereby driving efficiency
- Trained and developed a proficient team of patient counselors to ensure on-ground deliveries of the various programs
- Conduct review meetings, secure assets and obtain and document feedback to ensure timely completion of projects
- Working closely with POP governance and Client brand team to ensure the programme meet the design expectation and are administrated in alignment with the compliance and governance guidelines
- Accountable for enduring recurrent audits by outside organisations (KPMG, BSI, CMMi, etc.) as well as internal Quality Team
- Building a framework to ensure compliance to pharma and med device regulatory requirements related to data privacy, pharmacovigilance, information security and quality.
Associate Manager, Client Servicing, Patient Enablement Services
07.2014 - 06.2017
- Managed Key projects with Novartis, Astrazeneca, Medtronic; With a team of 40 field associates
- Responsible for the launch and delivery of patient support and access program for 3 key MNC pharma companies
- Delivery of program outcomes: Ensured continuous deliveries of operational and business KPIs driven by multiple expansions, generating value in terms of increased therapy compliance, adherence and repurchase rates leading to better health outcome
- Delivery of process excellence: Manage through process, systems by managing through SLA’s, frameworks, project management methods and bring in process improvements for different kind of projects
- Overall, managed programs spanning entire lifecycle of PSP for Key MNC pharma clients with progressively increasing CSAT ratings.
Team Lead, Operations Contact Centre, Patient Enablement Services
01.2013 - 06.2014
- Client servicing: managed operational and strategic relationship with the client Novartis India Ltd
- Resource Mapping/deployment: careful analysis of project requirement and client service expectation to deploy a team to consistently deliver on the project deliverables
- Team Management: motivating and managing a team of diverse set of individuals to consistently deliver on the project expectations
- Cross-functional project management: to manage cross-functional interaction with internal teams to get adequate support to aid project delivery
- Data analysis and insights mining: to analyses the primary data collected from the field to mine for the business insights; which is then fed to the client to improve various projects.
Senior Associate, Operations Contact Centre, Patient Enablement Services
01.2012 - 12.2012
- Leading a team of size: 20+ direct and indirect repartees.
Associate, Operations Contact Centre, Patient Enablement Services
02.2011 - 12.2011
Education
Masters in Biochemistry -
Tata Memorial Hospital, Mumbai University
01.2009
Professional Course in Clinical Chemistry -
ACBI, 33rd National Conference; Air Force, Medical College, Pune
01.2006
No Degree - Summer Training in Biochemical Engineering And BioTechnology
Indian Institute of Technology
DelhiPG Diploma in Applied Biotechnology for Food, Pharma & Agro Sector -
Vishwakarma Inst. of Tech, Pune
01.2003
Bachelors in Biotechnology -
Sardar Patel University, Anand, Gujarat
01.2001
Advanced Certificate Course in PC Applications & Quality Mgmt. -
NIIT Bhavysajyoti Scholarship Program
01.2001
Higher Secondary, PCMB -
Kendriya Vidyalaya, Baroda; CBSE Board
01.1998
Senior Secondary -
Kendriya Vidyalaya, Baroda; CBSE Board
01.1996
Skills
- Client Servicing
- Business Solutioning
- Operations Management
- Compliance & Audit
- Business Development
- Talent Mapping & Development
- Patient Services (Domain expertise (Pharmacovigilance, Regulatory med affairs)
- Market access (PS and education programme commercial and digital CRM platforms)
- Operations Planning
- Documentation And Reporting
Hobbies and Interests
- Ghazals, especially Jagjit Singh
- Food
- Travel & Interior Decoration aesthetics
Languages
Hindi
First Language
English
Beginner
A1
Maithili
Beginner
A1
Certification
Clinical Reaerach Methodology Research Study design at Ttata Memorial Hospital, Mumbai - Nov'14.
Data Capturing and Data Management at Tata Memoril Hospital ,Mumbai -Nov'14
Bio- ethics and clinical Research at Tata Memorial Hospital ,Mumbai -Dec'14.
iLeap and iLeap Certificate programme at Indegene ,Bangalore-August'15
Timeline
Senior Manager, Client Services, Patient Services
Indegene Life-systems
06.2021 - Current
Manager, Project Management and Client Services, Patient Services
07.2017 - 06.2021
Associate Manager, Client Servicing, Patient Enablement Services
07.2014 - 06.2017
Team Lead, Operations Contact Centre, Patient Enablement Services
01.2013 - 06.2014
Senior Associate, Operations Contact Centre, Patient Enablement Services
01.2012 - 12.2012
Associate, Operations Contact Centre, Patient Enablement Services
02.2011 - 12.2011
Masters in Biochemistry -
Tata Memorial Hospital, Mumbai University
Professional Course in Clinical Chemistry -
ACBI, 33rd National Conference; Air Force, Medical College, Pune
No Degree - Summer Training in Biochemical Engineering And BioTechnology
Indian Institute of Technology
PG Diploma in Applied Biotechnology for Food, Pharma & Agro Sector -
Vishwakarma Inst. of Tech, Pune
Bachelors in Biotechnology -
Sardar Patel University, Anand, Gujarat
Advanced Certificate Course in PC Applications & Quality Mgmt. -
NIIT Bhavysajyoti Scholarship Program
Higher Secondary, PCMB -
Kendriya Vidyalaya, Baroda; CBSE Board
Senior Secondary -
Kendriya Vidyalaya, Baroda; CBSE Board
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