Mahesh Walmiki
Pune
Summary
Dynamic manager with extensive experience in client and stakeholder management. Skilled in quality assurance, budget management, and driving innovation. Committed to fostering team development and enhancing operational processes to achieve business objectives.
Overview
4
4
Languages
14
14
years of professional experience
Work History
Manager-MICC
Navitas Lifesciences
Bangalore
12.2025 - Current
- Responsible for leading end to end delivery and operational oversight of MICC, including query management, monitoring the weekly open cases.
- Serve as the subject matter expert and assist in guiding the Medical Information team ensuring optimal system utilization and governance.
- Conduct regular performance reviews to understand the team capabilities and assist in overcoming the challenges observed during daily operations.
- Ensure adherence to work instructions, SOP's and regulatory requirements.
- Monitor quality standards, track and identify risks and issues within the operations and implement corrective and preventive actions.
- Manage transitions and knowledge transfer activities.
- Assist in recruitment and onboarding process.
- Manage team performance, workload allocation, coaching and capability development.
- Provide insights and recommendations to leadership.
- Manage operational budgets and cost control.
- Support revenue growth and cost optimization initiatives.
- Manage major incidents and service disruptions.
- Perform root cause analysis.
- Track service metrics and KPI's.
- Ensure business continuity planning.
Manager - Training and Quality
EVERSANA
Pune
09.2023 - 12.2025
- Track and monitor Corrective and Preventive Actions CAPA's to ensure timely completion and effectiveness.
- Monitor deviations and non-conformances , ensuring timely closure of associated actions.
- Develop a training plan, a training schedule, and conduct training for specific training programs for the team members.
- Develop and maintain training modules, job aids, and other training resources that target tangible results.
- Documentation and filing of training forms for all training sessions and meetings.
Train internal user groups. - Act as a Subject Matter Expert on Medical Information Management Systems and Compliance Programs.
- Monitor, review, evaluate, and score calls, medical inquiries, case documentation, adverse event reports, and product complaint reports against established quality assurance requirements and standards.
- Monitor calls to provide feedback regarding telephone customer service, product information given, filing of adverse event reports, product complaint reports, and adherence to procedures.
- Identify, document, and report non-conformances in the areas of adverse event or product complaint reporting, inquiry responses, customer service, and case documentation.
- Ensure Contact Center agents adhere to predetermined quality assurance standards and the business's standard operating procedures.
- Act as primary point of contact for internal as well as external audits
Assistant Manager of Operations
Syanpse Pvt Ltd
Pune
05.2022 - 03.2023
- Oversee and review all types of PV and Quality management deliverables.
- Preparation and execution of training, mentoring, and on-the-job training plans for the newly joined associates, or providing assistance to the trainers in the execution of training plans.
- Prepare, review, and provide input in the preparation and revision of SOPs.
- Assist in drafting and reviewing the SRDs, medical inquiries.
- Support the Project Team to ensure Synapse Labs Pvt Ltd meets client expectations and time
requirements for safety reporting by monitoring compliance reports, checking applicable safety
database workflow and SharePoint tracker. - Responsible for monitoring the Quality Issues, Deviations and ensure timely closure of associated actions.
Team Lead
LabCorp Scientific Solutions
Pune
01.2021 - 03.2022
- Implement and promote the use of consistent, efficient, and quality processes to meet timelines and deliverables according to requirements and standard operating procedures.
- Create, maintain, and assume accountability for a culture of high customer service.
- Team management activities, like leave management and appraisal management.
- Draft and review the Standard Response documents.
- POC for audits and inspections.
- Conduct training on process updates and products.
- Assist in recruiting new talent for the organization.
Business Process Lead
Tata Consultancy Services
Pune
06.2014 - 01.2021
- ICSR workflow assignment and tracking of the assigned cases.
- Handling and managing audit/inspections-related activities.
- Well-versed in all the steps within the case-handling process, including case intake, book-in, and case processing.
- Exposure to Argus and MedDRA.
Case types handled: Spontaneous, Solicited. - Assist in the development and implementation of new safety-related updates, processes, and procedures within the process.
- Performing QC for the cases processed by the new hires.
- Monitoring and documentation of the monthly productivity of the associates within the process.
- Responsible for outbound calls for follow-up procedures.
- Hands-on experience in the transition of med info process from India to another location (different country).
- Responsible for conducting in-process training on client updates and mentoring the new hires.
- Responding to the daily action emails received from the clients. These include escalation emails, correction emails.
Junior Safety Data Analyst
Sciformix
Pune
02.2013 - 06.2014
- Answering medical information queries, product quality complaints, and receiving information on adverse drug reaction reports through email, calls, or fax, etc.
- Performing follow-ups to collect missing information.
- Performing other support activities as assigned, tracking various types of matrices, ongoing QC of defined process steps, training, and reconciliation of data from multiple sources, such as email, fax, etc.
Data Analyst
Neeyamo Enterprises Pvt Ltd
Pune
08.2012 - 01.2013
- Making outbound calls to U.S. insurance companies on behalf of patients in skilled nursing facilities.
- Effective handling of calls related to medical insurance.
- Registering new patients and healthcare professionals for insurance-related queries.
- To conduct classroom and on-the-job training for new hires.
- Monitoring calls, updating the quality sheet, and giving feedback to agents on calls to improve the SLA.
- Communicating with clients for the latest process information.
Education
Bachelor in Pharmaceutical Sciences - Pharmaceutical Sciences
AISSMS College of Pharmacy
Pune06-2012
Skills
- Medical Information Service Delivery
- Medical information System Governance
- Risk Management
- Performance Management and Appraisal management
- SLA/KPI management and monitoring
- Client & Stakeholder Management
- Quality and Compliance Management
- Team Management & Leadership
- Process Improvement & Optimisation
- Financial and Budget Management
- Recruitment Management
- Project and Transition Management
Languages
Hindi
First Language
Marathi
Proficient (C2)
C2
English
Proficient (C2)
C2
German
Beginner
A1
Timeline
Manager-MICC
Navitas Lifesciences
12.2025 - Current
Manager - Training and Quality
EVERSANA
09.2023 - 12.2025
Assistant Manager of Operations
Syanpse Pvt Ltd
05.2022 - 03.2023
Team Lead
LabCorp Scientific Solutions
01.2021 - 03.2022
Business Process Lead
Tata Consultancy Services
06.2014 - 01.2021
Junior Safety Data Analyst
Sciformix
02.2013 - 06.2014
Data Analyst
Neeyamo Enterprises Pvt Ltd
08.2012 - 01.2013
Bachelor in Pharmaceutical Sciences - Pharmaceutical Sciences
AISSMS College of Pharmacy