At PwC, our people in risk and compliance focus on maintaining regulatory compliance and managing risks for clients, providing advice, and solutions. They help organisations navigate complex regulatory landscapes and enhance their internal controls to mitigate risks effectively. In regulatory risk compliance at PwC, you will focus on confirming adherence to regulatory requirements and mitigating risks for clients. You will provide guidance on compliance strategies and help clients navigate complex regulatory landscapes.
Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.Examples Of The Skills, Knowledge, And Experiences You Need To Lead And Deliver Value At This Level Include But Are Not Limited To:
- Analyse and identify the linkages and interactions between the component parts of an entire system.
- Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
- Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
- Develop skills outside your comfort zone, and encourage others to do the same.
- Effectively mentor others.
- Use the review of work as an opportunity to deepen the expertise of team members.
- Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
Title:
HCP Engagement Operations Team Lead
Location Posted:
Date Last Modified:
5 October 2025
BRIEF COMPANY DESCRIPTION
At PwC, we connect people with diverse backgrounds and skill sets to solve important problems together and lead with purpose—for our clients, our communities and for the world at large. It is no surprise therefore that 429 of 500 Fortune global companies engage with PwC.PwC's high-performance culture is based on passion for excellence with focus on diversity and inclusion. You will collaborate with and receive support from a network of people to achieve your goals. We will also provide you with global leadership development frameworks and the latest in digital technologies to learn and excel in your career. At the core of our firm's philosophy is a simple construct: We care for our people.Globally PwC is ranked as the 3rd most attractive employer according to Universum. Our commitment to Responsible Business Leadership, Diversity & Inclusion, work-life flexibility, career coaching and learning & development makes our firm one of the best places to work, learn and excel.
Apply to us if you believe PwC is the place to be. Now and in the future!
JOB OVERVIEW:
HCP Engagement Managed Services – 9+ Yrs Manager
Preferred Title:
HCP Engagement Operations Team Lead
Education/Certifications:
Bachelor’s degree (Life Sciences, Business, or related field preferred).
Roles and Responsibilities,
generally
:
An HCP Engagement Operations Team Lead is responsible for leading and overseeing the day-to-day operations of the HCP engagement function they are assigned. This role manages team member assignments, operational metrics, SLAs, confirms compliance with regulatory and company standards, drives operational excellence, and supports the effective coordination of all engagement across any of the assigned functional teams, including HCP Onboarding, Engagement Ambassadorship, Contracting, Invoicing and Payments as well as Transparency Reporting. The Team Lead provides guidance and oversight to a team of specialists they are assigned.
Responsibilities May Include, But Are Not Limited To:
- Team Leadership & Oversight:
- Supervise and mentor team members across HCP engagement operations roles
- Maximize operational efficiencies, allocate workload, monitor daily progress, and confirms service level agreements (SLAs) are met
- Foster a culture of compliance, accuracy and collaboration
- Operational Management:
- Oversee the execution of HCP contracting, onboarding, FMV/tiering assessments, and payment processing
- Confirms operational processes are documented, standardized, and continuously improved
- Coordinate with cross-functional teams to support HCP engagements
- Compliance:
- Confirms adherence to internal SOPs and relevant regulations and policies (e.g., FMV governance, Sunshine Act/Open Payments, EFPIA as applicable)
- Maintain audit-ready documentation and control evidence across onboarding, contracting, payments, and transparency data handoffs
- Metrics:
- Track and report operational KPIs including cycle times, first-pass accuracy, SLA adherence, backlog, and quality findings
- Identify trends, prioritize root-cause fixes, and drive actions that improve throughout and accuracy
- Provide timely updates to leadership and client on operational metrics
- Coordination:
- Partner with Business Owners, Legal/Compliance, Finance/AP, and Transparency Reporting to resolve exceptions, escalations, and data issues
- Communicate status updates, risks, and decisions to stakeholders and leadership
- Lead process optimization, tooling adoption, and playbook updates across HCP Onboarding, Engagement Ambassadorship, Contracting, Invoicing and Payments, and Transparency Reporting
- Coach the team on new procedures, systems, and controls; support training and knowledge management
Other:
- Manage resourcing, scheduling, and coverage; conduct regular check-ins and performance feedback
- Perform other duties that naturally align with this role’s scope
- Embrace, learn, adopt and encourage the use of approved Responsible AI and automation tools.
Skills:
- Bachelor’s degree (Life Sciences, Business, or related field preferred)
- 5+ years of experience in HCP operations, compliance, or pharmaceutical industry support
- Prior experience managing a team or leading operational processes
- Strong understanding of HCP compliance requirements (FMV, Sunshine Act, etc.)
- Excellent organizational, communication, and stakeholder management skills
- Learning agility and adaptability across functional areas, systems and tools
- Proficiency in HCP engagement systems and reporting tools
- Additional Preferred:
- Familiarity with systems used across the HCP lifecycle (e.g., onboarding/CRM platforms such as Reltio or iHub; CLM; ERP/procurement and AP)
- Demonstrated ability to drive continuous improvement, implement controls, and deliver against SLAs in high-volume environments
- Data-driven mindset with comfort presenting metrics and insights to leadership
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