The Process Excellency and Digital Lead, Pharmacovigilance will drive continuous improvement, transformation, and operational efficiency across internal and customer-facing PV services. Acting as a trusted advisor, the role will assess current-state processes, identify inefficiencies, recommend future-state solutions, and support teams through change. The role will use metrics, trends, and operational insights to identify improvement opportunities and will actively monitor automation and digital innovation to enhance quality, scalability, customer value, and P&L performance.

Responsibilities

Customer-Facing Process Excellence

• Provide expert process excellence counsel to customers prior to engagement start and during transition or implementation phases.
• Conduct structured current-state assessments using a Gemba walk / process observation approach or equivalent to understand existing workflows, pain points, risks, dependencies, and inefficiencies.
• Identify opportunities to streamline processes, reduce duplication, improve compliance, and increase operational efficiency from the beginning of the customer engagement.
• Translate customer needs and operational observations into practical, value-driven process improvement recommendations.
• Partner with customers to define future-state operating models, process flows, governance structures, KPIs, and ways of working.
• Support the design of bespoke operational solutions that balance customer expectations, regulatory requirements, quality standards, and commercial viability.
• Act as a trusted advisor to customers on process optimization, automation opportunities, and scalable PV operating models.
• Ensure on going follow-through to ensure persistence of efficiency and quality gains.

Internal Process Improvement

• Lead internal continuous improvement initiatives across PV operations, with a focus on efficiency, quality, scalability, and inspection readiness.
• Analyze operational metrics, quality trends, productivity data, compliance indicators, and recurring process issues to identify areas requiring improvement.
• Partner with operational teams to define root causes, prioritize improvement opportunities, and implement sustainable solutions.
• Support the creation and maintenance of a continuous improvement loop within PV, ensuring lessons learned, KPI trends, audit findings, and operational feedback are systematically translated into action.
• Promote harmonized and standardized ways of working across teams, geographies, and service lines while respecting local or client-specific requirements.
• Drive adoption of best practices across PV operations and support the reduction of fragmented, manual, or duplicative workflows.

Change Leadership and Implementation

• Lead and support change initiatives from assessment through implementation, ensuring clear ownership, stakeholder alignment, and measurable outcomes.
• Work closely with operations teams to embed process changes, ensuring teams understand the purpose, expected benefits, and practical impact of new ways of working.
• Provide coaching and guidance to operational leaders and teams through periods of process transformation.
• Establish clear action plans, timelines, responsibilities, success measures, and follow-up mechanisms for improvement initiatives.
• Demonstrate accountability for results, ensuring implemented solutions deliver measurable improvements in efficiency, quality, compliance, customer satisfaction, and financial performance.
• Support a culture of operational ownership, continuous improvement, innovation, and constructive challenge of the status quo.

Automation, Tools, and Innovation

• Maintain active surveillance of emerging automation opportunities, digital tools, AI-enabled solutions, and process technologies relevant to PV operations.

• Identify emerging digital trends and technologies that align with business goals, contributing to Cencora GCS’ reputation as a technology-driven organization. This includes opportunities to reduce manual effort, administrative burden, duplication, and avoidable quality checks through automation and smart tooling as well as innovative digital solutions that enhance service delivery, improve client satisfaction, and create competitive differentiation.

• Collaborate with digital, technology, quality, and operational stakeholders to assess the feasibility, value, risk, and business case for proposed tools or automation initiatives.
• Recommend innovation opportunities that are compliant, practical, scalable, and aligned with P&L expectations.
• Support the prioritization of automation initiatives based on operational impact, return on investment, quality risk reduction, and customer value.
• Ensure proposed technology solutions are implemented with appropriate governance, validation, documentation, and change management considerations.

Key Accountabilities

• Deliver measurable process improvements across customer-facing and internal PV operations.
• Improve operational efficiency, scalability, and standardization across PV workflows.
• Support customer engagement success by optimizing processes from the start of the relationship.
• Drive internal continuous improvement through metrics, trends, and root-cause analysis.
• Lead change effectively and support operational teams through transformation.
• Identify and promote automation and innovation opportunities that support quality, service delivery, and financial performance.
• Ensure improvement initiatives are aligned with regulatory expectations, quality standards, client requirements, and P&L objectives.

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Key Competencies

Technical and Operational Expertise

• Strong understanding of Pharmacovigilance processes, operating models, compliance requirements, and service delivery expectations.
• Ability to rapidly understand current-state processes and identify inefficiencies, gaps, risks, and improvement opportunities.
• Experience with process mapping, root-cause analysis, operational diagnostics, KPI analysis, and continuous improvement methodologies.
• Ability to translate complex operational issues into clear, pragmatic, and implementable solutions.
• Strong awareness of automation, digitalization, workflow tools, AI opportunities, and technology-enabled process improvement.

Leadership and Change Management

• Strong change leadership skills, with the ability to influence, engage, and guide teams through transformation.
• Ability to drive accountability for results and ensure improvements are embedded into day-to-day operations.
• Confident in challenging the status quo constructively and promoting better ways of working.
• Strong stakeholder management skills across internal teams, senior leaders, customers, quality, technology, and operations.
• Ability to build trust and credibility with customers and internal stakeholders.

Analytical and Commercial Acumen

• Strong analytical mindset with the ability to interpret metrics, trends, risks, and performance data.
• Ability to prioritize improvement initiatives based on business value, quality impact, feasibility, and P&L implications.
• Commercially aware, with the ability to balance customer value, operational efficiency, compliance, and profitability.
• Skilled in developing value-driven business cases for process improvements, automation, and tool implementation.

Communication and Advisory Skills

• Strategic thinking and ability to align digital initiatives with broader business goals.
• Excellent communication and facilitation skills, including the ability to lead workshops, process reviews, and customer discussions.
• Able to explain complex process issues clearly and influence stakeholders toward practical solutions.
• Strong consulting mindset, with the ability to observe, listen, diagnose, recommend, and guide.
• Comfortable working with senior stakeholders and operational teams alike.

Desired Experience

• Significant experience in Pharmacovigilance operations, process excellence, operational transformation, quality, or consulting.
• Experience supporting customer engagements, transitions, implementation, or service model design.
• Demonstrated track record of leading process improvement initiatives and delivering measurable operational benefits.
• Experience using metrics, KPIs, quality trends, and operational data to identify and drive improvement actions.
• Exposure to automation, workflow tools, AI-enabled solutions, or digital transformation initiatives within a regulated environment.
• Experience working in global, matrixed, and highly regulated environments.
• Lean Six Sigma, process excellence, project management, or change management certification would be an advantage.

Success Measures

Success in this role will be measured by:

• Improved process efficiency and reduced manual or duplicated work.
• Successful implementation of customer-facing process improvements at engagement start-up.
• Measurable improvement in operational KPIs, quality metrics, cycle times, productivity, or compliance performance.
• Increased standardization and harmonization across PV operating models.
• Positive customer and internal stakeholder feedback.
• Successful identification and implementation of automation or digital improvement opportunities.
• Demonstrated contribution to profitability, gross margin, and operational scalability.
• Effective change adoption by operational teams.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: PharmaLex GmbH

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned