Risk Management Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Review study specifications, protocols, test strategies, and other deliverables to ensure that critical functionality is designed, built, tested, and operates effectively.

• Enhance and refine risk assessments throughout the study lifecycle.

• Perform reviews, risk assessments, issue analysis, and follow through on mitigation while offering strategic guidance.

• Create and maintain risk management frameworks, policies, and procedures specifically for Customer Support operations.

• Identify risks related to operations, services, compliance, data privacy, and customer experience.

• Provide expert input for risk registers and mitigation plans.

• Monitor Key Risk Indicators (KRIs) and suggest corrective actions.

• Lead root cause analysis for significant customer escalations, recurring issues, and service incidents.

• Implement preventive measures and continuous improvement initiatives in collaboration with support leaders.

• Manage risks associated with support workflows, tools, and customer interactions.

• Ensure compliance with operational delivery best practices, company policies, data privacy requirements, and industry regulations.

• Drive quality improvement initiatives across delivery functions.

• Conduct risk assessments for critical incidents and events that impact customers.

• Coordinate response efforts for high-severity customer escalations.

• Document lessons learned and guarantee that mitigation plans are executed.

• Track remediation actions until closure.

• Prepare executive-level risk reports, dashboards, and recommendations.

• Present risk trends, mitigation efforts, and service performance metrics to leadership.

• Address emerging business risks in collaboration with cross-functional teams.

• Conduct risk assessments and impact analyses for strategic initiatives.

⛳️ Requirements

• 5+ years of experience in Customer Support, Operations, Risk Management, Quality, Compliance, or related functions.

• Direct, recent, and hands-on experience in the clinical trials industry, supporting or managing production Interactive Response Technology (IRT)/Randomization and Trial Supply Management (RTSM) systems.

• Practical expertise throughout the IRT/RTSM study lifecycle, including randomization, clinical supply and inventory management, test strategy, and testing methodologies.

• Experience in managing customer-impacting risks and critical issues within validated, regulated environments.

• Proven experience managing operational risks within customer-facing organizations.

• Strong background in incident management, escalation management, and process improvement.

• Experience in SaaS, Pharma, Healthcare, Technology, Life Sciences, or other similar regulated industries is preferred.

• Bachelor's degree in Business, Operations, Risk Management, Information Technology, or a related field.

• Knowledge of Enterprise Risk Management (ERM).

• Proficiency in Customer Support Operations.

• Advanced knowledge of clinical trial operations and end-to-end IRT/RTSM processes, controls, integrations, risks, and regulatory requirements.

• Expertise in Incident & Escalation Management.

• Experience in Root Cause Analysis (RCA).

• Understanding of SLA Management.

• Knowledge in Quality Assurance & Compliance.

• Familiarity with Business Continuity Planning.

• Awareness of Data Privacy & Information Security.

• Skills in Process Improvement and Optimization.

• Proficiency in KPI/KRI Reporting and Analytics.

• Ability in Stakeholder Management.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.