Head, Medical Inquiry Content Japan

General Information

Job Advert Title: Head, Medical Inquiry Content Japan

Location: Nihonbashi, Tokyo

Division: Medical Affairs

Employment Class: Permanent

Description

【About Astellas】

Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. （HP：Learn more about Astellas）

Are you driven to make a real difference in the lives of patients?

We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.

Strategic Leadership

• Responsible for ensuring that the Japan MI Team delivers with the highest level of quality, in compliance with evolving regulatory requirements and reflective of most up-to-date scientific knowledge and insights in fair-and-balanced manner
• Cultivates an innovation and ‘change mindset’ within the Japan MI Team, including ability to deliver and progress when there is ambiguity or uncertainty.
• Demonstrates strong change leadership skills by translating and transforming challenges into solutions for an improved and successful global team
• Responsible for monitoring MI performance metrics and other metrics for quantitative or qualitative feedback on MI content and escalation rates/response times
• Establishes and maintains strong partnership with other MI Team leads and other cross-functional stakeholders to enable optimal functioning of Japan MI Team
• Fosters matrix collaboration and integrated ways of working between MI Teams and Evidence Dissemination Value Teams (EDVTs)
• Champions a collaborative mindset, ensuring strategic alignment with key matrix stakeholders with regards to business objectives and MI content strategies and deliverables

Medical Information Content Leadership

• Oversees the creation and execution of local product strategies that align with local brand strategy and ensures MI content meets Japan customer needs
• Manages a team responsible for creation of high quality, dynamic MI content for consistent and timely utilization across all MI channels (including Contact Centers, Websites/Self-Service Portals), optimizing use of global MI content for global products
• Drives Japan MI Team to create a variety of content tailored to meet customer needs and channel/format preferences
• Cultivates, encourages, and enables technologic advancements for content creation through Artificial Intelligence (AI) in collaboration with key stakeholders
• Effectively develops and drives a systematic approach for the creation, review, approval, and consistent maintenance of MI content in collaboration with key stakeholders
• Monitors external environment and benchmarking data on HCP/customer content and channel preferences
• Supports MA capability to orchestrate omni-channel interactions aimed at addressing the informational and educational needs of our customers
• Identifies and implements process improvements for content generation in collaboration with Medical Affairs Excellence
• Drives innovation and enhancements of MI content in alignment with the evolving needs of our customers (e.g., HCPs, KEE, Payors, policy makers).
• Drives integrated ways of working across Japan MI, including reuse of central content for efficiency, while ensuring ‘one Astellas voice’.

Medical Information Alliance Partner Management for Japan local products

• Leads and manages alliance partner discussions, driving alignment on strategic goals and performance metrics.
• Negotiates and establishes joint charter/rules of engagement, ensuring clear communication and shared expectations between the company and alliance partners.
• Facilitates regular meetings with alliance partners to review progress, address challenges, and drive continuous improvement.
• Establishes relationships with key stakeholders at partner organizations, ensuring a collaborative and effective working relationship.

• Resolve conflicts and challenges that arise in the partnership

Customer Issue Resolution Oversight and Management

• Oversight of Japan MI team’s resolution of customer complaints
• Provides strategic direction to the Japan MI team, ensuring necessary resources and training to address customer issues
• Provides insights on escalated cases and collaborates cross-functionally to identify root cause of customer pain points and works to address underlying issues
• Serves as the escalation point for critical customer issues that require senior leadership intervention and ensures timely, professional, and effective communication with customers to restore trust and confidence.
• Establishes and reviews key performance indicators (KPIs) related to customer complaints, escalation outcomes and customer satisfaction. Regularly assess the effectiveness of escalation procedures and ensure continuous improvement in customer service processes.

Medical Governance

• Ensures Japan MI Team follows MI processes, procedures, and best practices in alignment with Legal / Regulatory / Compliance.
• Liaise closely with the MI Enablement team to address vendor and affiliate-specific matters related to MI inquiry handling
• Stays current on latest industry trends to ensure Astellas standards are in line with best practices and implements required and/or innovative changes
• Stay current on global and local regulations and guidance that impacts interactions with and delivery of MI responses to unsolicited requests from customers

People and Vendor Resource Management

• Leads a high performing team, which delivers high quality and scientifically sound work across multiple therapeutic areas
• Oversees resource allocation to ensure MI content generation and inquiry management needs are met
• Oversees outsourced vendor strategy for medical writing, QC/editing and translation services, ensuring that they meet performance, quality, and timeline standards
• Manages vendor budgets, ensuring efficient use of internal and outsourced resources
• Responsible for assessing needs and building capabilities to meet the MI business needs
• Responsible for managing MI talent (e.g. individual development plans, talent retention)