Patient Support Program (PSP) Manager - Centurion at IQVIA

Role Overview

• We are seeking an experienced Patient Support Program (PSP) Manager to take ownership of the end-to-end operational, quality, and compliance oversight of patient support programs across multiple African countries.
• This role is responsible for ensuring high-quality, compliant program delivery, effective team leadership, strong client engagement, and insightful reporting, all contributing to improved patient outcomes.

Key Responsibilities

Program & Operational Management

• Lead and manage patient support programs across multiple therapeutic areas and countries
• Ensure delivery aligns with scope, timelines, budgets, and contractual commitments
• Drive continuous improvement through performance monitoring and operational insights

Clinical & Field Nurse Support

• Provide guidance and oversight to Field Nurses and program teams
• Act as escalation point for complex clinical, patient, or operational matters
• Maintain a strong understanding of the clinical landscape and patient journey

KPI Reporting & Client Management

• Develop and present monthly KPI and performance reports
• Monitor SLAs, identify trends, and provide actionable recommendations
• Build and maintain strong client relationships as a trusted partner

Contract Management Support

• Support preparation and review of contract addendums
• Ensure contracts remain updated and aligned with current program requirements

Quality, Compliance & Audit

• Oversee quality management, including risk management, issue tracking, and CAPAs
• Ensure full compliance with SOPs, regulatory requirements, and data privacy standards
• Support internal audits, including preparation, documentation, and follow-up actions

Pharmacovigilance

• Ensure accurate and timely reporting of adverse events and product complaints
• Support training and compliance in pharmacovigilance processes

People & Team Management (Africa)

• Lead, mentor, and develop multi-country teams
• Support recruitment, onboarding, and performance management
• Foster a compliant, high-performance culture

Systems, Financial & Reporting

• Drive effective use of CRM and case management systems
• Track contracts, deliverables, billing, and budgets
• Develop Excel-based trackers, dashboards, and reports

Required Skills & Experience

• Proven experience managing Patient Support Programs or healthcare programmes
• Strong clinical understanding, with experience supporting Field Nurses
• Experience in compliance, quality management, pharmacovigilance, and audits
• Advanced Excel and CRM systems proficiency
• Experience with contracts, billing, and operational reporting
• Demonstrated people management experience across multiple countries
• Strong communication and stakeholder engagement skills

Preferred Qualifications

• 5+ years’ experience in pharmaceutical or life sciences industries
• Minimum 2 years’ experience in a people management role
• Experience working across African markets and regulated environments