• Oversee the operational delivery of BAFT’s on-demand certificate and custom training programs, managing project timelines, milestones, and deliverables with instructional designers, content director, trainers and other stakeholders. • Coordinate across internal BAFT teams to ensure smooth launches and updates. • Track dependencies, deliverables, and status updates to ensure all project elements are completed on time and within scope. • Serve as the main point of contact for 3 rd party providers (ie. instructional designers and trainers), QA testing, and post-launch maintenance. • Support Logistics Director on workshops, webinars and other custom training programs. • Manage course setup and configuration in the Elevate LMS, ensuring accuracy in pricing, descriptions, and course content. • Act as first-line of support for student access, enrollment, and payment issues. • Generate and distribute LMS performance reports (enrollment, completions, revenue, student progress).

• Oversee end-to-end ICSR collection, processing, reconciliation, and reporting of post-marketing cases. • Ensure global compliance with pharmacovigilance regulations, including timely ICSR submission, high-quality case processing, and support for aggregate reporting. • Provide oversight and support of the PV vendor activities, including but not limited to the establishment and monitoring key performance indicators (KPIs) and vendor audits. • Serve as the primary point of contact for CRO pharmacovigilance teams, ensuring clear communication, accountability, and delivery of safety obligations. • Collaborate with stakeholders to ensure alignment of PV strategy, compliance, and status of the PV system. • Support development and maintenance of internal PV policies, SOPs, training programs, and the maintenance of the pharmacovigilance system. • Support safety signal detection activities and participate in safety governance committees. • Participate in regulatory inspections and PV audits to ensure quality, integrity, and compliance with pharmacovigilance and safety reporting requirements. • Lead the development and maintenance of Safety Management Plans (SMPs) and Pharmacovigilance Agreements (PVAs)/Safety Data Exchange Agreements (SDEAs). • Support and oversee deviation and Corrective and Preventive Action (CAPA) activities related to, but not limited to, expedited and periodic reporting activities, deviations related to case management processes. • Contribute to the preparation and submission of safety reports including but not limited to RMPs, DSURs, PSUR/PBRER, PADER, and PSMF. • Develop and author responses to PV-related health authority inquiries and other regulatory communications. • Other duties as assigned.

• Own and scale compliant, high-quality care operations by driving compliance & regulatory adherence, strengthening provider governance & supply, and building efficient, user-centric workflows. • Ensure care delivery models are aligned with country-specific regulations, labour laws, and clinical practice requirements across all operating markets • Translate local regulatory requirements into operational policies, provider guidelines, and service delivery workflows • Partner with Clinical, Legal, and People teams to operationalise market entry and ongoing compliance (e.g., provider classification, working models, documentation standards) • Monitor adherence to market-specific requirements such as session formats, supervision norms, employment structures, and reporting obligations • Proactively identify regulatory risks across markets and drive preventive or corrective actions to ensure uninterrupted service delivery • Support scaling into new markets by building compliance-ready operational frameworks that balance regulation, cost, and user experience • Lead creation, standardisation, and optimisation of SOPs across the care lifecycle • Drive adoption, enforcement, and continuous improvement of SOPs • Identify inefficiencies and redesign workflows to reduce manual effort and improve scalability • Partner with Product/Tech to translate operational gaps into automation or feature requirements • Build governance around SOP reviews, version control, and adherence audits • Own provider quality tracking frameworks (e.g., audits, performance scorecards) • Analyse performance trends and drive structured interventions (training, escalation, offboarding recommendations) • Define and enforce service standards (SLA adherence, responsiveness, documentation quality) • Partner with Engagement & clinical teams to improve provider performance while maintaining compliance standards • Own identification and resolution of high-impact user experience gaps across the care journey • Design and refine escalation and service recovery frameworks • Balance user experience with compliance and operational feasibility • Drive improvements in experience metrics (resolution time, escalation rates, user feedback trends) • Support clinic and in-person deployment planning by aligning provider supply with projected demand (rosters, utilisation, buffer capacity) • Monitor and optimise supply health metrics (availability, utilisation, ENAS, no-show buffers) to ensure reliable service delivery • Set up & manage operational dashboards (compliance, quality, SLA, supply-demand) ensuring accuracy and actionability • Translate data into insights and drive cross-functional alignment on improvement initiatives • Drive efficiency and automation projects to improve quality and reduce manual effort • Contribute to leadership reporting (MBRs/QBRs) with clear insights, risks, and recommendations

• Manage and grow communities on South Asian’s social platforms (WhatsApp, Telegram, Facebook Groups) • Plan engagement activities to boost user retention and conversion • Support advertising campaigns: provide channel recommendations and monitor postcampaign performance • Assist local brand promotion: collaborate with South Asian KOCs/KOLs and execute culturally relevant campaigns