Dr. Pankaj of GSK Shares Insights About Sales Excellence Through Strategic Learning & Development In Pharma Sector

In a compelling video conversation, Dr. Pankaj, Head of Sales Excellence at GSK India, offers a deep dive into the evolving role of Learning and Development (L&D) in the pharmaceutical sector. Leading a team of over 2,500 sales professionals across India, Dr. Pankaj brings a unique perspective shaped by years of experience in aligning training strategies with commercial outcomes. 

He emphasizes that L&D today must go beyond traditional, one-time training programs and instead focus on creating sustainable, long-term learning journeys that are closely linked to business goals. According to him, training should not be viewed as a support function, but as a strategic lever that drives measurable improvements in sales effectiveness and business performance.

One of the core aspects Dr. Pankaj highlights is the need to regularly revisit competency frameworks and job descriptions, ideally every three years to ensure they stay relevant in a fast-changing industry. Post-pandemic shifts in customer expectations, market dynamics, and technology have significantly altered the way pharma companies operate, making it essential for L&D teams to stay agile. 

Dr. Pankaj also underlines the importance of integrating digital tools into the training ecosystem. GSK, in fact, has been a frontrunner in adopting digital learning platforms since 2007, using LMS, CRM systems, and productivity tools to ensure efficient and impactful training. While leveraging technology, he also stresses the need to remain compliant with strict industry regulations, which requires creative and thoughtful program design.

The conversation also sheds light on how the role of Medical Representatives (MRs) is undergoing a major transformation. With doctors increasingly relying on digital platforms for information, MRs can no longer rely solely on product promotion. Instead, they must bring deeper scientific knowledge, better communication skills, and digital fluency to become trusted partners to healthcare professionals. 

Dr. Pankaj’s training approach is data-driven, using a combination of business KPIs, HR metrics, and direct field feedback to fine-tune learning initiatives. This enables targeted interventions to close skill gaps, whether in product knowledge, behavior, or customer engagement. Beyond his professional insights, Dr. Pankaj shares his personal leadership philosophy, grounded in discipline, self-reflection, and lifelong learning. 

His daily routine includes physical fitness and a conscious effort to remain connected with younger generations, both within and outside the organization. He believes leadership is not just about talent, but about consistent hard work, humility, and the desire to give back to one’s team and the community. Despite increasing digitalization, he reiterates the importance of building and maintaining genuine human relationships, which remain a cornerstone of success in pharma sales.

Dr. Pankaj’s approach offers a powerful example of how Learning and Development, when aligned with business strategy and supported by data and technology, can significantly contribute to commercial excellence. His vision serves as a valuable blueprint for organizations aiming to navigate the complexities of the pharmaceutical landscape through strategic, people-centered learning.