Job
Description
As a Manager, Client Services at our company, your role will involve overseeing and managing the operational aspects of ongoing projects and programs to ensure timely delivery of quality results within budget. You will be responsible for ensuring that all project work adheres to SOPs, policies, and practices, while also managing staff in compliance with organizational policies and regulations. Key Responsibilities: - Manage and oversee the initiation and study management of protocols, including identifying all protocol-related information, timelines, reporting, and setting up the proprietary software system for studies. - Track project metrics, report findings, escalate risks, and collaborate closely with the Associate Director, Client Services. - Ensure adherence to IQVIA processes and standards, financial controls, and sponsor requirements for managing financial risk. - Potentially lead a team of Client Services Leads, act as a subject matter expert, and serve as a point of escalation. - Arrange and conduct regular client meetings/Governance meetings, ensuring all necessary materials are prepared accurately and completely. - Act as the engagement leader, managing the project timeline, pursuing change orders, and coordinating with the contracts management team. - Protect IQVIA's financial interests through diligent scope of work management. - Identify and implement process improvement initiatives, serving as a process specialist for Client Services Leads. - Participate in staff selection and onboarding, including candidate reviews and interviewing. - Allocate resources to projects based on staff experience and training, organizing staff assignments and shifts to meet demand. - Plan, assign, and oversee work, evaluate performance, guide professional development, address employee relations issues, and resolve problems. Approve human resources actions. - Ensure standardized processes are implemented, department deliverables meet productivity, quality, and financial targets, and quality risks are identified and addressed. - Manage feedback/escalation and operational risk mitigation. - Provide excellent support to clinical trial sites, resolving issues raised via email and phone contact promptly. - Ensure SSAE 18 compliance. - Perform any other duties as assigned. Qualifications: - Bachelor's Degree required. - 7 years of related experience required, or equivalent combination of education, training, and experience. - Excellent communication, interpersonal, problem-solving, influencing, negotiation, team leadership, and customer service skills. - Strong judgment, decision-making, and software/computer skills, including MS Office applications. - Ability to establish and maintain effective working relationships with coworkers, managers, and clients.,
