Associate Client Operations Director (REMOTE)

Job description

JOB OVERVIEW

Serve as expert in management and enhancing client relationship(s); maintain an overview of customer portfolio from an operational & financial perspective, throughout the lifecycle of each project; communicate with Project teams, Senior Project Managers, Team/Program Leads and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices, harmonization and development of client specific performance improvement projects. As an experienced Operations Client Lead, you will take on tasks such as new hire mentorship and departmental and/or organizational process improvement initiatives.

RESPONSIBILITIES

• As a senior member of the Operational Client team, you will establish a close working relationship cross-functionally with Global PS teams, BD, Operational teams and appropriate IQVIA counterpart to ensure consistent, quality, global delivery of all studies.
• Responsible for the effective delivery of the client portfolio of work with rapid escalation action as necessary, driving excellence in delivery across all studies within the portfolio and working independently with minimal supervision.
• Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on current status and progress with the client relationship.
• Participate in client meetings including bid defense, capabilities and audits as needed and demonstrate expertise and ability to influence decision making.
• Utilize expertise to regularly review with global Lab global project delivery to include lessons learned, best practices, standards, client specific requirements, budget management, KPI's, Master Service Agreement, customer surveys, and discuss progress, actions, next steps, and responsibilities.
• Lead Enterprise-wide Internal Governance meeting to build momentum and action for the client.
• Lead Client External Governance meetings with excellent preparation and delivery outcome.
• Represent the organization at key strategic meetings including but not limited to Sales meetings, IQVIA clinical delivery and strategy meetings.
• Establish Functional Therapeutic Expert Group Goals (FTEG Goals) agreed with sponsor and provide quarterly updates on success of delivery for each goal.
• Utilize expertise to regularly review with global Lab global project delivery to include lessons learned, best practices, standards, client specific requirements, budget management, KPI's, Master Service Agreement, customer surveys, and discuss progress, actions, next steps, and responsibilities.
• Lead Sponsor Internal Community resource team at the enterprise level through active regular forums providing account level updates.
• Establish and lead upskilling programs via Sponsor Centre of Excellence Training Academy.
• Ensure client standards are defined, published and version controlled.
• Deliver standards training internally and externally as needed and proactively manage the communication of changes to client standards and/or client requirements.
• Ensure best practice harmonization & implementation across client account for the benefit of the client.
• Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service delivery.
• Develop and oversee clear communication plans with project teams and client(s).
• Participate in technical reviews and proposal development as needed to ensure standards are captured.
• Facilitate both the preparation and delivery on client calls and meetings, dependent on need and communication plans.
• Drive specific client requests across the internal Global Lab organization and where appropriate implement best practices and process improvements for continuous development for all clients.
• Assist in the development and mentoring of new employees. Lead client process improvement and global initiatives as part of FTEG (Functional Therapeutic Expert Group Goals) agreement.
• Regularly review OCL global training plans and eSOP reading list for relevance and modify as needed.
• Manage the OCL assigned SOPs through the eSOP database platform.
• Act as backup to the Senior Director of PS/Client Relations and assist in the support of the wider OCL and the development of the Customer Governance teams.
• Work performed is in accordance with ICH E6 Guideline for Good Clinical Practice.

MINIMUM EDUCATION REQUIRED AND EXPERIENCE

• Bachelor's Degree Science or related field Preferred Or
• Other Equivalent combination of education, training and experience may be accepted in lieu of degree.
• 7+ years of clinical or research industry experience. Preferred
• 5+ years project management experience Preferred
• Equivalent combination of education, training, and experience.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of company operations and all project services job functions globally.
• Knowledge of "assigned" customer(s) expectations, requirements and needs.
• Solve complex problems by assuring cooperation from collaborating with multiple departments as needed.
• Excellent organizational, analytical, and problem-solving skills.
• Adaptability and flexibility in a fast-paced working environment.
• Ability to deliver high quality project management tasks globally with a sense of urgency and ability to drive activities to closure with minimal supervision.
• Ability to communicate clearly and regularly internally across departments and regions and as well as externally with global client teams.
• Ability to establish and maintain effective working relationships with coworkers, managers, and clients.

Q² Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. https://www.q2labsolutions.com/careers

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/q2-solutions-eoe

As the COVID-19 virus continues to evolve, Q² Solutions' ability to operate and provide certain services to customers and partners necessitates Q² Solutions and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/q2-solutions-covid-19-vaccine-status