Manager, Client Services - Bloemfontein at IQVIA

Responsibilities

• Act as escalation point for assigned clients and studies.
• Act as a process specialist for the Client Services Leads.
• Prepare materials and KPI’s, facilitate and lead sponsor Governance Meetings.
• May or may not have direct reports to manage.
• Individually or through assigned team (if applicable)
• Act as the primary (escalation) point of contact for assigned sponsor(s) and Assocd studies
• Responsible for managing the project timeline and identify/pursue change orders and coordinating with the contracts management team
• Identify and execute process improvement initiatives when appropriate ·
• Prepare, arrange and execute regular client meetings and ensures all necessary materials are prepared with accuracy and completeness
• Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA’ service levels are achieved
• Coordinate with Site Solutions and Data Operations Mgrs to ensure proper resource assignment and service delivery quality
• Ensure Client Services Lead(s) workload is distributed evenly.
• Manage career development planning and performance for direct reports. ·
• Responsible for performance reviews of direct reports in compliance with HR established performance SOPs.
• Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts
• Ensure support to the clinical trial sites is provided at IQVIA’ levels of excellence through timely resolution of issues that are raised via email and/or phone contact
• Responsible for ensuring that payments do not exceed SOW timelines
• Responsible for ensuring change orders are executed and communicated to impacted personnel ·for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor
• Coordinate with the Site Solution and Data Operations team members to prepare sponsor funding;
• Ensure that all IQVIA processes and standards are followed, and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk
• Ensure work is SSAE 18 compliant
• Responsible for monitoring, assist in resolving and escalating operational and performance metric issues

Education ​

• Bachelor’s Degree  - Finance, Business Administration or equivalent experience

Work Experience Details

• Prior supervisory experience preferred
• Experience as a Site Solutions Lead and/or Client Service Lead or equivalent (internal candidates)
• Prior supervisory experience preferred
• Working knowledge of operations management business applications such as contract and financial management tools
• Experience with financial business applications preferred
• General knowledge of Clinical Trial Industry preferred