Sr Dir ITC Client Mgmt (Remote USA)

<h2>Job Overview:</h2><ul><li style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Identify and secure new business and new clients. Assist in growing new market niches and creating new services and line extensions. Work with Sales and Marketing, Consulting, and other key stakeholders to define new projects and programs, and market CMA services to existing and potential clients. Write and review major proposals to ensure that they effectively present the business’s capabilities, including technology and operational expertise.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Establish, maintain and build strong business relationships with clients. Assess client needs and challenges and provide strategic guidance. Coordinate with Directors assigned to programs to develop account plans, prepare SWOT analyses, and put in place action plans to retain and grow existing client work. Recommend CMA engagements and partner with internal stakeholders to implement solutions that meet clients’ overall strategic objectives.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Manage programs for profitability. Review internal revenue forecasts and work with key stakeholders to ensure program needs are met. Ensure Directors are leading teams to identifying and implement process improvements to resolve budget issues, maintain appropriate contribution margins (CMs) and drive efficiency. Ensure that findings and recommendations meet client requirements. Ensure that programs are meeting established customer service and quality standards.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Oversee the work of Directors and other staff to prepare client deliverables, develop and implement project plans, staffing plans, and budgets. Ensure that recommendations meet client requirements, client metrics, expected operating margin, and revenue goals. Review and approve major client deliverables.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 10pt; margin-top: 0in; margin-bottom: 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;"> Direct PSS staff to ensure effective program operation and service delivery. In coordination with Finance, assess PSS as a whole for profitability to ensure that financial and operational targets are met and that evolving client needs are identified and addressed.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Serve as a coach for Directors to improve skills related to people management, operational strategy and issue resolution. Enhance employee morale, promote positive employee relations and create an encouraging culture within the business.   As appropriate, serve as a mentor to other management and junior PSS staff.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Collaborate with the PSS Vice President (VP) to set performance objectives for the group. </span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Evaluate staff performance by providing regular and timely feedback and assistance to staff.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Drive growth with a keen understanding of the industry, market, our clients and relevant technology solutions and leverages that experience to grow a portfolio of innovative and profitable businesses.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Continue to develop market access knowledge. Stay abreast of industry and technology trends. Attend industry conferences. Understand legal regulations that impact the business and funnel competitive intelligence to the Growth Strategy Group, as appropriate.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Helps to define and implement CMA’s PSS strategy; translates this into key initiatives and priorities, particularly as it relates to integrating with other business units</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">In collaboration with PSS VP, drive the overall PSS strategic planning process. Understand the delivery needs of the group. Initiate and communicate standards and expectations required to meet business needs.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Set and maintain a standard of personal behavior and business ethics that brings credit to the business. Share client perspective with key internal stakeholders to inform and align strategy with client expectations. Ensure PSS staff delivers solutions that maintain or improve customer service, technical expertise, quality of work and efficiency across programs. Maintain internal visibility across CMA departments.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Contribute to company growth and success by delivering high quality services to clients that lead to increased market share and business opportunities.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Engage with appropriate staff to ensure adherence to industry regulatory and privacy requirements. Support the development, review, dissemination, and compliance with Standard Operating Procedures (SOPs). Participate in process and quality improvement initiatives, such as Six Sigma.</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">Other duties as assigned.</span></li></ul><h2>Education/Qualifications:</h2><p style="margin: 0in 0in 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">The Senior Director typically holds a graduate degree in business administration, public health management, health economics, health services research, or other relevant discipline from an outstanding program at a distinguished university. The Senior Director will have knowledge of market access, the biopharmaceutical industry, contact center operations, CMA business lines, and project management, including managing staff, budgets, timelines, scope of work, and deliverable development.</span></p><h2>Experience:</h2><p style="margin: 0in 0in 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">The Senior Director has extensive experience at Covance, or in a very similar environment, driving growth and innovation and overseeing client accounts and staff. Typically has 10 or more years of relevant experience in healthcare reimbursement, healthcare contact centers, field reimbursement, clinical, healthcare program management, or a field closely related to PSS services and meets the professional criteria required by the position.</span></p><p style="margin: 0in 0in 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;"> </span></p><p style="margin: 0in 0in 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">The Senior Director should have:</span></p><p style="margin: 0in 0in 0pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;"> </span></p><ul><li style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">exceptional oral communication, writing, and presentation skills</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">exceptional management and leadership skills</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">exceptional time management skills and excellent ability to prioritize</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong coaching and mentoring skills</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">the ability to motivate and lead people</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">excellent interpersonal and management skills including negotiation skills and the ability to work independently as well as provide leadership in a team-based environment</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">excellent judgement in managing client, project, or personnel issues</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong ability to direct programs with the needs of our clients’ strategies in mind</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">excellent analytical and problem solving skills, solution oriented</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong ability to work effectively through influence and collaboration</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong ability to manage multiple programs, projects, tasks and staff members</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong ability to adapt to and work with ambiguity</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">very strong ability to see the big picture and focus efforts around it</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">expert knowledge of business protocols, financials and acumen</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">keen understanding of industry-related technology and innovative solutions to drive contact center, field, and nursing services forward</span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">deep knowledge of the PSS databases, analytics and reporting </span></li><li style="color: #000000; font-family: 'Times New Roman',serif; font-size: 11pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 12pt;">an advanced level of computer skills and the ability to navigate between programs and web sites.</span></li></ul>