Manager, Site Solutions

Job Summary

The Manager, Site Solutions is responsible for providing management guidance to the Site Solutions Team. The Manager, Site Solutions functions as a subject matter expert for Site Solutions team members. This position is responsible for coordination with peers and subordinates for the overall resourcing of studies. Manages the internal payment processes, site relationships and oversees the payment services; ensuring Sponsor and site satisfaction is achieved and meets IQVIA service delivery standards. Manages the workload and productivity of assigned team. Responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with the IQVIA Clinical Trail Payments Senior Leadership Team.

Summary of Essential Job Functions

• Works in coordination with the IQVIA Clinical Trial Payments Leadership team to ensure the Site Solutions team is staffed to the appropriate level of capacity required to manage the workload for all Sponsors and studies.
• Participates and provides leadership during departmental Management meetings to review and discuss resource planning for the start-up, maintenance and closeout of Sponsor studies.
• Participates in the preparation, arrangement and execution of regular Governance meetings and ensures all necessary materials are prepared with accuracy and completeness.

• Collaborates with Operational Excellence team to mitigate audit findings and course correct any errors as necessary.
• Conducts site outreach in the form of capabilities webinars, surveys, or utilizing other tools as appropriate.
• Ensures that all contract records are established with accuracy and timeliness to support deliverables and site payments for the duration of signed Sponsor Statements of Work (SOWs).
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Maintains staff by recruiting, selecting, orienting, and training employees
• Responsible for performance reviews and establishing annual expectations for the team and provides coaching and development as needed.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results
• Ensures that tasks performed by the assigned teams are in compliance with all SSAE18 controls.
• Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes
• Identify and communicate opportunities for process improvement to their immediate supervisor.
• Acts as a point of escalation for any issues that may impact service delivery commitments.
• Responsible for implementing process standards across the Site Solutions team
• Other duties as assigned

Competencies:

• Strategic Focus - Acts to align own unit's goals with the strategic direction of the business. Ensures that people in the unit understand how their work relates to the business' mission. Keeps the big, long range picture in mind; builds a shared long-range organizational vision with others. Committed to course of action to achieve long-range goals and influences others to translate vision into action.
• Providing Motivational Support - Recognizes and rewards people for their achievements & contributions. Finds creative ways to make people's work rewarding. Signals own commitment to a process by being personally present and involved at key events. Identifies and promptly tackles morale problems.
• Fostering Teamwork — Enlists the active participation of everyone. Promotes cooperation with other work units. Ensures that all team members are treated fairly.
• Empowering Others - Gives people latitude to make decisions in their own sphere of work. Encourages individuals and groups to set their own goals, consistent with business goals.
• Forward Thinking - Anticipates possible problems and develops contingency plans in advance. Anticipates how individuals and groups will react to situations and information and plans accordingly.
• Managing Performance - Ensures that employees have clear goals and responsibilities. Supports employees in their efforts to achieve job goals (e.g., by providing resources, removing obstacles, acting as a buffer). Provides specific performance feedback, both positive and corrective, as soon as possible after an event.

Supervisory Responsibilities:

This position does have responsibility for managing people. Roles include:

• Site Solutions Analyst
• Site Solutions Senior Analyst
• Site Solutions Lead
• Senior Lead, Site Solutions

Minimum Experience Requirements

• 5 years relevant experience; 2 years of prior supervisory experience preferred
• 3 years’ experience as a Site Solutions Lead and/or Client Service Lead or equivalent - internal candidates
• Bachelor's Degree in Finance, Accounting, Business Administration/Management, Project Management or equivalent experience
• 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

Skill Requirements

• Ability to manage through others
• Ability to work well with all levels of the organization
• Superb coaching and mentoring skills
• Prioritizing important tasks and ensuring they get done first
• Strong analytical skills and attention to detail
• Must be customer focused and have excellent interpersonal, written and oral communication skills
• High energy, self-starter with the ability to work in a team environment as well as independently
• Able to think independently, and to analyze and solve problems creatively
• Strong time management and planning skills
• Detail oriented, analytical and the ability to meet aggressive deadlines
• Comfortable working in a global company environment
• Strong PC skills (i.e. Microsoft Office, Google, MS Project, SAP-Business One)

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.