Supervisor for Access Delivery, External Applications

Position Summary

The External Applications Team manages the overall process of issue and access management for our customers (Sponsor /CRO/Investigator/internal user). The Supervisor for Access Delivery is accountable for managing a global team of Access Delivery specialists. They are responsible for the day-to-day supervision of the team members to ensure successful delivery of user acess delivery and outstanding customer satisfaction. This role will require cross-training to ensure an overall knowledge-base in order to perform the necessary tasks. This position must be in compliance with Labcorp strategy and deliver outstanding performance.

Key Roles & Responsibilities

• Encourages and promotes a culture of support
• Supervises team workload and ensures coverage
• Supports management administrative tasks
• Supports achievement of team objectives
• Compiles reportable metrics to leadership
• Validates the team/department level SOP/WI
• Point of contact for team quality events
• Supports redacting global internal communications as needed

Minimum 4 Years of Experience Required

• Well-polished, inclusive and engaging communication and presentation skills (written and verbal)
• Knowledge of drug development and clinical trial processes
• Experience with system and process requirements in a regulated environment
• Strong organizational, planning, problem solving, and critical-thinking skills
• Ability to handle multiple tasks in a timely and professional manner under demanding conditions

Preferred 5 Years of Experience Required

• Applications Support knowledge
• Project Management knowledge
• Customer Service experience
• Local language/s in addition to English language

Special Requirements

Experience and expertise in Microsoft Office tools, notable Outlook, Excel, Teams, PowerPoint, Edge and OneNote

Problem Solving

• Work with manager to ensure appropriate resource allocation to successfully implement and execute project plans to achieve agreed upon service levels.
• Manage the workload balance within their team and participate in resource management across global team.
• Ensure the seamless integration of new processes within the team.
• Ensure the consistent implementation, use, and review of SOPs.
• Coordinate and monitor progress to ensure achievement of team goals.
• Monitor and report performance metrics and take corrective action when appropriate.
• Ensure best practices are applied within the team with regards to all communication (compliance with SOPs, WIs, policies, regulatory guidelines).
• Ensure processes and tools (e.g., monthly workload tracking, rotation schedules, SOPs, WIs, Job Aids) are updated to accurately reflect workload, timelines, etc.
• Ensure management is informed of all high severity incidents and the team in notified timely.
• Proactively consult with management to ensure consistent messaging across the team.

Decision Making

• Assist Manager to ensure the development of a competent workforce to meet growth plans within budget.
• Establish and monitor performance objectives for team members and take corrective action where appropriate.
• Complete thorough, timely and well-documented performance evaluations and, where applicable, interim progress review for team members.
• Accountable for the activities and outcomes of team members, taking corrective actions where appropriate.

Personal Interactions and interpersonal skills

Work will be conducted by email, phone, or virtual meetings to:

• Assist the Manager in managing and supervising the day-to-day operations of the global External Applications team.
• Works across functions and Labcorp Business Units to remove barriers and optimize user support consistent with a perspective of One Labcorp.
• Direct and/or matrix supervision (virtual and on site) of vendor relationships and various support roles within the organization.
• Drive communication and change management plans, including progress updates to ensure management awareness.
• Monitor and track resolution of all user complaints, issues and concerns related to the support of all externally facing electronic reporting tools. Manage and ensure the resolution of such instances in collaboration with the Team Manager.
• Ensure issues are documented and leveraged to prevent repeat occurrence.

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply. If you are an individual with a disability who needs assistance using our online tools to search and apply for jobs, or needs an accommodation, please visit our accessibility siteor contact us at Labcorp Accessibility.

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