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Senior Client Operations Manager
IQVIA Holdings Inc.
Various Locations
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. With a relentless focus on quality and innovation, Q2 Solutions uses its global experience and scientific expertise to transform science and data into actionable medical insights that help customers improve human health. A joint venture of IQVIA (formerly QuintilesIMS) and Quest Diagnostics, Q2 Solutions combines the best of each parent organization’s clinical trials laboratory services capabilities to fulfill its mission of treating each sample as if a life depends on it.
Job Overview
Manage and enhance the client relationship(s), maintaining an overview of project delivery across all projects for their client(s) from an operational & financial perspective, throughout the lifecycle of each project. Communicate with Project teams, Senior Project Managers or Team/Program Leads and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices and driving client specific performance improvement projects. Work with client to develop appropriate Governance structure and cadence to present the status of the portfolio health of the account.
Manage and enhance the client relationship(s), maintaining an overview of project delivery across all projects for their client(s) from an operational & financial perspective, throughout the lifecycle of each project. Communicate with Project teams, Senior Project Managers or Team/Program Leads and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices and driving client specific performance improvement projects. Work with client to develop appropriate Governance structure and cadence to present the status of the portfolio health of the account.
Essential Functions
• Establish a close working relationship with the Q2 Solutions global project team, Business Development, Operational teams and appropriate CRO counterpart to ensure consistent, quality, global delivery of all studies. Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on the current status and progress with portfolio health of the client relationship. Participate in client meetings including bid defense, capabilities and audits as needed. Regularly review with internal team members for QLAB global project team and Business Development 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. Ensure client standards are defined, communicated, trained, and proactively manage and communicate changes to client standards and/or client requirements. Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service commitment to 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 QLAB Q2 Solutions organization and where appropriate to implement best practices and process improvements across all clients. Work performed is in accordance with ICH E6 Guideline for Good Clinical Practice.
• Establish a close working relationship with the Q2 Solutions global project team, Business Development, Operational teams and appropriate CRO counterpart to ensure consistent, quality, global delivery of all studies. Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on the current status and progress with portfolio health of the client relationship. Participate in client meetings including bid defense, capabilities and audits as needed. Regularly review with internal team members for QLAB global project team and Business Development 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. Ensure client standards are defined, communicated, trained, and proactively manage and communicate changes to client standards and/or client requirements. Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service commitment to 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 QLAB Q2 Solutions organization and where appropriate to implement best practices and process improvements across all clients. Work performed is in accordance with ICH E6 Guideline for Good Clinical Practice.
Qualifications
• Bachelor's Degree Science related field Req
• Medical Technology; Biologly, Chemistry or other labroatory-related Bachelor's degree
• 7 years of clinical or research industry experience, including 5 years project management experience. Equivalent combination of education, training and experience.
• 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. Knowledge of operations and all project services job functions globally.. Knowledge of “assigned” customer(s) expectations, requirements and needs.. Solve complex problems by assuring cooperation from multiple departments.. Excellent organizational, analytical and problem solving skills.. Adaptability and flexibility in a fast-paced working environment.. Ability to deliver high quality project management globally with a sense of urgency and ability to drive activities to closure.. Ability to communicate clearly and regularly internally across departments and regions and externally with global clients.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.
• Bachelor's Degree Science related field Req
• Medical Technology; Biologly, Chemistry or other labroatory-related Bachelor's degree
• 7 years of clinical or research industry experience, including 5 years project management experience. Equivalent combination of education, training and experience.
• 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. Knowledge of operations and all project services job functions globally.. Knowledge of “assigned” customer(s) expectations, requirements and needs.. Solve complex problems by assuring cooperation from multiple departments.. Excellent organizational, analytical and problem solving skills.. Adaptability and flexibility in a fast-paced working environment.. Ability to deliver high quality project management globally with a sense of urgency and ability to drive activities to closure.. Ability to communicate clearly and regularly internally across departments and regions and externally with global clients.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.
Job posted: 2021-01-15
