North America Medical Information Head, Customer Operations (Home Based)

Job Overview
"Contribute, drive and lead on global initiatives e.g. Change management; Subject Matter Expert Committees; SOP Review Committees; Retention, Engagement, training, processes etc. Actively develop, lead and implement plans for measuring and improving employee engagement ensuring global consistency. Maintain open and regular communication with direct reports to ensure a supportive working environment. Initiate, lead, implement and support operational decisions for the MI business on collaboration with senior Lifecycle Safety management. Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization). Act as mentor and coach to less experienced service operations managers as appropriate."

Essential Functions
• Direct project resource assignments staff hiring; terminations; training in collaborations with senior management. Attendance and contribute at client and potential client meetings where appropriate. Provide support in delivering client-focused solutions in line with IQVIA business models. Responsible for the site’s project KPI’s being met and support the site in resolving any client related issues. Collaborate with other managers to address problem areas, departmental resources, work scheduling for current and projected projects, staffing needs, equipment needs, and projected peak workloads, ensuring global consistency. Monitor, assess and report utilization of staff. Identify and implement solutions for poor utilization of staff, ensuring global consistency. Ensure direct reports are cross trained on Lifecycle Safety service offerings as needed; monitor and develop training plans; identify training and development needs of staff in collaboration with Lifecycle Safety senior management. Direct, lead and encourage direct reports in continuous improvement of department work processes, procedures and infrastructure. Instruct and lead direct reports in efficient management of project budgets through effective timesheet reporting. Work closely with other managers. Monitor and ensure that operational processes and department deliverables meet expected quality financial, productivity and utilization standards and targets. Ensure timely movement of project work through the process steps, in accordance with governing SOPs, ICH/FDA regulations and guidelines, working instructions and client expectations. Ensure that staff have been trained on and are following required Standard Operating Procedures (SOPs), Good Clinical Practice (GCP), Good Pharmacovigilance Practice (GVP), FDA and ICH guidelines and regulations,. Working Instructions and project instructions as required. Maintain audit readiness for the site; assist Quality with hosting audits. Perform other duties as assigned.

Qualifications
• Bachelor's Degree Bachelor's degree or educational equivalent in Scientific or Healthcare discipline or other directly related field
• 4 years' clinical research experience in a Contract Research Organization or Pharmaceutical company combining 3 years' Safety experience (Medical Information, Pharmacovigilance, CEVA, SARA, Risk Management etc) and ideally 1-2 years’ experience in line management or people leadership, or an equivalent combination of education, training or experience..
• Excellent written and verbal skills in English. In-depth knowledge of Lifecycle Safety service lines and/or willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.. Excellent project management and communication skills. . Strong leadership, motivational and influencing skills.. Ability to work on multiple projects and manage competing priorities effectively.. Effective mentoring and developed coaching skills.. Excellent presentation, report writing skills and client focus.. Ability to achieve results through communication, facilitation in a matrix service delivery environment with shared accountabilities. . Strong judgment, independent thinking, decision-making and problem-solving skills.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.. Proven ability to achieve results autonomously through communication, facilitation in a matrix service delivery environment with shared accountabilities.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.. Proven, effective, staff management skills.. Excellent written and verbal skills in English. In-depth knowledge of Lifecycle Safety service lines and/or willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.. Excellent project management and communication skills. . Strong leadership, motivational and influencing skills.. Ability to work on multiple projects and manage competing priorities effectively.. Effective mentoring and developed coaching skills.. Excellent presentation, report writing skills and client focus.. Ability to achieve results through communication, facilitation in a matrix service delivery environment with shared accountabilities. . Strong judgment, independent thinking, decision-making and problem-solving skills.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.. Proven ability to achieve results autonomously through communication, facilitation in a matrix service delivery environment with shared accountabilities.. Ability to establish and maintain effective working relationships with coworkers, managers and clients.. Proven, effective, staff management skills.

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.