Omnichannel Delivery Effectiveness Lead

Omnichannel Delivery Effectiveness Lead

This role is critical for the overall OM organization and the OM PASS team to operate efficiently and improve working relationships with our internal partners that we rely upon for product and client delivery and support. The Operational Effectiveness Lead will be part of the OM PASS team and be accountable to the overall OM Team Leads. This role will own the creation, implementation, change management, and ongoing improvement of governance, stakeholder mapping, monitoring and improvement initiatives for all intra- and inter-OM team interactions to establish transparent, successful collaboration with internal and external stakeholders. Success in this role requires the ability to identify, organize, and establish effective management of collaborative initiatives from project identification and initiation, tracking, reporting, and influencing appropriate execution of tasks directly impacting OM and client success.

Responsibilities include:

• Create, roll out and manage a governance process for all OM requests to BDF, AA or other Global partner teams assisting multiple OM sub-teams. Governance process to provide visibility to all OM teams as to their request priorities and project timelines so that they can use the information to manage their respective project plans. As BDF and AA requests are often interdependent, and it is critical to note where there are dependencies between teams, help requesting teams to understand dependencies and ensure governance process facilitates communicating those dependencies
• Lead process definition and pull through for intra-Omnichannel client Engagement Model with focus on Implementation through ongoing delivery. Expand current process flow and RACI to encompass multiple service lines including OM teams and partners to enable coordinated project, product, and process implementations from design through acceptance and post implementation measurement
• Define common operational metrics for service delivery in partnership with the functional PASS, other OM Teams, and partner leads. Develop and maintain dashboards for reporting on service delivery efficiency. Identify areas for improvement and lead corrective and preventative action efforts as needed. Responsible for managing and reporting metrics and associated initiatives to OM Leadership
• Manage other cross-PASS and cross-OM improvement projects, determining definition of ‘done’ and working across impacted team leads to accomplish goals.

Qualifications:

• 5+ years in project management, including leading and interfacing with diverse business and development teams
• 5+ years in business process design, implementation, and management, with experience in Six Sigma, Lean or similar methodologies
• 3+ years relevant experience in life sciences marketing services or technology
• Expertise in workshop facilitation. Bachelor’s degree in statistics, computer science, MIS or equivalent work or military experience
• Proven experience in presentation creation and delivery to executive audiences

As well as:

• Strong organizational and prioritization skills to effectively direct process improvement occurring across multiple internal and partner teams
• Demonstrated ability to understand existing processes ‘as-is’, find similarities and areas for optimization across teams and processes, create action plans and lead the pull through
• Excellent business analysis / redesign skills
• Strong attention to detail, particularly in the capturing of information, with a corresponding focus on the packaging and summarization of relevant information back to multiple levels of leadership
• Excellent spoken and written presentation skills with attention to detail in information formatting, presentation, and grammar
• Willingness to travel occasionally for presentations and workshops (pursuant to relevant health guidance)
• An ability to understand technical concepts and articulate them in excellent English
• Demonstrated commitment to achieving strategic, operational and project goals
• A genuine, contagious can-do attitude

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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

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.