Assoc. Director, Site Solutions

Job Summary:

The Associate Director, Site Solutions is responsible for the strategic and operational direction of the Site Solutions team, responsible for payment services to Investigational Sites located within the North America region, as well as directing and managing the day-to-day work associated with operational delivery for IQVIA Clinical Trial Payment division to Client companies and Contract Research Organizations (CROs).

Summary of Essential Job Functions:

• Responsible for regular and timely status reporting to Senior Management on the department’s operations, metrics and KPIs, including escalation of issues that are high risk or potentially high risk for the company and/or customers.
• Responsible for ensuring the department runs as smoothly and as efficiently as possible including the management of third-party partners and resources that are integral to departmental operations.
• Promote the mission of IQVIA Clinical Trial Payments with a primary guiding principle of accurate and timely payments, and builds and maintains a culture that combines the highest standard of integrity with excellence to all those IQVIA Clinical Trial Payments serves
• Works in coordination with the Manager, Site Solutions to ensure the Site Solutions team is staffed to the appropriate level of capacity required to manage the workload for all Sponsors and studies.
• Assists the Director, Site Solutions in the strategic planning, administration, and operation of all clinical trial payments activities conducted by Site Solutions within the IQVIA Clinical Trial Payments organization.
• Establishes, cultivates and maintains strong long-term relationships with Client Services and their Sponsors; identifying, developing, and implementing process improvement and outreach plans, presentations and strategies designed to grow the partnerships between the client and IQVIA Clinical Trial Payments.
• Participates and provides leadership during Payments Management meetings to review and discuss resource planning for the start-up, maintenance and closeout of sponsor studies.
• Strategically monitors the workload volume and ensures that task assignments are balanced across the team to meet key deadlines and sponsor expectations.
• Ensures that all Site Solutions work is executed with accuracy and timeliness to support accurate site payments for the duration of signed Sponsor Statements of Work (SOWs).
• Ensures team members are meeting established quality and performance standards as well as recommends additional performance standards
• 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 team are in compliance with all SSAE18 controls.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes
• Acts as a point of escalation for any issues that may impact service delivery commitments
• Responsible for implementing process standards across the team
• Ensures the team if following company policies and procedures
• Other duties as assigned

Competencies:

• Integrity and Respect – Demonstrated respect of people, maintains a respectful, diverse, and inclusive work environment where decisions and transactions are transparent and objective, holds people accountable for their actions.
• Strategic Thinking – Offers advice and creates plans based on analysis of issues and trends and how these link to the responsibilities, capabilities, and potential of their organization.Anticipates emerging crises and opportunities.
• Staff Development – Works to improve performance of oneself and others by pursuing opportunities for development, constructively helps and coaches’ others in their professional development, inspires associates to excel and develops a team spirit
• Quality Control – Establishes high standards and measures, is able to maintain high standards despite pressing deadlines, does work right the first time, tests new methodologies thoroughly, considers excellence a fundamental priority
• Innovation – Able to challenge conventional practices, adapts established methods for new uses, pursues ongoing system and process improvement, creates novel solutions to problems.

Supervisory Responsibilities:

This position does have responsibility for managing people. Roles listed below:

• Manager, Site Solutions

• Senior Manager, Site Solutions

Minimum Experience Requirements:

• 7+ years’ experience in the healthcare or pharmaceutical industry preferred including; project and operational deliverables and metrics management
• At least 3 years’ experience as a Manager, Site Solutions and/or Manager, Client Services or equivalent - internal candidates
• Bachelor's Degree in Business Administration/Management, Project Management, or a health-related field preferred, or equivalent combination of education, training and experience that provides the knowledge, skills and abilities to perform the job
• 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
• Exceptional leadership skills
• 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
• Ability to make difficult decisions under pressure and sometimes without all the information desired
• 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 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.