Roles:
•Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service Level Agreement (SLA) document.
•Monitors the team performance thru daily huddles and updated Dashboard reports.
•Responsible for day to day operations.
•Provides insight and puts into action the plans developing, implementing and documenting additional operational or process control measures to further improve team efficiency and productivity.
•Manages the delivery timelines with the team and clients.
•Leads in project training activities, assessments and similar performance reviews to new hires during training phase in coordination with the SME.
•Liaise with Local counterparts for refresher courses, trainings, calibration and process updates.
•Conduct coaching sessions for performance improvement and behavior correction.
•Attends Production Governance meetings with stakeholders.
•Promotes team morale by conducting work life balance activities in the team.
•Creates, implements and follows through Succession Planning and KTP in the team.
•Project documentation
•Acts as front line manager for issue escalation.
Job Responsibilities:
•Maintains and ensures daily production output of team is updated in the Dashboard.
•Works together with SME in creating training plan for newly on boarded team members and conducts weekly to monthly refresher courses.
•Understands thoroughly the different methodologies utilized, databases, processes, and procedures to be able to clearly and effectively communicate to Clients the steps to be taken or have been taken to resolve concerns.
•Proactively analyzes the process and provides recommendations on how to further improve and/or correct the current process.
•Provides coaching and similar corrective actions to team members to align team with the team’s KPI goals and company policies.
•Responsible for complying with all information security policies and processes
•Retrieve data and manage allocations for team members
•Ensures all admin works are delivered and complied with.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.