Director, Client Services

Title: Director, Client Services

Location: Durham, North Carolina, United States of America

Job Description:

This role is based in the US and requires a hybrid work schedule going into the Wayne, PA or Durham, NC office.

Job Overview

The Director, Client Services directs a group of operations staff for a designated region to ensure projects are appropriately resourced and employees are trained and developed to meet project needs. Works with Clinical Trial Payments (CTP) executive leadership in formulating effective strategic goals and objectives and assures operational alignment with Sr management priorities. Works closely with and collaborates with other Directors of Client Services and Directors of Site Solutions to ensure that global processes, tools, and operating models are adhered to in all regions and by every team member. Serves as executive sponsor for strategic initiatives and works with other functional management to develop implementation plans. Supervises Associate Directors to ensure the client projects and strategic initiatives are delivered on time and within budget.

Responsibilities:

• Manage staff in accordance with organization’s policies and applicable regulations 
• Responsibilities include planning, assigning, and directing work · Support Sr Management with driving key initiatives, developing and implementing strategies to improve the IQVIA Clinical Trial Payments (CTP) organization 
• Works closely with and collaborates with other Directors of Client Services and Directors of Site Solutions to ensure that global processes, tools, and operating models are adhered to in all regions and by every team member.
• Provide CTP Sr Management with timely departmental updates including key metrics and KPIs; relationship updates with Sponsors; potential risks and mitigation plan associated with Sponsor or programs, and departmental updates 
• Appraise performance and guide professional development 
• Ability to reward and discipline employees, as well as address employee relations issues and resolve problems 
• Direct the hiring and selection process of new Client Services positions, by participating in the interviewing process 
• In conjunction with Assoc Dir, Client Services, ensure that staff has the proper materials, systems access and training to complete job responsibilities 
• Allocate resources to clinical trial projects by assigning staff to clinical studies that are appropriate based on their experience and training 
• Ensure that staff is meeting defined workload, quality and budget metrics through regular review and reporting of findings as outlined by Sr management 
• May collaborate with other regional and/or global clinical and client teams and other functional leadership to manage project related challenges and to achieve exemplary customer service 
• Participate in corporate or organizational quality or process improvement initiatives 
• May act as a client liaison in day-to-day relationship governance, escalations and other client-facing initiatives; 
• Other duties as assigned

Education and Experience Required:

• Typically requires a minimum of 7 - 10 years of prior relevant experience
• Requires broad management knowledge to lead teams, and well as the ability to influences others outside of own job area regarding policies, procedures, and goals
• Bachelor's Degree: Accounting, Finance, Project Management, Business Administration or a health-related field on of education, training and experience that provides the knowledge, skills and abilities to perform the job
• Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one department or multiple related departments
• Experience in managing staff within a large corporate or mid-size environment
• Pharmaceutical / CRO experience
• Ability to manage through metrics
• Ability to project manage
• Knowledge of Pharmaceutical/Clinical Trial Industry
• Project management and team leadership experience;
• Comfortable representing Clinical Trial Payments to internal / external stakeholders
• Advanced knowledge of applicable clinical research regulatory requirements (i.e., Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines)
• Knowledge of clinical research financial parameters and project financial tracking and accounting methods
• Knowledge of Clinical Trial Industry 
• Strong leadership skills. · Effective presentation skills
• Strong computer skills including proficiency in use of Microsoft Office, SharePoint, and VISIO 
• Strong written and verbal communication skills 
• Excellent organizational and problem-solving skills
• Ability to identify issues, develop process improvements and to execute mitigating actions 
• Effective time management skills and ability to manage competing priorities. 
• Ability to establish and maintain effective working relationships with coworkers, managers, and clients
• Ensure that all processes and standards are followed, and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk
• Ensure work is SSAE 18 compliant;
• Responsible for monitoring as well as assisting in escalating and resolving operational and performance concerns
• Occasional travel

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.

IQVIA is proud to be an equal opportunity employer. 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. https://jobs.iqvia.com/eoe

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.

The potential base pay range for this role, when annualized, is $106,000.00 - $295,300.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.