Associate Director, Client Services - Clinical Trial Payments

Overview

IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise.

We are currently seeking an Associate Director of Client Services to join our Global Investigator Payments Delivery team (GIPD). This team supports our Clinical Trial Payments team in streamlining financial processes for our clients' projects. The Client Services team focused on overseeing the delivery of CTP solutions on client projects in a global environment, serving as a key point of contact for our clients and overseeing the activity of our internal service delivery team. Ultimately, our Client Services team is responsible for ensuring that our services are delivered accurately, on time, and pursuant to our statement of work.

The Associate Director, oversees a team of Client Services Managers and Leads to support clients with clinical trial payments, ensuring projects are appropriately resourced, employees are properly trained, and project objectives are met. The selected candidate will work with leadership in formulating effective strategic goals and objectives for assigned clients, and will serve as an expert resource for internal and external stakeholders alike.

Primary Responsibilities

• Manage staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work.
• Support leadership with driving key initiatives, developing and implementing strategies to improve the IQVIA Clinical Trial Payments organization
• Provide leadership with timely departmental updates including: key metrics and KPIs; relationship updates with Sponsors; potential risks and mitigation plan Assocd 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 Mgr/Sr. Mgr, Client Services, ensure that staff has the proper materials, systems access and training to complete job responsibilities, provide oversight for the execution of the training plan, SOP review and training experiences, as applicable.
• Allocate resources to clinical trial projects by assigning staff to clinical studies that are appropriate based on their experience and training.
• May participate in coordinated resourcing process. Manage the quality of assigned staff's work through regular review and evaluation of work product. This review may include review of written materials, soliciting internal and external customer feedback, and review of project assignment completion.
• Identify quality risks and issues and create appropriate corrective action plans.
• 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.
• May act in a Mgr capacity for enterprise-level client relationships.

Qualifications

• Bachelor's Degree and/or equivalent combination of education and experience is required.
• This role requires 5+ years of relevant project, client, and people management experience.
• People and project leadership experience with the ability to manage through metrics is required.
• Experience in managing staff within a large corporate or mid-size environment is highly preferred.
• Experience in the Clinical Research industry is highly preferred.
• Additional experience in the pharmaceutical, life sciences, and/or healthcare industry is preferred, but not required.
• Experience with financial business applications preferred
• Must be customer focused and have excellent 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 
• Strong time management and planning skills
• Detail oriented, analytical and able to meet competing aggressive deadlines 
• Comfortable working in a global company environment 
• Strong PC skills (i.e. Microsoft Office, VISIO, SAP-Business One, SharePoint & Spotfire) 
• Occasional travel may be required in this role.

Please Note: In order to be eligible for this remote role, you must reside within the country in which the position is posted.

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 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

The potential base pay range for this role, when annualized, is $79,600.00 - $221,900.00. 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.