Manager, Client Services

Job Role: Manager, Client Services Experience: 7+ Years Location: Bangalore Mode of work: Hybrid Job OverviewOverseas, supervises and manages the operational aspects of ongoing projects and programs ensuring quality deliverables on time and within budget. Will ensure that all project work is completed in accordance with SOPs, policies and practices. Manage staff in accordance with organization policies and applicable regulations.Essential FunctionsAct as the primary point of contact for the sponsor, manage the client relationship, oversee payment management projects and ensure sponsor satisfaction is achieved.Manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies.Responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with Assoc Dir, Client Services.Ensure that all IQVIA 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.May manage a team of Client Services Leads, function as a subject matter expert and point of escalation.Prepare, arrange and execute regular client meetings/ Governance meetings and ensure all necessary materials are prepared with accuracy and completeness.Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA’ service levels are achieved.Responsible for managing the project timeline and identify/pursue change orders and coordinating with the contracts management team.Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts.Identify and execute process improvement initiatives when appropriate, and act as a process specialist for Client Services Leads.Manage staff in accordance with organizational policies and applicable regulations.Participate in the selection and on boarding process for new staff by conducting candidate reviews and participating in the interviewing process.Participate in the allocation of resources to projects by ensuring assignments are appropriate to staff experience and training; organize staff including shift patterns and the number of staff required to meet demand.Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; addressing employee relations issues and resolving problems. Approve actions on human resources mattersAssist in ensuring consistent standardized processes are implemented and department deliverables meet or exceed expected productivity, delivery, quality and financial targets; identify quality risks and issues and create appropriate corrective plans to prevent/correct deficiencies in performance of staff.Manage feedback/escalation and mitigate risk operationally.Ensure support to the clinical trial sites is provided at IQVIA’ levels of excellence through timely resolution of issues that are raised via email and/or phone contact.Ensure work is SSAE 18 compliant.Other duties as assignedQualificationsBachelor's Degree Req7 years of related experience Req OrEquivalent combination of education, training and experience ReqExcellent communication and interpersonal skillsGood problem solving skillsDemonstrated ability to deliver results to the appropriate quality and timeline metricsStrong influencing and negotiation skillsGood team leadership skillsExcellent customer service skillsSound judgment and decision making skillsStrong software and computer skills, including MS Office applicationsAbility to establish and maintain effective working relationships with coworkers, managers and clients