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Clinical Operations Line Manager

2 months ago

gwynedd, United States Kelly Science, Engineering, Technology & Telecom Full time

SUMMARY

The Clinical Operations Line Manager reports to Director of Kelly’s Functional Service Provider (FSP) program providing centrally managed solutions to clients across the US and EMEA. The Clinical Operations Line Manager is intended to provide operational, client relationship and resource management support for Clinical operations teams servicing one of our main clients based in the US and EMEA.


The Clinical Operations Line Manager maintains customer relationships, oversees operation activities, and contributes to the overall support and retainment of workforce teams.


RESPONSIBILITIES

Customer relationships

  • Maintain regular contact with clients/employees to ensure satisfaction surrounding existing program performance and workforce output.
  • Collect and disseminate client feedback through appropriate Kelly FSP leadership channels to service client needs
  • Provide customer consultation and problem-solving recommendations with a focus on innovation and continuous improvement
  • Bring a holistic approach to all the solutions deployed to the customer at any given site or geography in your area of responsibility.
  • Collaborate with all Kelly FSP stakeholders to deliver a scalable, efficient, and sustainable service delivery operations platform for this client.
  • Achieve and exceed program goals across each product/solution.

Operations management

  • Maintain regular contact with Kelly Temporary Employees to ensure the following:
  • Ensure client and candidate satisfaction
  • Program processes are understood
  • Training needs are recognized and addressed
  • Professional development plans/opportunities are defined and guided
  • Conduct formalized semi-annual and annual performance evaluations
  • Confer with appropriate Program Managers/VP of Operations to coordinate raises and bonuses
  • Ensure industrial compliance of client needs through contractor training
  • Train and Mentor Operations Personnel supporting the client account
  • Oversee operations activities and ensure program alignment between internal and external partners
  • Develop and maintain high-level relationships with customers & talent supply chain.
  • Decision Tree Consultation & Collaboration with all internal and external stakeholders.
  • Participate in and support Governance reporting and QBR meetings through direct presentation or other media as requested and to a high standard.
  • Deliver and support business reviews and presentations to senior-level customer contacts as needed.
  • Ability to contribute to creation and execution of the strategic plan for the account.

QUALIFICATIONS

  • Bachelor's degree preferred with 7+ years of leadership & management experience
  • Proven experience in clinical development/drug development process in various phases of development and therapy areas.
  • Recent study management experience highly preferred
  • Proven knowledge of project management tools and processes
  • Strong understanding of FSP solutions
  • Staffing services or talent management background in a leadership capacity preferred.
  • Experience with management/development of strategic solutions, technology savvy and process orientation needed.
  • Entrepreneurial spirit and drive coupled with a strong understanding of operations and how it ties into customer service is critical.
  • Strong goal orientation with a strong commitment to quality and ethical behavior
  • Must be detail oriented, technologically savvy, highly independent, and capable of working in a flexible environment
  • Excellent oral and written communication skills
  • Willingness to travel up to 25% between local sites if needed