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Delivery Manager, PV

5 months ago

Barre, United States Covance Full time

Job Overview:

Skills, Knowledge & Experience

- 10+ years of experience in Pharmacovigilance

- Clinical Research, Pharmacovigilance

- Good understanding of regulatory requirements and ICH-GCP guidelines

- Technical proficiency with Microsoft Office suite of applications

- Good Pharmacovigilance or Allied Pharmacovigilance understanding (cosmetovigilance/ consumer portfolio/ monographs/ medical devices etc.)

- Hands on Experience of managing a Medical Information Call Centre or Equivalent Call Centre

- Experience of having lead a team of Medical Information Call Centre of decent size (at least 40 member team) over at least 3 years in Manila

- Experience of mentoring Team Lead level personnel for at least 3 years in Manila

Key Competencies

- Process setup and creation expertise

- Experience in managing offshore operations and delivery in multiple/remote locations

- Workflow Management, Metrics Tracking & Reporting

- Process Orientation - understand and design process documents

- Experience in managing operations and offshore delivery

- Experience in managing performance

- Experience in transitioning processes

- Strong people management and leadership skills

- Excellent verbal and written communication skills

- Focus on quality

- Attention to detail

- Knowledge of quality management frameworks such as Six Sigma

- Strong Client Management skills and ability to support account mining activities

Working with different clients

- Planning and prioritizing

- Proactive risk identification and management

- Ability to multitask and work across work streams

Strategic

- Implement and promote use of consistent, efficient and quality processes to meet timelines and deliverables according to requirements and standard operating procedures, and assume accountability for the deliverables

- Ensure compliance of operations with governing regulatory requirements

- Create, maintain and assume accountability for a culture of high customer service

- Ensure delivery of services meets or exceeds Service Level Agreements through focused metrics management of process performance

Operational

- Accountable for managing delivery of service for the assigned engagement(s) as per the defined process and SLA

- Responsible for realization of revenue targets associated with the project under the remit of this role

- Responsible for profitability and other key service delivery related metrics

- Hiring, training, managing and retaining delivery resources

- Implement process & productivity improvements as appropriate to improve operational efficiency

- Execute plans and processes for improving service delivery and client satisfaction.

- Work closely with SMEs and QA to improve and exceed quality standards, to identify process improvements and to ensure delivery resources have necessary training and skills per industry norms

- Ensure that engagement is executed within agreed upon productivity and utilization metrics

- Generate reports, MIS, updates on service delivery, employee engagement, process improvements, etc. for timely reporting and enable decision making.

- Provide guidance and support to the team of Associates and TLs for proactive solution to the business issues.

- Provide timely information to finance for billing and revenue projections

- Support responding to particular sections of RFPs as required.

- Implement transition plan for new process engagements to establish delivery of service by Labcorp team.

- Review of training files for respective team members

- Additionally perform project specific activities like training and training documentation related activities as per project requirements.

Driving operations delivery

Creating a motivated work place environment

Identify possible attrition and work towards decreasing attrition rates

Drive optimal delivery from work task force

Drive productivity from work task force

Education/Qualifications:

Graduate or Post Graduate in Life Sciences Field

Trained and experienced in Good Clinical Practice

Trained and experienced in Pharmacovigilance

Experience:

- 10+ years of experience in Pharmacovigilance

- Hands on Experience of managing a Medical Information Call Centre or Equivalent Call Centre

- Experience of having lead a team of Medical Information Call Centre of decent size (at least 40 member team) over at least 3 years in Manila

- Experience of mentoring Team Lead level personnel for at least 3 years in Manila