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Clinical Operations Team Leader

2 months ago

West Point, Pennsylvania, United States Kelly Science, Engineering, Technology & Telecom Full time

SUMMARY

The Clinical Operations Team Leader is responsible for overseeing the delivery of centralized operational solutions for clients across the US and EMEA, reporting directly to the Director of Kelly's Functional Service Provider (FSP) program. This role is pivotal in providing support for clinical operations teams dedicated to a primary client in these regions.

The Team Leader fosters client relationships, manages operational activities, and plays a key role in the retention and support of workforce teams.

KEY RESPONSIBILITIES

Client Relationship Management

  • Engage regularly with clients and employees to monitor satisfaction levels regarding program performance and workforce efficiency.
  • Gather and relay client feedback through the appropriate channels to address service needs effectively.
  • Offer consultative support and innovative problem-solving strategies aimed at continuous improvement.
  • Adopt a comprehensive approach to all solutions provided to clients across various sites or regions.
  • Collaborate with all stakeholders within Kelly FSP to ensure scalable, efficient, and sustainable service delivery operations for the client.
  • Meet and surpass program objectives across all products and solutions.

Operational Oversight

  • Maintain consistent communication with Kelly Temporary Employees to ensure:
  • Client and candidate satisfaction
  • Understanding of program processes
  • Identification and addressing of training needs
  • Guidance on professional development opportunities
  • Execution of formal semi-annual and annual performance evaluations
  • Coordination of raises and bonuses with Program Managers/VP of Operations
  • Compliance with client requirements through contractor training
  • Training and mentoring of operations personnel supporting the client account
  • Supervision of operational activities to ensure alignment between internal and external partners
  • Development and maintenance of strong relationships with customers and the talent supply chain.
  • Facilitation of decision-making processes in collaboration with all stakeholders.
  • Participation in Governance reporting and QBR meetings, delivering presentations to a high standard as required.
  • Support business reviews and presentations to senior-level customer contacts as necessary.
  • Contribute to the creation and execution of strategic plans for the account.

QUALIFICATIONS

  • Bachelor's degree preferred with over 7 years of leadership and management experience.
  • Demonstrated experience in clinical development and drug development processes across various phases and therapeutic areas.
  • Recent experience in study management is highly desirable.
  • Proficient knowledge of project management tools and methodologies.
  • Strong grasp of FSP solutions.
  • Preferred background in staffing services or talent management in a leadership role.
  • Experience in developing strategic solutions, with a focus on technology and process orientation.
  • Entrepreneurial mindset with a solid understanding of operations and its connection to customer service.
  • Strong commitment to quality and ethical practices.
  • Detail-oriented, technologically adept, and capable of working independently in a flexible environment.
  • Exceptional oral and written communication skills.
  • Willingness to travel as required.