Job Profile Summary The Site Solutions Lead manages the internal payment processes and site relationships and oversees service delivery, ensuring Sponsor and site satisfaction is achieved. The Site Solutions Lead works in collaboration with the Manager, Site Solutions stabilizing workload and proactively makes recommendations based on business need. This position is responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with the Client Service Leads and Shared Services. The Site Solutions Lead functions as a subject matter expert for the Site Solutions team.
Responsibilities Provides day to day leadership to a team of Site Solutions Analysts and Senior AnalystsIdentifies and communicates opportunities for process improvement to their immediate supervisorEnsures support to the clinical trial sites is provided at IQVIA's levels of excellence through timely resolution of issues that are raised through email and/or phone contactResponsible for the oversight and accuracy of timely ticket resolutionMonitors team member productivity and ensures workload is distributed effectivelyEnsures that team members are effectively trained and acts as the training buddy for all new hire Site Solutions AnalystsRegularly reviews deliverables metrics and collaborates with Manager, Site Solutions and Site Solutions Analysts to mitigate backlog and turnaround time delaysMeets regularly with Client Service Leads to understand Sponsor expectations, review new business, closing protocols, special projects, and areas of improvementCertifies work is SSAE18 compliant where appropriateProvides process coaching as neededConducts site outreach in the form of capabilities webinars, surveys, or utilizing other tools as appropriateActs as a point of escalation for any issues that may impact service delivery commitmentsResponsible for implementing process standards across the Site Solutions TeamOther duties as assignedMinimum Education and Experience Required Requires intermediate level knowledge of principles, theories, and concepts of a job area, typically obtained through advanced education combined with experience.Business Administration/Management & Leadership, Project Management, or a health-related field preferred, or equivalent combination of education, training and experience that provides the knowledge, skills and abilities to perform the jobPrior supervisory or team lead experience preferredExperience as a Site Solutions (Senior) Analyst and/or Client Service Lead or equivalent – Internal CandidatesBachelor's Degree in Finance, Accounting, Business Administration/Management, Project Management or equivalent experience preferredExperience with Customer Service, Operations/Metrics/Deliverables oversight preferredExceptional written and oral communication skills requiredGeneral knowledge of Clinical Trial Industry preferredOther Skills and Competencies Building Trust - Interact with others in a way that gives them confidence in one's motives and representations and those of the organization. Is seen as direct and truthful; keeps confidences, promises and commitmentsCoaching - Providing timely guidance and feedback to help others strengthen knowledge/skills areas needed to accomplish a task or solve a problem.Monitoring Performance - Supports employees in their efforts to achieve job goals (e.g., by providing resources, removing obstacles, acting as a buffer). Provides specific performance feedback, both positive and corrective, as soon as possible after an event.Collaboration - Builds constructive working relationships with clients/customers, other work units, and others to meet mutual goals and objectives.Team Leadership - Communicates a vision and inspires motivation; engages with others in team process to solve problems; works to find a win/win resolution of differences; is aware of how management style impacts staff productivity and development; modifies leadership style to meet situational requirements; helps team stay focused on major goals while managing within a context of multiple directives.Skills Required Ability to manage through othersAbility to work well with all levels of the organizationSuperb coaching and mentoring skillsPrioritizing important tasks and ensuring they get done firstStrong analytical skills and attention to detailHigh energy, self-starter with the ability to work in a team environment as well as independentlyAble to think independently, and to analyze and solve problems creativelyStrong PC skills (i.e. Microsoft Office)Proven organizational skillsSuperior interpersonal communication and presentation skillsComfortable working in a global company environment.
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