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 Site Solutions Manager 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.
Essential Functions:Provides day to day leadership to a team of Site Solutions Analysts and Senior Analysts.Identifies and communicates opportunities for process improvement to their immediate supervisor.Ensures 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 contact.Responsible for the oversight and accuracy of timely ticket resolution.Monitors team member productivity and ensures workload is distributed effectively.Ensures that team members are effectively trained and acts as the training buddy for all new hire Site Solutions Analysts.Regularly reviews deliverables metrics and collaborates with the Site Solutions Manager and Site Solutions Analysts to mitigate backlog and turnaround time delays.Meets regularly with Client Service Leads to understand Sponsor expectations, review new business, closing protocols, special projects, and areas of improvement.Certifies work is SSAE18 compliant where appropriate.Provides process coaching as needed.Conducts site outreach in the form of capabilities webinars, surveys, or utilizing other tools as appropriate.Acts as a point of escalation for any issues that may impact service delivery commitments.Responsible for implementing process standards across the Site Solutions Team.Other duties as assigned.Qualifications:Four 2 years of related work experience - Required.Prior Supervisory or Team Lead experience - Preferred.Experience as a Site Solutions (Senior) Analyst and/or Client Service Lead or equivalent (for Internal Candidates).Bachelor's Degree in Finance, Accounting, Business Administration/Management, Project Management or equivalent experience - Preferred.Experience with Customer Service, Operations/Metrics/Deliverables oversight - Preferred.Exceptional written and oral communication skills - Required.General knowledge of Clinical Trial Industry - Preferred.Excellent English command, both in written and oral communication - Required.Competencies:Building Trust - Interact with others in a way that gives them confidence in one's motives and representations and those of the organization.Coaching - 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.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.Skills Required:Ability to manage through others.Ability to work well with all levels of the organization.Superb coaching and mentoring skills.Prioritizing important tasks and ensuring they get done first.Strong analytical skills and attention to detail.High energy, self-starter with the ability to work in a team environment as well as independently.Able to think independently, and to analyze and solve problems creatively.Strong PC skills (i.e. Microsoft Office).Proven organizational skills.Superior interpersonal communication and presentation skills.Comfortable working in a global company environment.IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world.
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