Supervisor – Client Delivery – Central Labs Services – Clinical Research

Supervisor – Client Delivery – Central Labs Services – Clinical Research

Requirements

• 5+ years of experience in clinical research or similar industry
• 2+ years of people management experience
• Advanced customer service skills
• Excellent written, verbal, and interpersonal skills
• Strong planning, organizational, and problem-solving ability
• Proven record of driving continuous improvement
• Demonstrated high degree of initiative and ability to work collaboratively
• Demonstrated experience in team building, influencing, and conflict resolution
• Proven track record of successful project completion
• Strong change management skills

Responsibilities

• Supervise the day-to-day operations of the assigned customer or functional team members
• Ensure appropriate resource allocation to successfully implement and execute project plans
• Manage workload balance within assigned teams and participate in resource management across global teams
• Ensure consistent implementation, use, and review of SOPs
• Coordinate and monitor progress to ensure the achievement of team goals
• Implement, monitor, and report performance metrics and take corrective action when appropriate
• Effective and timely adherence to management communications, meetings and procedures
• Participate in departmental strategy execution
• Grow and develop your team including:
• Ensure the development of a competent workforce to meet growth plans within budget
• Establish and monitor performance objectives for assigned direct reports and take corrective action where appropriate
• Complete thorough, timely, and well-documented performance evaluations
• Responsible for the activities and outcomes of direct reports, taking corrective actions where appropriate
• Instill and manage a culture of continuous improvement, quality, and productivity
• Responsible for monitoring and tracking resolution of all customer complaints, issues, and concerns related to the team’s responsibilities
• Ensure issues are documented and leveraged to prevent repeated occurrence
• Leverage expertise by ensuring the breadth of experiences and liaison network are leveraged
• Ensure all services failures are identified, tracked, and resolved in a timely manner
• Ensure the team and department deliver on customer commitments in accordance with World Class Project Management and Service Excellence
• Ensure best practices are applied within the team regarding budget and risk management
• Ensure systems are updated to accurately reflect workload, timelines, etc.
• Lead client relationship activities; adapt depending on specific client needs
• Ensure management of team and/or customer milestones and proactive communication with customers
• Proactively consult with customers regarding the impact of their decisions
• Understand how each customer defines success and tailor processes and interpersonal approach to best meet customer needs
• Effectively collaborate with others and work across boundaries as necessary
• Assist leadership in managing and supervising the day-to-day operations of the team
• Work with the appropriate Business Development Directors to understand the culture and evolving needs of customers
• Work across CLS functions and Business Units to remove barriers and optimize client delivery consistently
• Other duties as assigned.

Preferred Qualifications

No preferred qualifications provided.