DOCS Operations Manager

At ICON, it's our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients' lives. Our 'Own It' culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development. That's our vision. We're driven by it. And we need talented people who share it. If you're as driven as we are, join us. You'll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you'll be helping shape an industry.

POSITION SUMMARY

Effectively manage Contract Placement Consultants (CPCs), ensuring high performance, quality delivery of client objectives and continuous development of DOCS CPCs.

JOB FUNCTIONS / RESPONSIBILITIES

The responsibilities of the Operations Manager include, but are not limited to:

CPC MANAGEMENT

• Complete DOCS induction and orientation for newly employed CPCs.
• Ensure client-specific induction and orientation is planned, communicated and completed.

• Establish goals and objectives for each CPC.
• Monitor performance and conduct annual appraisal for each CPC, as applicable.
• Conduct regular 1:1 meetings with assigned CPCs.
• Ensure timely submission and approval of time reports, expense reports and leave requests for assigned CPCs.
• Manage non-rechargeable expenses for assigned CPCs, per regional guidelines.
• Create a positive relationship between DOCS, the CPC and the client to ensure retention.
• Conduct accompanied site visits, if applicable / approved.
• Ensure timely identification, resolution and escalation of issues.
• Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
• Monitor and update relevant CPC data in OMNI.

CLIENT RELATIONSHIP MANAGEMENT

• Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
• Obtain regular client feedback to ensure CPCs are meeting performance expectations and PDPs are aligned with client goals.
• Agree Key Performance Indicators (KPIs) with client and periodically review results.
• Ensure compliance with time and expense reporting requirements of client contracts.
• Collaborate with client to forecast resource requirements.
• Ensure DOCS understands current client procedures and expectations.
• Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.

DOCS BUSINESS PROCESS MANAGEMENT

• Participate in Business Development activities, as appropriate.
• Contribute to process improvement initiatives, as requested.
• Up to 20% domestic and/or international travel, as needed.
• Other duties as assigned.

Benefits of Working in ICON: Our success depends on the quality of our people. That's why we've made it a priority to build a culture that rewards high performance and nurtures talent. We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals - both ours and yours. We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans - and related benefits such as life assurance - so you can save and plan with confidence for the years ahead. But beyond the competitive salaries and comprehensive benefits, you'll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change. ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

Senior Operations Managers will perform these job functions and responsibilities across complex and diverse CPC assignments and strategic client relationships.