DOCS Operations Manager

This is an exciting opportunity to join ICON

DOCS Operations Manager

Seoul, Korea

This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. Through combined functional, operational and talent expertise, DOCS offer resourcing solutions and FSP models that significantly improve business performance. This person will effectively manage Contract Placement Consultants (CPCs) who are insourced to a client, ensuring high performance, quality delivery of client objectives and continuous development of DOCS CPCs.

Job Functions and Responsibilities:

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

* 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.

Qualifications, Experience & Skills:

* Bachelor's Degree or local equivalent, in life sciences, medicine or related discipline.

* Minimum of five (5) years of relevant industry experience.

* Experience in FSP or insourcing business model is a must.

* Previous experience in clinical project management or/and line management is preferred.

* Demonstrated ability to identify, analyze and solve problems.

* Excellent interpersonal, organizational and management skills.

* Excellent verbal and written communication skills in English and local language.

* Strong computer skills.

* Ability to operate in a multi-cultural environment.

Benefits of Working in ICON :

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.

ICON is an equal opportunity employer, including disability/veteran, and committed to providing a workplace free of discrimination and harassment.