DOCS Operations Manager

DOCS Operations Manager

Kuala Lampur, Malaysia

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.

DOCS homepage: https://www.docsglobal.com/

ICON Functional Services Provision (IFS): https://www.iconplc.com/services/functional-services-provision/

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.

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 5 years of relevant industry experience as Sr. CRA, Lead CRA, Project Lead or CRA Manager
• Previous experience in clinical project management or/and line management is preferred but not mandatory.
• Demonstrated ability to identify, analyze and solve problems.
• Excellent interpersonal, organizational and management skills.
• Excellent verbal and written communication skills in English and Mandarin.
• Strong computer skills.
• Ability to operate in a multi-cultural environment.

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