Operations Manager

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.

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

EDUCATION, EXPERIENCE, SKILLS AND KNOWLEDGE REQUIREMENTS

To perform this job successfully, an individual must be able to perform each job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

QUALIFICATIONS

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

EXPERIENCE & SKILLS

Minimum of five (5) years of relevant industry experience

Minimum of three (3) years of line management experience for Operations

Manager position

Greater than three (3) years of management experience for Senior Operations

Manager position

Ability to liaise successfully with clients, CPCs and other departments.

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.

Due to the nature of the position, the employee may be required to travel. Therefore, dependent on the employee’s location, a valid driver’s license will be required.

This position will be office-based or home-based depending on the regional structure.

*LI-AP1