Team Lead, COA Licensing Services

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

Remote working or Office based

Team Lead COA licensing services, Patient Centered Sciences Mapi Research Trust (MRT)

Mapi Research Trust (in collaboration with ICON) have an opportunity for a Team Lead in Europe to join our COA licensing services team. In this role you will be responsible for supervising a client-facing team. The role also includes close cross-collaboration with our internal teams of scientific experts, authors’ collaboration, eCOA and ICON’s Language Services.
 

The Team Lead will:

• Conduct initial needs assessment based on client-provided information, identify and assign necessary resources.
• Ensure your team meets clients' satisfaction, offering appropriate solutions and deliverables (budgeting, proposal writing, client relationship management, timelines).
• Support for assigned team management of the operational aspects of COA licensing activities from study initiation through to closeout including partnering with other stakeholders, facilitating legal reviews/approvals and ultimately ensuring quality deliverables are on time
• Have the ability to implement strong and efficient processes to deliver within responsive timelines and review performance metrics for your team.
• You will also be a point of contact for clients’ escalations.
• Have exceptional management skills, communication and customer service skills.
• Applicants must also be able to demonstrate leadership, passion, great attention to detail and be comfortable managing a variety of tasks at one time.
• Develops and mentors staff through training and coaching opportunities and by creating process guides, best practice documents and other materials.
• Monitors and ensures client services staff are providing a level of service to customers which falls within our high standards
• Support management of a portfolio of active clients; handling client communications, RFP/quote requests, deliveries, issue resolutions and revenue control.
• Actively contributes to organizational learning by obtaining client feedback and tracking issue resolution.
• Leading problem solving and resolution efforts.
• Implementing continuous improvement activities for assigned COA licensing processes and projects.
• Supports the development of new staff by carrying out designated training plan and serving as a mentor.
• Responsible for ensuring compliance with all relevant SOPs, policies and procedures.

Main responsibilities

Strategic Thinking:

• Supports the organization's growth and integration of service areas with ICON's Patient Centered Sciences (PCS).
• Maintains acute awareness of the pharma / biotech / medical device industry landscape as it relates to COA's specific service-related trends and challenges and guides awareness for junior staff.
• Drives understanding and awareness of project team members on the nature of client relationships and supports the building/broadening of these relationships where appropriate.

To succeed you will need:

• Excellent management skills - experience of min 5 years
• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints,
• Experience (min 5 years) in client services/account management,
• Experience in the domain of Clinical Outcomes Assessments is a plus, in the domain of clinical research is a must
• Process-driven and strong attention to detail with superior organizational skills
• Strong team player
• Experience in managing multiple, varied tasks simultaneously and independently.
• Self-motivated and comfortable working both independently and as part of a team
• MS Office Suite

Why work with Mapi Research Trust ?

• Expanding organization within a large group, giving access to career opportunities
• Merit based advancement
• Multicultural team and collaborative atmosphere

Benefits of working with ICON

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs.  In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, 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.