Team Lead, COA Licensing Services

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development. 

 

TEAM LEAD COA LICENSING SERVICES

Office or Remote

Patient Centered Sciences Mapi Research Trust (MRT), in collaboration with ICON, have an opportunity for a Team Lead in Europe to join our COA licensing services team in a global diverse and inclusive 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:

• Assign daily clients’ requests based on initial needs, identify and assign necessary resources.
• Ensure team meets internal/external clients' satisfaction, offering appropriate solutions and deliverables (budgeting, proposal writing, client relationship management, timelines).
• Support assigned team for operational aspects of COA licensing activities, legal documents review/approvals, ensuring timely quality deliverables.
• Attend and lead team meetings.
• Actively implement strong and efficient processes to deliver within responsive timelines, review performance metrics for assigned team.
• Act as a point of contact for clients’ escalations and issue resolution.
• Have exceptional management skills, communication, and customer service skills.
• Demonstrate leadership, passion, great attention to detail and be comfortable managing a variety of tasks.
• Develop and mentor team through training and coaching, creating process guides, best practice documents and other operational materials.
• Monitor and ensure team is providing a high standard level of service to internal/external customers.
• Work collaboratively with other regional team leads and managers.
• Support management of a portfolio of active clients, client communications, RFP/quote requests, deliveries, issue resolutions and revenue control.
• Actively contribute to organizational learning by obtaining client feedback and tracking issue resolution.
• 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.
• Manage annual reviews and goals, including development goals.
• Responsible for ensuring compliance with all relevant SOPs, policies and procedures.

Strategic Thinking:

• Supports the organization's growth and integration of service areas with ICON's Patient Centered Sciences (PCS).
• Work with autonomy, proactively contribute to business continuity and growth.
• Maintains acute awareness of the pharma / biotech / medical device industry landscape as it relates to COA's specific service-related trends and guides awareness for junior staff.
• Drives awareness and compliance with high standard clients’ relationships.

To succeed you will need:

• Excellent management skills - experience of minimum 2 years
• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints,
• Experience in client services/account management - min 5 years,
• Experience in the domain of COA is a plus, in the domain of medical translation and/or 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
• Fluent English
• MS Office Suite

Why work with Mapi Research Trust?

• Expanding organization within a large Group, giving access to career opportunities
• Multicultural team and collaborative atmosphere
• Pioneer and thought leadership in COA management