Director, Client Services

This role is based in the US and requires a hybrid work schedule going into the Wayne, PA or Durham, NC office.

About the role

The Director, Client Services directs a group of operations staff for a designated region to ensure projects are appropriately resourced and employees are trained and developed to meet project needs. Works with Clinical Trial Payments (CTP) executive leadership in formulating effective strategic goals and objectives and assures operational alignment with senior management priorities. Serves as executive sponsor for strategic initiatives and works with other functional management to develop implementation plans. Supervises Associate Directors to ensure client projects and strategic initiatives are delivered on time and within budget.

Responsibilities

• Manage staff in accordance with organization’s policies and applicable regulations, including planning, assigning, and directing work.
• Support senior management with driving key initiatives, developing and implementing strategies to improve the IQVIA Clinical Trial Payments (CTP) organization.
• Collaborate with other Directors of Client Services and Directors of Site Solutions to ensure global processes, tools, and operating models are adhered to in all regions and by every team member.
• Provide CTP senior management with timely departmental updates, including key metrics and KPIs, relationship updates with sponsors, potential risks and mitigation plans, and departmental updates.
• Appraise performance and guide professional development; reward and discipline employees, as well as address employee relations issues and resolve problems.
• Direct the hiring and selection process of new Client Services positions by participating in the interviewing process.
• In conjunction with Associate Director, Client Services, ensure staff has the proper materials, systems access, and training to complete job responsibilities.
• Allocate resources to clinical trial projects by assigning staff to studies based on their experience and training.
• Ensure staff meets defined workload, quality, and budget metrics through regular review and reporting of findings as outlined by senior management.
• Collaborate with other regional and/or global clinical and client teams and functional leadership to manage project-related challenges and achieve exemplary customer service.
• Participate in corporate or organizational quality or process improvement initiatives.
• Act as a client liaison in day-to-day relationship governance, escalations, and other client-facing initiatives.
• Ensure all processes and standards are followed, and appropriate financial controls are observed in line with sponsor requirements for managing and mitigating financial risk.
• Ensure work is SSAE 18 compliant.
• Monitor, assist in escalating, and resolve operational and performance concerns.
• Occasional travel required.

Requirements

• Minimum of 7–10 years of prior relevant experience.
• Bachelor’s Degree in Accounting, Finance, Project Management, Business Administration, or a health-related field.
• Broad management knowledge to lead teams and influence others outside of own job area regarding policies, procedures, and goals.
• Practical knowledge in leading and managing the execution of processes, projects, and tactics within one or multiple related departments.
• Experience managing staff within a large corporate or mid-size environment.
• Pharmaceutical/CRO experience.
• Ability to manage through metrics and project manage.
• Knowledge of the pharmaceutical/clinical trial industry.
• Project management and team leadership experience.
• Comfortable representing Clinical Trial Payments to internal/external stakeholders.
• Advanced knowledge of applicable clinical research regulatory requirements (e.g., Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines).
• Knowledge of clinical research financial parameters, project financial tracking, and accounting methods.
• Strong leadership, presentation, and computer skills (e.g., Microsoft Office, SharePoint, Visio).
• Excellent written and verbal communication, organizational, and problem-solving skills.
• Ability to identify issues, develop process improvements, and execute mitigating actions.
• Effective time management and ability to manage competing priorities.
• Ability to establish and maintain effective working relationships with coworkers, managers, and clients.

Pay

The potential base pay range for this role, when annualized, is $106,000.00 – $295,300.00. The actual base pay offered may vary based on job-related qualifications such as knowledge, skills, education, experience, location, and schedule. Incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health, welfare, and/or other benefits.