Ref #: 36512
Employment type: Permanent - Full-Time
Location: United Kingdom
Posted: 05-Apr-2022
Description
ICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organizations.
With our patients at the center 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.
The responsibilities of the Operations Manager include, but are not limited to:
FSE MANAGEMENT
• Complete DOCS induction and orientation for newly employed FSEs.
• Ensure client-specific induction and orientation is planned, communicated and completed.
• Establish goals and objectives for each FSE.
• Monitor performance and conduct annual appraisal for each FSE, as applicable.
• Conduct regular 1:1 meetings with assigned FSE.
• Ensure timely submission and approval of time reports, expense reports and leave requests for assigned FSE.
• Manage non-rechargeable expenses for assigned FSEs, per regional guidelines.
• Create a positive relationship between DOCS, the FSE 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 FSE 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 FSEs 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 FSE assignments and strategic client relationships.
REQUIREMENTS
• Bachelor’s Degree or local equivalent, in life sciences, medicine or related discipline
• Minimum of five (5) years of relevant industry experience
• Minimum of three (3) years of line management experience for Operations
• Manager position o Greater than three (3) years of management experience for Senior Operations Manager position
• Ability to liaise successfully with clients, FSEs 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.
Benefits of Working in 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.
With our patients at the center 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.
The responsibilities of the Operations Manager include, but are not limited to:
FSE MANAGEMENT
• Complete DOCS induction and orientation for newly employed FSEs.
• Ensure client-specific induction and orientation is planned, communicated and completed.
• Establish goals and objectives for each FSE.
• Monitor performance and conduct annual appraisal for each FSE, as applicable.
• Conduct regular 1:1 meetings with assigned FSE.
• Ensure timely submission and approval of time reports, expense reports and leave requests for assigned FSE.
• Manage non-rechargeable expenses for assigned FSEs, per regional guidelines.
• Create a positive relationship between DOCS, the FSE 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 FSE 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 FSEs 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 FSE assignments and strategic client relationships.
REQUIREMENTS
• Bachelor’s Degree or local equivalent, in life sciences, medicine or related discipline
• Minimum of five (5) years of relevant industry experience
• Minimum of three (3) years of line management experience for Operations
• Manager position o Greater than three (3) years of management experience for Senior Operations Manager position
• Ability to liaise successfully with clients, FSEs 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.
Benefits of Working in 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.