Assoc Manager, Client Services

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. is seeking a capable team lead to manage a diverse group of meeting planners.

You will coach staff, drive performance, and ensure adherence to client business rules throughout the planning lifecycle. You will monitor workloads and SLAs, escalate issues as needed, and partner with Customer Success and Product Support on client deliverables, profitability, and retention.

Qualifications

• 5+ years of meeting industry experience.
• Experience leading people, teams, or projects is highly desirable.
• Bachelor's Degree preferred.

Responsibilities

• Lead and coach a team of meeting planners to ensure high performance.
• Ensure compliance with client business rules throughout the planning lifecycle.
• Manage daily tasks and SLAs across client portfolio with proactive remediation.
• Collaborate with Customer Success and Product Support on client deliverables and retention.
• Serve as primary point of contact for client inquiries and incident response.
• Maintain client SOPs and exercise triage between platforms for issue resolution.

Skills

Leadership

Coaching

Performance management

People management

Project planning

Client service

Data analysis

MS Office

SharePoint

Salesforce

Zoom

Smartsheet

Communication

Urgent problem solving

Education

Bachelor's degree (preferred)

Tools

SharePoint

Salesforce

Zoom

Smartsheet

Job description

Essential Functions

• Manage a team of meeting planners including office-based/ home-based/hybrid employees.
• Drive optimal employee performance of direct reports through effective coaching and performance management with a focus on promoting employee engagement, a positive work environment, and efficient delivery of results.
• Set comprehensive and measurable goals for maximum team and individual performance, which includes a balanced focus on productivity, quality, effective communication, and overall customer service.
• Ensure client defined business rules are applied by team throughout the planning lifecycle of the programs to ensure compliance and customer experience expectations are met.
• Manage daily task and SLA deadlines across client portfolio, with proactive identification of potential outliers and prompt enactment of mitigation plans as necessary to protect SLAs and customer experience.
• Proactively raise any critical-to-compliance concerns
• Plan and manage resources to meet forecasted workload; monitor workload and key performance indicators to prioritize and rebalance resources when appropriate.
• Be a proactive, engaged, and collaborative member of the client Core Team to partner with Customer Success and Product Support on client SOW deliverables, profitability, and retention.
• Primary point of contact for all customer service inquiries, research, and formal incident response to include identification of root cause and implementation of corrective and preventative actions.
• Owner of client SOP maintenance and setup of client business rule within planning platform
• Responsible to triage issues between primary technology platforms and accelerate to support teams as necessary for resolution.

Qualifications

• 5+ years of meeting industry experience
• Previous experience with leading people, managing teams, or leading projects is highly desirable.
• Life Sciences experience preferred, working knowledge of HCP interaction regulations a plus.
• Bachelor's Degree is preferred.
• Demonstrated resourcefulness in setting priorities, reprioritizing as business/client needs shift, and providing solutions-oriented response.
• Excellent oral and written communication skills with focus on the ability to be concise and clear, summarize a situation and articulate the necessary next steps, effectively listen, and assess the need for urgent action.
• Competency to effectively communicate a message to resonate with various audiences such as frontline employees, external clients, and technology support.
• Ability to analyze data and meeting detail information, understand the story it tells and articulate the action required in a consumable manner.
• Strong sense of urgency and the ability to effectively problem solve.
• Ability to identify and create solutions that are equally focused on efficiency and the customer experience.
• Passion to lead individuals and teams to achieve agreed upon goals, deliver measurable results, navigate obstacles, embrace, change, and celebrate success.
• Proficiency in Microsoft Office suite of products (Word, Excel, PowerPoint, Teams) and Outlook required.
• Knowledge in SharePoint, Salesforce, Zoom and Smartsheet preferred.
• Willing to work in Mckinley Taguig
• Amenable to work in night shift

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.