Assoc Manager, Client Services

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Taguig; On-site; PHP 480,000 - 720,000; Full time

Job summary

IQVIA Solutions Operations Center Philippines, Inc. is seeking a seasoned leader to manage a team of meeting planners across office, home, and hybrid models. You will coach performance, set clear goals, and ensure compliance with client rules to deliver high-quality service.

The role requires strong communication, data analysis, and the ability to maintain SLAs while protecting customer experience. Night shifts in Taguig are expected.

Qualifications

• 5+ years of meeting industry experience
• Demonstrated resourcefulness in setting priorities and solving problems
• Excellent verbal and written communication skills, concise and clear
• Experience leading people, teams or projects is highly desirable
• Life Sciences knowledge a plus
• Bachelor’s Degree preferred

Responsibilities

• Manage a team of meeting planners including office-based/home-based/hybrid employees
• Coach and manage performance to ensure engagement and delivery of results
• Set measurable goals for team and individuals across productivity, quality, and customer service
• Ensure client-defined business rules are applied throughout the planning lifecycle
• Manage daily tasks and SLAs across client portfolio and mitigate risks
• Plan and allocate resources to meet workload forecasts
• Collaborate with Customer Success and Product Support on client deliverables and profitability
• Serve as primary contact for customer inquiries and incident response
• Maintain client SOPs and setup of client rules in planning platform
• Triage issues between platforms and escalate to support teams as needed

Skills

People leadership

Team management

Communication

Data analysis

Problem solving

Education

Bachelor's Degree

Tools

Microsoft Office

SharePoint

Salesforce

Zoom

Smartsheet

Outlook

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 elevate 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