Client Services Rep 1 - FCR

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Manila; On-site; PHP 420,000 - 700,000; Full time

Job summary

IQVIA Solutions Operations Center Philippines, Inc. in Manila is seeking a Manila Speaker Bureau Financial Close & Review Planner responsible for auditing and reviewing actual financials post meetings to ensure accuracy in government transfer of value reporting.

You will collaborate with the client Core Team, review budgeting and expenses, verify travel and honorarium details, and ensure all documents are uploaded for compliance.

Qualifications

• 2+ years of customer service experience.
• Experience serving US clients, preferably in a phone-based Customer Service role.
• Pharma industry experience is a plus.
• Bachelor's Degree required.
• Proficiency in Microsoft Office suite and Outlook.
• Knowledge in SharePoint, Salesforce and Smartsheet preferred.
• Proficiency with phone systems and CRM software preferred.
• Willingness to work US standard business hours and occasional night shifts.

Responsibilities

• Collaborate as part of the client Core Team to support planning of each meeting.
• Review planning to ensure compliance with business rules and budget requirements.
• Audit expenses: Management Fee, Speaker Travel, and Speaker Honorarium for accuracy.
• Allocate charges to appropriate budget categories and flag overages.
• Ensure all documents and receipts are uploaded and available for review.
• Communicate with planners, vendors, and stakeholders to complete tasks.
• Apply client rules throughout the financial close & review process.
• Escalate items that impact meeting risk or compliance.
• Maintain up-to-date understanding of system functionalities related to the role.
• Liaise with internal/external stakeholders to share current information and ensure timely reporting.
• Adhere to timekeeping standards in Sprout and PSA and other policies.

Skills

Customer service

Communication

Attention to detail

Problem solving

Multi-tasking

Team collaboration

Adaptability

Time management

Education

Bachelor's Degree

Tools

SharePoint

Salesforce

Smartsheet

Twilio

CRM software

Job description

Manila Speaker Bureau Financial Close & Review Planner

IQVIA’s Speaker Bureau team consists of dedicated meeting professionals who plan and manage highly compliant meetings and events for Life Sciences organizations. We work with our clients to deliver a high-quality attendee experience through a range of in-person, hybrid, and virtual meetings by seamlessly pairing deep industry expertise, best-in-class compliance technology and an innovative, scalable approach to support our client’s Speaker Bureau. The Manila Speaker Bureau Financial Close & Review Planner is overall accountable in auditing and reviewing actual financials post meeting. FCR Planner is heavily focused on ensuring we are accurate in our government required Transfer of Value reporting responsibilities.

Essential Duties & Responsibilities

• Collaborate as an integral part of the client Core Team which comprises of meeting planners, logistics planner and speaker bureau planners and other roles supporting execution of planning of each meeting
• Review all aspects of planning are within the client’s business rules and budgetary requirement. The following items are critical to the FCR Planner role in executing seamlessly:
  • Assess accuracy of Management Fee applied tied to the program type
  • Review Speaker Travel expenses to ensure no discrepancy between itinerary vs travel charges
  • Review Speaker Honorarium to ensure Speaker is paid correctly.
  • Accurately plot venue/caterer charges to the specific FCR approved calculator to flag any overage on approved cost per person as needed
  • Accurately move charges to their applicable budget category following client’s business rules on approved categories
  • Review and resolve attendance discrepancies as needed.
  • Ensure all expenses matches between systems (EFX and Centris) and document approved exemptions as needed
  • Obtain necessary documents (receipts) are uploaded in the meeting and other related documents as required
  • Communicate timely with meeting planner, speaker bureau planner, logistics planner, vendors related to task completion and other related inquiry or follow up needs
• Application of client business and compliance rules throughout the financial close & review process.
• Ability to trigger or elevate any items that can impact risk on meeting compliance.
• Ensure understanding of system functionalities related to job function as assigned.

• Liaise with relevant internal and external stakeholders to ensure appropriate team members have the most up to date information
• Comply with timekeeping standards & policies in Sprout, PSA ensuring accurate work hours are logged.
• Other related team task maybe assigned

Qualifications

• 2+ years of customer service or equivalent
• Previous work experience in catering to US clients, preferably in a phone-based Customer Service role, is required
• Relevant audit experience is preferred
• Pharma Industry experience is a plus
• Familiarity with US cultural norms and practices to better understand and service stakeholders and clients.
• Bachelor's Degree Required
• Proficiency in PC applications, Microsoft Office suite of products (Word, Excel, PowerPoint, Teams) and Outlook is required
• Knowledge in SharePoint, Salesforce and Smartsheet preferred
• Proficiency in using phone systems such as Twilio, CRM software and other relevant technology is preferred
• Able to work during US standard business hours and be flexible on work schedule and/or extended hours to meet clients’ business needs during peak season
• Expert on analysis and information gathering to resolve problems on routine matters.
• Ability to multi-task/plan numerous meetings simultaneously while still demonstrating a strong attention to detail
• Comfortable working in a fast-paced team environment, while also able to work independently
• Exceptional customer service skills
• A strong sense of urgency and the ability to effectively problem solve
• Excellent in communication, both oral and written
• Collaborate as an integral part of the project team to execute world class events as measured by the internal and external client satisfaction
• Strong aptitude of financial calculations.
• A strong sense of urgency and advanced ability to effectively problem solve.
• Advanced 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.
• Able to be flexible to report onsite frequently, dependent on business need
• Conducive work space when working remotely at home, which includes ability to receive and make calls during your shift, work with company provided dual monitors and have appropriate internet speed to complete work.
• Amenable to work in Mckinley Taguig
• Willing to work in night shift