Lead Client Services Manager - Drive Team Impact

IQVIA; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

IQVIA in Taguig is seeking a Senior Meetings Planner Manager to lead a diverse team of office-based, home-based, and hybrid staff delivering high-quality client services.

You will set measurable goals, coach direct reports, promote engagement, and ensure client rules are followed throughout the planning lifecycle, while managing SLAs and collaborating with Customer Success and Product Support. 5+ years of experience required, willingness to work night shifts, based in McKinley, Taguig.

Qualifications

• 5+ years of meeting industry experience.
• Leadership experience in managing teams or projects is highly desirable.
• Bachelor’s Degree preferred.
• Life Sciences experience preferred; knowledge of HCP interaction regulations is a plus.
• Excellent oral and written communication skills; ability to be concise and clear.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Teams) and Outlook.
• Knowledge in SharePoint, Salesforce, Zoom and Smartsheet preferred.
• Willing to work in McKinley Taguig and night shift.

Responsibilities

• Manage a team of meeting planners including office-based/home-based/hybrid employees.
• Coach and manage performance to promote engagement, productivity, and customer service.
• Set measurable goals for team and individuals balancing productivity and quality.
• Ensure client-defined business rules are applied across the planning lifecycle for compliance and CX.
• Manage daily tasks and SLAs across client portfolio with proactive mitigations.
• Identify critical-to-compliance issues and escalate when needed.
• Plan resources to meet forecasted workload and rebalance as required.
• Collaborate with Customer Success and Product Support on SOW deliverables and retention.
• Serve as primary point of contact for customer service inquiries and incident response.
• Maintain and setup client SOPs within planning platform and triage issues between tech platforms.

Skills

Team leadership

Meeting industry experience

Communication skills

Data analysis

Problem solving

Time management

Customer service orientation

MS Office proficiency

Attention to detail

Adaptability

Night shift readiness

Education

Bachelor’s degree

Tools

SharePoint

Salesforce

Zoom

Smartsheet

Job description

IQVIA in Taguig is seeking a Senior Meetings Planner Manager to lead a diverse team of office-based, home-based, and hybrid staff delivering high-quality client services.

You will set measurable goals, coach direct reports, promote engagement, and ensure client rules are followed throughout the planning lifecycle, while managing SLAs and collaborating with Customer Success and Product Support. 5+ years of experience required, willingness to work night shifts, based in McKinley, Taguig.