Team Lead (Night Shift)

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

IQVIA Solutions Operations Center Philippines, Inc. is seeking a Team Lead to oversee daily production outputs and governance adherence as defined in the Client SLA.

This role involves leading a team, coaching new hires, and coordinating with SMEs to implement training and enhancements. You will monitor performance through dashboards, drive process improvements, manage timelines with clients, and ensure information security policies are followed.

Responsibilities

• Maintains and ensures daily production output of team is updated in the Dashboard.
• Works together with SME in creating training plan for newly on boarded team members and conducts weekly to monthly refresher courses.
• Understands thoroughly the different methodologies utilized, databases, processes, and procedures to be able to clearly and effectively communicate to Clients the steps to be taken or have been taken to resolve concerns.
• Proactively analyzes the process and provides recommendations on how to further improve and/or correct the current process.
• Provides coaching and similar corrective actions to team members to align team with the team’s KPI goals and company policies.
• Responsible for complying with all information security policies and processes
• Retrieve data and manage allocations for team members
• Ensures all admin works are delivered and complied with.

Job description

Roles:

• Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service Level Agreement (SLA) document.


• Monitors the team performance thru daily huddles and updated Dashboard reports.


• Responsible for day to day operations.


• Provides insight and puts into action the plans developing, implementing and documenting additional operational or process control measures to further improve team efficiency and productivity.


• Manages the delivery timelines with the team and clients.


• Leads in project training activities, assessments and similar performance reviews to new hires during training phase in coordination with the SME.


• Liaise with Local counterparts for refresher courses, trainings, calibration and process updates.


• Conduct coaching sessions for performance improvement and behavior correction.


• Attends Production Governance meetings with stakeholders.


• Promotes team morale by conducting work life balance activities in the team.


• Creates, implements and follows through Succession Planning and KTP in the team.


• Project documentation


• Acts as front line manager for issue escalation.

Job Responsibilities:

• Maintains and ensures daily production output of team is updated in the Dashboard.


• Works together with SME in creating training plan for newly on boarded team members and conducts weekly to monthly refresher courses.


• Understands thoroughly the different methodologies utilized, databases, processes, and procedures to be able to clearly and effectively communicate to Clients the steps to be taken or have been taken to resolve concerns.


• Proactively analyzes the process and provides recommendations on how to further improve and/or correct the current process.


• Provides coaching and similar corrective actions to team members to align team with the team’s KPI goals and company policies.


• Responsible for complying with all information security policies and processes


• Retrieve data and manage allocations for team members


• Ensures all admin works are delivered and complied with.