Director, Client Services

This role is based in the US and requires a hybrid work schedule going into the Wayne, PA or Durham, NC office.

The Director, Client Services directs a group of operations staff for a designated region to ensure projects are appropriately resourced and employees are trained and developed to meet project needs. Works with Clinical Trial Payments (CTP) executive leadership in formulating effective strategic goals and objectives and assures operational alignment with Sr management priorities. Works closely with and collaborates with other Directors of Client Services and Directors of Site Solutions to ensure that global processes, tools, and operating models are adhered to in all regions and by every team member.

Serves as executive sponsor for strategic initiatives and works with other functional management to develop implementation plans. Supervises Associate Directors to ensure the client projects and strategic initiatives are delivered on time and within budget.

• Manage staff in accordance with organization's policies and applicable regulations
• Responsibilities include planning, assigning, and directing work
• Support Sr Management with driving key initiatives, developing and implementing strategies to improve the IQVIA Clinical Trial Payments (CTP) organization
• Works closely with and collaborates with other Directors of Client Services and Directors of Site Solutions to ensure that global processes, tools, and operating models are adhered to in all regions and by every team member.
• Provide CTP Sr Management with timely departmental updates including key metrics and KPIs; relationship updates with Sponsors; potential risks and mitigation plan associated with Sponsor or programs, and departmental updates
• Appraise performance and guide professional development
• Ability to reward and discipline employees, as well as address employee relations issues and resolve problems
• Direct the hiring and selection process of new Client Services positions, by participating in the interviewing process
• In conjunction with Assoc Dir, Client Services, ensure that staff has the proper materials, systems access and training to complete job responsibilities
• Allocate resources to clinical trial projects by assigning staff to clinical studies that are appropriate based on their experience and training
• Ensure that staff is meeting defined workload, quality and budget metrics through regular review and reporting of findings as outlined by Sr management
• May collaborate with other regional and/or global clinical and client teams and other functional leadership to manage project related challenges and to achieve exemplary customer service
• Participate in corporate or organizational quality or process improvement initiatives
• May act as a client liaison in day-to-day relationship governance, escalations and other client-facing initiatives;
• Other duties as assigned

• Typically requires a minimum of 7 - 10 years of prior relevant experience
• Requires broad management knowledge to lead teams, and well as the ability to influences others outside of own job area regarding policies, procedures, and goals
• Bachelor's Degree:
  Accounting, Finance, Project Management, Business Administration or a health-related field on of education, training and experience that provides the knowledge, skills and abilities to perform the job
• Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one department or multiple related departments
• Experience in managing staff within a large corporate or mid-size environment
• Pharmaceutical / CRO experience
• Ability to manage through metrics
• Ability to project manage
• Knowledge of Pharmaceutical/Clinical Trial Industry
• Project management and team leadership experience;
  Comfortable representing Clinical Trial Payments to internal / external stakeholders
• Advanced knowledge of applicable clinical research regulatory requirements (i.e., Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines)
• Knowledge of clinical research financial parameters and project financial tracking and accounting methods
• Kno…