The Operational Effectiveness Team supporting our Speaker Bureau Services business is a tight knit, collaborative, and intellectually curious group of people with a unique blend of backgrounds and experience. Our purpose is to improve day-to-day operational challenges and delivery of the Speaker’s Bureau Services offering. We are passionately committed to the success of our customers and each other and strive to create meaningful relationships and seamless, worry-free experiences through our innovative expertise and professionalism. We are continually pushing each other to improve our solutions and are in search of an Associate Manager, Operational Effectiveness to add to our team.

About the Associate Operational Effectiveness Manager

This position has the potential to be home or office-based and will involve collaboration with a globally distributed team at IQVIA.

Who You Are

Proven: You have a solid background in process improvement and are familiar with the operational delivery of training and event solutions. You have good knowledge of different project delivery and management systems (Adobe Connect, MS Teams, Smartsheet) and are keen to broaden your experience. You have exceptional attention to detail. Knowledge of project management methodologies and Lean or Six Sigma training is a plus.

Collaborative:

You have the desire to collaborate with a diverse global team and are interested in establishing relationships with team members, clients, and vendors around the world. Asking questions comes naturally to you and you aren’t afraid of researching to find the answers.

Resourceful:

You have a personal mission to make it easier for the team to deliver! You have a pioneering spirit and are willing to explore new approaches and try new things. You may not know all the answers, but you have a proven track record of working through difficult challenges by independently researching potential directions, collaborating with others, and iterating to find solutions. Prioritizing deliverables, finding efficiencies, and improving processes are all part of your mindset.

Adaptable:

You have the flexibility to work in a fast-paced environment, meeting demanding deadlines and adapting to changing priorities.

Primary Responsibilities

• Accountable for planning, assigning, and directing work of Operational Effective Specialists across a diverse set of implementation, support and process improvement projects.
• Assess performance and guide professional development, rewarding and coaching employees, and addressing employee relations issues and resolving problems.
• Lead the creation of operational policies and procedures across the organization to ensure optimization of staff and improvement of the customer experience.
• Oversee new process roll out, communication and training, ensuring team compliance, and addressing any ongoing process needs for refinement.
• Ensure that staff has the proper materials, systems access and training to complete job responsibilities.
• Build strong partnerships and collaboration with peers, planning and program teams, and global business partners.
• Drive ticket priority and resolution with internal teams and stakeholders, ensuring we are achieving our SLA's.
• Assist in providing reporting specific to established KPI attainment and SLA adherence both with internal and external customers.
• Working as the first point of escalation, managing any escalated work when possible and escalating to the respective project lead when required.
• Ensure customer satisfaction by collecting feedback, analyzing concerns and suggestions and providing appropriate and responsive action and follow through.
• Serve as the SME for the configuration and maintenance of internal planning systems and tools.
• Accountable for document handling, SOP repository maintenance, etc.

Education and Experience Requirements

• Bachelor’s Degree or 5 years work experience
• Pharmaceutical or Life Sciences industry experience is preferred.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint)
• Excellent interpersonal skills and the proven ability to work well with all levels of management and staff
• Excellent organizational and planning skills
• Time and Attention Management
• Demonstrated experience managing multiple priorities and balancing competing priorities
• Innate sense of urgency and the ability to make smart decisions under pressure
• Ability to identify and create solutions that are equally focused on efficiency and the customer experience.
• Experience with Smartsheet, Lucid Spark and other Project Management tools is a plus.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status