Covance Regional Client Operations Lead in Singapore

Job Overview

Associate Director/ Director FSP (Sponsor Dedicated & home based)

Singapore location preferred.

Preferred fluency in English and Chinese .

Are you ready to make a truly rewarding career change? In this unique Client facing position, you will work closely with an exciting Pharmaceutical Sponsor! The right person for this role will have strong Client Management expertise, some CRO experience, and be familiar with FSP models. Redefine what’s possible, and discover your extraordinary potential at Covance!

Summary: Member of the CDS Phase II – IV Flexible Solutions oversight team with accountability for operational service delivery and strategic business solutions for assigned client/s. Specific areas of accountability include:

  • Operational leadership of allocated key client accounts of the FSP model; ensures satisfactory performance, service delivery and achievement of clients’ KPIs.

  • Drives overall productivity and quality in service delivery to ensure maximum profitability and the achievement of all financial targets.

  • Commercial focus and actions to secure repeat business and new customers, new business.

  • Development and maintenance of effective client relationships with a strong representation on governance.

  • Leadership in the development of the Covance functional service offerings across multiple functions

Job Duties:

  • Member of the Flexible Solutions team actively involved in strategy development and business planning

  • Working with FS Managers and/or Clinical Operations line managers delivering the Flexible Solutions business to facilitate all aspects of operations, ensure a successful relationship, full client satisfaction and operational and service excellence.

  • Interact directly with client liaisons to ensure appropriate resourcing and operational excellence in service delivery. Facilitate resolution of client issues by confronting constructively (e.g., poor performance, retention, contract negotiation and outstanding payments).

  • Lead Covance representative on Flexible Solutions clients’ Governance Committees and Operational Committee meetings.

  • 2nd level client escalations contact

  • Partner with Clinical Operations leaders in each region to drive productivity and continuous improvement for assigned client/s portfolio.

  • Contribute to the development of performance indicators, and metrics; oversee implementation and compliance.

  • Identify potential client’ needs and proactively develop pragmatic solutions to meet those needs and grow the business.

  • Work with the Flexible Solutions management team and Covance sales team to develop proposals that meet clients’ needs.

  • Support contracting and invoicing for assigned clients.

  • Responsible for developing and implementing the partnership processes for assigned clients in cooperation with the respective client representatives and the Covance team.

  • Oversee and participate in the onboarding of personnel to the partnership processes for the assigned clients.

  • Support the Clinical Operations line managers in their responsibility for recruitment, training, development and performance review of direct reports in assigned client teams as needed.

Education/Qualifications

Required:

  • Working knowledge of ICH Guidelines and GCP including international regulatory requirements for the conduct of clinical development programs.

  • Broad knowledge of drug development process and client needs.

  • Basic knowledge of sales and business development strategies and procedures.

  • Relevant clinical research experience including demonstrated skills and competency in project management tasks.

  • Experience in managing projects in a virtual environment.

  • Demonstrated ability to handle multiple competing priorities and to utilize resources effectively.

  • Financial awareness and ability to actively utilize financial tracking systems.

  • Demonstrated ability to inspire effective teamwork and motivate staff within a matrix system.

  • Demonstrated ability to lead by example and to encourage team members to seek solutions independently.

  • At least 3 years managing teams directly or indirectly.

  • Demonstrated ability to lead and line manage co-located and virtual staff/ teams in matrix environment.

  • High degree of attention to detail, with experience in client management on an operational level

  • Ability to prioritize workload and deliver against tight deadlines whilst maintaining the highest quality of work.

  • Ability to balance big-picture and global perspectives with local and function considerations.

  • Excellent communication, planning and organizational skills.

  • Fluent spoken and written English

University/college degree (life science preferred) or certification in a related allied health profession (i.e. nursing, medical or laboratory technology) from an appropriately accredited institution.

Preferred: Masters or other advanced degree.

Experience

Required:

Leadership Level

  • Customer focused

  • Excellent leadership skills

  • Proven past performance of superior customer satisfaction

  • Demonstrated client interface skills, including the ability to negotiate in a professional manner.

  • Excellent planning and organizational skills

  • Experience in the creation of new processes

  • Excellent oral, written and presentation skills

Job Number 2018-18748

Job Category Clinical Operations

Position Type Full-Time

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