Individuals in this role are responsible for end to end delivery of project/s, while ensuring client satisfaction business growth & profitability
Coordinating, managing and monitoring the medical, safety, regulatory, operational and/or quality aspects of Clinical Data Management to ensure the smooth running of the project/s and the achievement of the business units yearly goals
Provide input regarding the global coordination and development of Clinical Data Management.
Assist with overseeing department and project finances.
Key Result Areas
Adopt industry best practices in the organization and recommended effective customized client solutions
Accountable for overall service delivery management to client and otherwise
Responsible for customer satisfaction as measured through CSS score
Drive business growth opportunities
Responsible for meeting financial targets including customer profitability and revenue billed
Effective implementation of organizational initiatives
SLA adherence as agreed with the customer
Manage employee retention and engagement (manage attrition within a target range, BES score higher than the previous years score)
Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
Contribute to Recruitment (measure through participation in screening and interviewing candidates)
Participate in business development, marketing and sales activities.
Instruct and lead direct reports in efficient management of project budget and monitor project time changes within the functional groups.
Establish and/or maintain appropriate forecasting tools for reporting forecasted utilization.
Business / Customer
Understand overall service and program performance for daily communication to his/her Client counterpart.
Work with and participate in meetings with the appropriate Client contacts on an as needed basis.
Be on site at the Safety Processing/Call Center during the core call hours
Identify & drive opportunities to enhance Customer Experience
Identify & suggest Business improvement opportunities
Communicate & collaborate with client to enhance business & optimize cost and productivity
Identifying failure points which impact business & customer and suggest preventive & corrective measures
Analyze operational risks Failure Mode Effective Analysis (FMEA), extend support in managing client escalations Root Cause Analysis/ Corrective Action Preventive Action (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business
Act as a Change Agent and ensure good collaboration with Quality, Transition, Training, On-site teams and Clients to optimize Quality, Efficiency, Cost and Customer Value in multiple client engagements
Ensure the agreed SLAs are met as per SOW
Understand Clients core objectives, ensure that all driven timelines are met, identify key program requirements through a structured design and implementation process, and ensure that these requirements and any new requirements specified by Client are met.
Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes
Understand the content of all SOPs.
Identify process re-engineering and automation opportunities to reduce manual interventions
Implement Quality standards to achieve process excellence
Communicate and collaborate with internal stakeholders and customers (both at onsite and off-shore) to understand their pain areas--working to apply their insights to challenge and modify current approaches/ways of doing things.
People / Team
Provide guidance and mentorship to direct reports
Monitor for improvement opportunities within the project/s & suggest alternatives
Coordinate with Support Staff on Process Improvement.
Responsible for motivation level and retention of manpower.
Deliver communication received from senior management to the teams though town halls, floor address
Participate in organizational initiatives such as recruitment drives, training programs etc.
Degree of Independence/Supervision required
Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics.
Team Management Responsibilities (wherever applicable)-
Direct Reports- Team Managers, Service Delivery Managers, ,Deputy General Manager, Work Force Team
Team Size Above 200-300 members
Education: Graduate/Post Graduate/ Doctorate degree in life sciences/Pharmacy/Medical sciences or equivalent degrees
Minimum Work Experience Required: 15 years with minimum 8 years of Project Management exposure in BPS environment or experience in a Contract Research Organization or pharmaceutical company
Any life sciences /Pharmacy/ Medical sciences or equivalent degrees
Minimum Work Experience Required: 12+ years with minimum 8 years of Project Management exposure in BPS environment or experience in a Contract Research Organization or pharmaceutical company