Operational Effectiveness Spec 2

Job Overview
Reporting to an Operational Effectiveness Manager, you will be responsible for playing an integral role in the implementation, support and ongoing operational efficiency of our technology-enabled services and solutions.
This position will involve collaboration with a globally distributed team at IQVIA and is primarily home based and will require flexibility for occasional onsite, in-office attendance.

Essential Function

• Leverage AI tools and solutions to deliver assigned projects and drive efficiency in Operational Processes.
• Support Service Delivery Implementation/migration launch plans
• Maintain tools and resources for repeatable Service Delivery implementation processes
• Execute Service Delivery test plans
• Participate in and contribute to Operational Assessments, assigned workstreams and other Lean events
• Support 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 have 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.
• Oversee day-to-day oversight of the Request Manager ticketing system.
• Drive ticket priority and resolution with internal teams and stakeholders, ensuring we are achieving our SLA's.
• Provide monthly and ad hoc Request Manager 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 partnering with other Operations colleagues on document handling, SOP repository maintenance, etc. and ensuring the teams Ops Ex supports are using the most up-to-date versions of these documents on a scheduled basis (audits).

Job Qualifications

• Bachelor’s Degree or 5 years work experience
• Pharmaceutical or Life Sciences industry experience is preferred.
• Proficiency in PC applications, Microsoft Office suite of products (Word, Excel, PowerPoint, Teams) and Outlook are required.
• Experience with Smartsheet, Lucid Spark and other Project Management tools is a plus.
• Excellent interpersonal skills and the proven ability to work well with all levels of management and staff.
• Excellent organizational and planning skills
• Prior project management experience is required
• Prior experience as a people manager or team leader
• 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.
• Outstanding verbal and written communication skills
• Strong analytical, technical, and problem-solving skills
• Change management/process analysis skills
• Results oriented with track record of high performance
• Willingness to ‘go deep’ in understanding Service Delivery platforms and protocols including new technology
• A strong sense of urgency, deductive reasoning and sound decision making
• Excellent oral and written communication skills with ability to be concise and clear
• Other Requirements
• High level of cultural competence
• Able to work during US standard business hours and be flexible on work schedule and/or extended hours during critical project periods.
• Flexibility to report onsite / in-office frequently, dependent on business and project needs
• Conducive workspace when working remotely at home, which includes ability to receive and make calls during your shift without distraction or noise, work with company provided dual monitors and having appropriate internet speed is required
• Ability to work in a sometimes ambiguous, fast-moving environment, while also driving toward clarity and ability to work independently
• Amenable to work on Hybrid Set up in Mckinley Taguig
• Amenable to work on Night Shift

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.