Client Services Lead, Mrt

2 weeks ago

Montreal, Quebec, Canada ICON Full time
ICON, it's our people that set us apart.

Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients' lives.


Our 'Own It' culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity.

We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point.

In short, to be the partner of choice in drug development.

That's our vision. We're driven by it. And we need talented people who share it.
If you're as driven as we are, join us.

You'll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you'll be helping shape an industry.


In collaboration with ICON, Mapi Research Trust is a non-profit, full-service provider, promoting the use of Clinical Outcomes Assessments (COAs) in studies, and encouraging exchanges of Patient-Centered Outcomes (PCO) and Clinical Outcome assessments information among academics, pharmaceutical companies, and health researchers.

Since the mid-90′s we have been collecting and processing PCO information to provide reliable, comprehensive and up-to-date information services.


We offer free and subsidized access to Clinical Outcome Assessments information, licensing and their derivatives for thousands of independent and academic research programs in over 130 countries every year, and we maintain the world's largest library devoted exclusively to COAs.

Through our PROQOLID & PROLABELS databases, we create vital links among those at every level of Patient-Centered Outcomes studies.


The Trust was founded with the mission of centralizing and quickly disseminating reliable, exhaustive questionnaire information to the scientific community.


Mapi Research Trust is the largest single COA licensing provider and the most trusted name in distribution of COA instruments exclusively representing over 600 COAs.


Role:
Client Services Team Lead

Location:
Remote, Mexico, US, CAN


The Team Lead, MRT oversees a team of project and/or operations staff ensuring proper training, risk management and resourcing levels are maintained.


STRATEGIC

  • Actively supports the growth and integration of service areas with ICON's Clinical & Scientific Research (PCS).
Proactively and independently expands knowledge base on constantly evolving industry trends and news and best practices.

  • Maintains acute awareness of the pharma / biotech / medical device industry landscape as it relates to department specific servicerelated trends and challenges and guides awareness for junior staff.
  • Drives understanding and awareness of project team members on the nature of client relationships and supports the building/broadening of these relationships where appropriate.
  • Proactively develops new project management practices and operational systems to drive project efficiencies, quality and risk management.
  • Oversees functional team of project and/or operational staff ensuring proper training and resourcing levels.


Develops and mentors staff through training and coaching opportunities and by creating process guides, best practice documents and other materials.


  • Responsible at the functional team level for the human resource management activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals, employee relations, mentoring, talent/career development, and rewards/recognition based on achievement of goals.

FUNCTIONAL

  • Monitors and ensures PCS staff are providing a level of service and quality deliverables which falls within our high standards
May manage a portfolio of active projects.

  • Identifies and assesses risk in projects and builds in assumptions to the proposal to address those risks.
  • Actively contributes to organizational learning by obtaining internal/external client feedback and tracking issue resolution.
Represents department and/or functional area at internal and external meetings and strategy review presentations/overviews as appropriate

  • Ensures proper training and resourcing levels of staff. Escalates issues to senior management at proper timings.
  • Supports the development of new staff by carrying out designated training plan and serving as a mentor.
  • Maintain departmentspecific project tools and project checklists
Responsible for ensuring compliance with all relevant SOPs, policies and procedures.

Such other duties and tasks as are allocated to you at the reasonable discretion of the Company

Benefits of Working in ICON:
Our success depends on the quality of our people. That's why we've made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against o

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