Team Leader, Client Services

1 week ago

Longueuil, Canada Advarra Full time

**General Summary**:
The Team Lead provides exemplary customer service and serves as the main point of client contact for designated pharmaceutical companies, contract research organizations, and academic medical centers. This position will provide direct client assistance and advisement to facilitate IRB review and translates IRB decisions and processes to clients to maintain continuity and timely communications. The Team Lead provides guidance, support, coaching for all Client Services staff as needed, and also mentors 1-4 Client Services Coordinators.

**Principal Duties & Responsibilities**
- Fulfills all duties and responsibilities of the Sr. CSC role.
- Works with the Senior Manager/ Manager and coordinates with other Team Leads and Senior Specialist (SME) to achieve process improvements and participates in the implementation of departmental and company initiatives and strategies
- Serves as primary Sponsor/CRO and PI/site contact on assigned studies
- Processes daily submissions from assigned clients/accounts and assists Client Services Manager in coordinating daily reassignment of work to other CSCs
- Conducts an administrative review of submissions and interacts with study and site personnel to obtain missing information, resolve issues and meet timelines
- Demonstrates an advanced understanding of multiple types of protocol and site submissions
- Documents and adheres to client requirements (org/protocol notes)
- Proactively provides support to the team by assisting with reassignments
- Processes foreign language translation requests
- Maintains a high level of accuracy and attention to detail; collaborates with the quality control team to ensure a mínimal rate of error
- Completes work within the expected turnaround times
- Escalates any customer or timeline issues to their direct report
- Assists with process improvement initiatives
- Assists with mentoring of junior staff
- Attends conferences and workshops
- Completes assigned training in a timely manner
- Other duties as assigned

**Education**
- Bachelor's degree or five (5) years of equivalent experience in clinical research or healthcare setting preferred
- Certified IRB Professional (CIP) or attainment of CIP within one (1) year of eligibility

**Experience**
- Knowledge, Skills, Abilities
- Must be comfortable independently evaluating a situation, exercising good judgment and discretion, and independently making decisions on matters of significance
- Federal laws and guidelines pertaining to Research and the Human Subject Protections including the FDA and DHHS regulations.
- Intermediate computer skills, including proficiency with MS Office Suite with an emphasis on Word and Outlook
- Ability to communicate clearly and effectively, both verbally and in writing
- Edits work for spelling and grammar, varies writing styles to meet client/company needs
- Ability to multi-task in fast paced environment to manage conflicting demands and priorities
- Detail oriented, including accurate typing skills
- Must have high level of attention to detail, accuracy and thoroughness; time-management and problem-solving skills
- Highly organized and efficient; Process and procedure oriented
- Excellent interpersonal skills to work professionally and effectively with others and provide high levels of customer service
- High level of professionalism and discretion with all communication with clients
- Display a clear attitude of customer service, verbally, visually and in writing
- Ability to follow written and verbal instructions and work independently as required to plan, organize, schedule and complete work within deadlines
- Ability to adapt to changes in office technology, equipment and/or processes
- Demonstrated consistency and dependability in attendance, quantity and quality of work
- Ability to effectively learn and use proprietary system
- Ability to adapt to changes in office technology, equipment and/or processes

**Physical and Mental Requirements**
- Sit or stand for extended periods of time at stationary work station
- Regularly carry, raise, and lower objects of up to 10 Lbs.
- Learn and comprehend basic instructions
- Focus and attention to tasks and responsibilities
- Verbal communication; listening and understanding, responding and speaking

**About Advarra**

**EEO Statement**

Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

**EEO/M/F/Disabled/Vets**

LI-HK1

Equal Opportunity Employer/Protected Veterans/Individuals wi

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