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Job Profile Summary

The Site Solutions Lead manages the internal payment processes and site relationships and oversees service delivery, ensuring Sponsor and site satisfaction is achieved. The Site Solutions Lead works in collaboration with the Manager, Site Solutions stabilizing workload and proactively makes recommendations based on business need.  This position is responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with the Client Service Leads and Shared Services. The Site Solutions Lead functions as a subject matter expert for the Site Solutions team.

Essential Functions

• Provides day to day leadership to a team of Site Solutions Analysts and Senior Analysts

• Identifies and communicate opportunities for process improvement to their immediate supervisor

• Ensures support to the clinical trial sites is provided at IQVIA’s levels of excellence through timely resolution of issues that are raised through email and/or phone contact

• Responsible for the oversight and accuracy of timely ticket resolution

• Monitors team member productivity and ensures workload is distributed effectively

• Ensures that team members are effectively trained and acts as the training buddy for all new hire Site Solutions Analysts

• Regularly reviews deliverables metrics and collaborates with Manager, Site Solutions and Site Solutions Analysts to mitigate back log and turnaround time delays

• Meets regularly with Client Service Leads to understand Sponsor expectations, review new business, closing protocols, special projects, and areas of improvement

• Certifies work is SSAE18 compliant were appropriate

• Provides process coaching as needed

• Conducts site outreach in the form of capabilities webinars, surveys, or utilizing other tools as appropriate.;

• Acts as a point of escalation for any issues that may impact service delivery commitments

• Responsible for implementing process standards across the Site Solutions Team

• Other duties as assigned

Experience

Typically requires 2 - 3 years of prior relevant experience.

Education

Bachelor’s Degree in

Business Administration/Management & Leadership, Project Management, or a health-related field preferred, or equivalent combination of education, training and experience that provides the knowledge, skills and abilities to perform the job

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com