Team Manager, Global Client Delivery

LabCorp is seeking Team Manager, Global Client Delivery to join our Central Labs Services team. In this position, you will be responsible for the coordination and management of a regional team and global client(s) to ensure the successful implementation of the strategy, structures, processes and metrics of the team to deliver outstanding client satisfaction.

This is a remote opportunity.

Responsibilities:

• Supervise the day-to-day operations of the assigned customer or multiple functional team members including but not limited to:
• a) Ensure appropriate resource allocation to successfully implement and execute project plans to achieve agreed upon service levels.
• b) Manage the workload balance within their team and participate in resource management across all global teams.
• c) Ensure the seamless integration of team services.
• d) Ensure the consistent implementation, use, and review of SOPs.
• e) Coordinate and monitor progress to ensure achievement of team goals.
• f) Implement, monitor, and report performance metrics and take corrective action when appropriate.
• g) Effective and timely adherence to management communications, meetings and procedures.
• h) Participate in department or customer strategy execution and communicate strategy to team and/or customer.
• Grow and develop the team including but not limited to:
• a) Ensure the development of a competent workforce to meet growth plans within budget.
• b) Establish and monitor performance objectives for assigned direct reports and taking corrective action where appropriate.
• c) Complete thorough, timely and well-documented performance evaluations and, where applicable, interim progress review for the assigned direct reports.
• d) Accountable for the activities and outcomes of its direct reports, taking corrective actions where appropriate.
• Accountable to instill and manage a culture of continuous improvement, quality, and productivity:
• a) Accountable to monitor and track resolution of all customer complaints, issues and concerns related to the team responsibilities. Manage and ensure the resolution of such instances in collaboration with the Project Management departmental leadership.
• b) Ensure issues are documented and leveraged to prevent repeat occurrence.
• c) Leverage expertise by ensuring the breadth of experiences and liaison network are leveraged.
• d) Ensure all services failures are identified, tracked and resolved in a timely manner. Take preventative action to ensure that the same service failure(s) does not occur again.
• Accountable to ensure the team and department delivers on customer commitments in accordance with World Class Project Management and Service Excellence:
• a) Ensure best practices are applied within the team with regards to budget and risk management.
• b) Ensure systems (eg, Workfront) are updated to accurately reflect workload, timelines, etc.
• c) Lead client relationship activities; adapts depending on the client relationship need.
• d) Ensure management of team and/or customer milestones and proactive communication with customers.
• e) Proactively consult with customers regarding the impact of their decisions. Seek to understand their true needs and how LabCorp can best deliver to their needs.
• f) Understand how each customer defines success and tailor processes and interpersonal approach to best meet customer needs, while balancing the advantages of global consistency.
• g) Leads customer relationship and escalation management.
• Effectively collaborate with others and work across boundaries as necessary:
• a) Assist the project management leadership in managing and supervising the day-to-day operations of the team.
• b) Work with the appropriate Business Development Directors to understand the culture and evolving needs of customer(s).
• c) Works across CLS functions and Business Units to remove barriers and optimize client delivery consistently.

Minimum Experience Required:

• Minimum 3-5 years of people leadership experience in a fast paced corporate/industrial environment

• Excellent written, verbal, and interpersonal skills

• Demonstrated strong customer service skill and strong contribution to teamwork, experienced in building strong client relationships

• Lab experience in a central lab environment is seen as added value

• Demonstrated high degree of initiative and ability to work collaborative

• Demonstrated initiative mindset, ability to identify gaps and action on it

• Proven strength in planning, problem solving, and organization

• Proven record of driving continuous improvement with high