Sr Director, Client Services - Patient Support COE

This role will report directly to the GM, US & CAN Patient Support COE and leads, directs and coordinates the entire Client Service function for the COE. Directs the strategy, growth, and profitability of the Client Service function. Responsible for the quality of service delivered to clients, ensuring clients obtain maximum value from services. Answers client queries and collaborates with operational teams on execution. 

Responsibilities

• Understand and co-develop the strategic vision for U.S. Patient Support Services by collaborating with Patient Support Leadership Team.  Formulates and administers customer service policies and develops long-range plans for continuous improvement in customer service.
• Meets or exceeds assigned revenue and profit targets by offering and delivering insightful, value-added solutions that address complex client issues.
• Directs and coordinates the customer service and productions/fulfillment activities of the department through subordinate managers and team members.
• Develops budget and reviews analyses of activities, costs, quality, operations, and forecast data to determine department progress toward stated goals and objectives.  Builds, develops, and provides overall leadership for the entire Client Service group.
• Based on in-depth knowledge of industry and client issues, identifies new revenue opportunities at existing and potential clients.
• Confers with Sales, Consulting and Quality to review achievements and discuss required changes in goals or objectives resulting from current status and conditions.
• Ensures that Client Service team is fully staffed, trained and deployed to maximize account coverage.
• Interacts regularly with internal and external senior executives.
• Perform Line Manager activities: Manage staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work, appraising performance, and guiding professional development, rewarding and disciplining employees, addressing employee relations issues and resolving problems. Approve actions on human resources matters. Perform any other appropriate tasks as required by the role.

Minimum Education, Experience & Specialized Knowledge required

• Minimum of 15+ years’ experience in Patient Support Services within the Healthcare industry
• Bachelor’s degree or equivalent experience
• Experience in Customer Service
• Experience developing and managing leaders
• Advanced business knowledge, general management, and leadership capability to lead business or functional teams.
• Ability to lead and influence without direct authority
• Excellent judgment and decision-making skills.
• Ability to engage stakeholders across organization

Additional requirements

Strong collaboration and communication skills, personal accountability, ability to influence outcomes, ability to operate with minimal oversight, pragmatic problem solving, matrix management skills, organizational skills, planning skills, presentation skills, relationship building skills, sensitive to local cultural/business issues, drives vision and direction

#LI-DNI

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

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role, when annualized, is $134,400.00 - $249,600.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.