The Team Supervisor is responsible for the coordination and supervision of a Regional Study Management team. The Team Supervisor contributes to the successful implementation of the strategy, structures, processes and metrics in order to deliver outstanding customer satisfaction.
Essential Job Duties:
1. Supervise the day-to-day operations of the assigned client 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 the Study Management team services.
d. Ensure the consistent implementation, use, and review of SOPs.
e. Coordinate and monitor progress to ensure achievement of Study Management goals.
f. Implement, monitor, and report performance metrics and take corrective action when appropriate.
2. Grow and develop the Study Management 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.
3. Instill and manage a culture of continuous improvement, quality, and productivity:
a. Monitor and track resolution of all client complaints, issues and concerns related to the portfolio of its assigned direct reports. Manage and ensure the resolution of such instances in collaboration with the Team Manager.
b. Ensure issues are documented and leveraged to prevent repeat occurrence.
c. Leverage therapeutic area expertise by ensuring the breadth of experiences and liaison network are leveraged.
4. Ensure the team and department delivers on client 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, PST) are updated to accurately reflect workload, timelines, etc.
c. Ensure management of study milestones and proactive communication with clients.
d. Proactively consult with clients regarding the impact of their decisions. Seek to understand their true needs and how Covance can best deliver to their needs.
e. Understand how each client defines success and tailor processes and interpersonal approach to best meet client needs, while balancing the advantages of global consistency.
5. Effectively collaborate with others and work across boundaries as necessary:
a. Assist the Global Team Manager in managing and supervising the day-to-day operations of the global Study Management team.
b. Work with the appropriate Business Development Directors to understand the culture and pipeline of assigned customer(s).
c. Works across CCLS functions and Covance Business Units to remove barriers and optimize client delivery consistent with a perspective of One Covance.
6. Other duties as assigned.