Description
The Engagement Center Risk Evaluation and Mitigation Strategy (REMS) Associate Director is responsible for the execution, management, and development of client teams to execute and drive the growth and profitability of assigned programs(s). This individual is the REMS Engagement Center's primary point of contact and is responsible for maximizing the team's achievement of successful operations, performance metrics/SLAs, and quality scores of assigned REMS program(s). The REMS Associate Director is accountable for day-to-day managerial oversight of personnel, all assigned programs from conception to close out, overseeing implementation, operations, staffing relationships, issue resolution, escalation response, and mitigation, and identifying opportunities and solutions to enhance program performance and new capabilities.
You will:
-Act as the first point of contact and Engagement Center subject matter expert for client projects, in collaboration with line management and Engagement Center Leadership.
- Communicate regularly with Engagement Center Leadership and develop, maintain, and grow business relationships.
- Identify opportunities, mitigate risk, and drive growth.
- Recommend positive solutions toward increasing productivity and improved operational efficiency.
- Effectively manage multiple client projects and flexibility to manage complex and/or evolving teams.
-Integrate with Engagement Center Leadership and collaborate across multi-functional teams to ensure a collaborative approach to support EC success.
- Proactively recommend solutions to enhance the Engagement Center performance, leveraging Deployment Solutions capabilities and other services as appropriate to support client competitiveness.
- Identify opportunities to complement the client's capabilities with Syneos Health capabilities to further strengthen the partnership.
-Facilitate a culture of accountability through ongoing cadence discussions with Syneos Health internal partners (Business Analytics, HR, Commercial Capabilities, Operations Management, and Client Services) to identify scalable business practices and to problem solve potential barriers to effective execution.
-Accountable for the execution and delivery of all services outlined in assigned program(s).
- Monitor and adhere to timelines for each assigned program.
- Collaborate on incentive compensation plan design and oversee plan administration.
- Responsible for recruiting, hiring, developing, and retaining engagement center representatives and first-line managers.
- Ensure a high level of service to our clients and that we are effectively communicating and maximizing client satisfaction by monitoring feedback and developing solutions for the prompt resolution of any issues.
- Manage and develop direct reports.
- Foster an environment that rewards accomplishment and encourages the advancement and retention of productive employees.
Essential Requirements:
- BA/BS minimum required
- 5+ years of experience in Engagement Center/Contact Center or Project Management leadership
- 2+ years of pharmaceutical or healthcare experience
- Engagement Center/Contact Center capabilities knowledge
- Proven leadership skills with conflict management and problem-solving skills
Desired Requirements:
- 2+ years of REMS program experience
- Success leading, managing & coaching first line managers
- Strong project & account management skills
At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.
Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.
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Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)
Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.
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