Manager, Client Services Management

2 weeks ago

Singapore FISHER CLINICAL SERVICES PTE. LTD. Full time

**Position Summary**:To lead Client Services project management team to manage client’s clinical studies in Asia Pacific with respect to the packaging and distribution of investigational supplies while ensuring client service levels are met and managed appropriately for growth

**Essential Duties and Responsibilities**:

- Lead and manage the Project Management Team and Order Processing Team.
- Provide guidance, support and direction to ensure team efficiency and effectiveness; and foster collaborative team environment.
- Mentoring, coaching, training, career development, and harness Team Leaders’ leadership Develop training curriculum to enhance the skills and knowledge for client services team; and encourage ongoing learning development. Maintenance and Communication of clinical study database that includes internal pricing, contracts, customs and regulatory updates.
- Ensure timely cross functional communication with Operations and Quality Assurance on study updates allowing studies run with optimal efficiency. Ensure all processes are manage to agreed and specified level through optimal utilisation of all available resources, staffing and etc.
- Set performance goals and expectation for the team and regularly review and evaluate team performance against key performance measurements. These include alerting of time critical shipments, project database integrity and accurate shipment and inventory performance reporting.
- Resolve issues and ensure service recoveries are well monitored, documented and closed on timely manner.
- Continuously review and optimize processes to improve efficiency and effectiveness.
- Review distribution supplier performance, packaging solutions and business-related supplies.
- Collaborate with Business Development in RFQ, RFI management and closing sales.
- Develop responses to RFQ/RFI’s and other business enquiries for existing customer.
- Closely liaise/coordinate with offices across the region to ensure, exchange of market and customer information and to maintain similar service and quality offerings.

**Minimum Requirements/Qualifications**:
Degree holder / Relevant experience in Clinical Trial, Logistics, Supply Chain or Customer Service industry

**Must have Criteria**:

- Excellent written and verbal communication skills
- Possess knowledge and experience in managing customer’s expectation
- Ability to work on a variety of different projects simultaneously
- Ability to work under strict time pressure and manage multiple tasks
- Meticulous attention to detail
- Computer Literate
- Ability to work independently and manage complex problems/ projects by exercising independent decision making.
- Ability to lead a team

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