DOCS Operations Manager
ICON plc
Mexico City
hace 3 días


Effectively manage Contract Placement Consultants (CPCs), ensuring high performance, quality delivery of client objectives and continuous development of DOCS CPCs.


The responsibilities of the Operations Manager include, but are not limited to :


  • Complete DOCS induction and orientation for newly employed CPCs.
  • Ensure client-specific induction and orientation is planned, communicated and completed.
  • Establish goals and objectives for each CPC.
  • Monitor performance and conduct annual appraisal for each CPC, as applicable.
  • Conduct regular 1 : 1 meetings with assigned CPCs.
  • Ensure timely submission and approval of time reports, expense reports and leave requests for assigned CPCs.
  • Manage non-rechargeable expenses for assigned CPCs, per regional guidelines.
  • Create a positive relationship between DOCS, the CPC and the client to ensure retention.
  • Conduct accompanied site visits, if applicable / approved.
  • Ensure timely identification, resolution and escalation of issues.
  • Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
  • Monitor and update relevant CPC data in OMNI.

  • Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
  • Obtain regular client feedback to ensure CPCs are meeting performance expectations and PDPs are aligned with client goals.
  • Agree Key Performance Indicators (KPIs) with client and periodically review results.
  • Ensure compliance with time and expense reporting requirements of client contracts.
  • Collaborate with client to forecast resource requirements.
  • Ensure DOCS understands current client procedures and expectations.
  • Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.

  • Participate in Business Development activities, as appropriate.
  • Contribute to process improvement initiatives, as requested.
  • Up to 20% domestic and / or international travel, as needed.
  • Other duties as assigned.
  • Senior Operations Managers will perform these job functions and responsibilities across

    complex and diverse CPC assignments and strategic client relationships.

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