Manager FSP The Netherlands

Customer Delivery and Success

• Responsible for direct interaction with the customer points of contact (s) (PoC) on service delivery for their team members (direct reports). Develops and fosters strong, collaborative relationships with customers at a local level, promoting high levels of trust and satisfaction
• Manages performance and daily activities of multifunctional team members to excel in service delivery and compliance with agreed-upon KPIs; develops and executes mitigation and remediation plans for non-compliance as needed
• Participates in managing the resource availability for their team members to ensure they are suitably resourced and resource needs are identified in a timely fashion; resolves potential resourcing conflicts to facilitate mutually beneficial resolutions
• Solicits feedback from customer PoC (s) for continuous improvement of service delivery and to strengthen customer relationships
• Proactively communicates and manages customer issues through assigned escalation channels
• Ensures quality and adherence to Standard Operating Procedures/Work Instructions (SOP/WIs) and compliance with federal and local guidelines and ICH GCPs
• May conduct oversight visits as required for Clinical Research Associates
• Responsible for all system updates, and compliance to systems and relevant procedure and practices applicable to the customer and Syneos Health processes

Business Impact

• Proactively discusses resource needs with customers, driving growth at a local account level
• Makes informed and data-driven decisions of their team members that result in positive impact on overall business unit performance
• Listens to customer and shares knowledge across the business unit in order to disseminate best practices and lessons learned in support of the overall FSP 360 operating model
• Drives revenue by attracting, selecting and retaining the right talent
• Continues to assess and places talent on projects leveraging core competencies, margin impact and alignment to customer requirements
• Attends and participates in FSP360 account meetings as well as regional management team meetings and Town Hall.

People Leadership:

• Provides line management to FSP360 team members
• Responsible for active management of team members’ performance through the established Syneos Health process, including goal setting, mid-year reviews, year-end evaluations and implementation of performance improvement plans as necessary
• Verifies that team members adhere to training guidelines, maintain their training records and individual and corporate training needs are identified and addressed
• Provides administrative oversight (for example, HR processes, timecards, expense reports)
• May be involved in assignment of project work and will review workload and utilization for all their team members
• Supports team members’ professional development through coaching, providing opportunities to increase knowledge and skill levels, and by delegating tasks commensurate with skill level. Supporting and advocating for team members to develop their Individual Development Plans
• Proactively works to ensure team members’ engagement, retention and turnover rates remain within expected levels. Recognizes team members while encouraging a culture of accountability
• Demonstrates commitment to diversity, equity and inclusion through continuous development of all staff, modeling inclusive behaviors and proactively managing bias

We are looking for a new colleague with the following:

• Bachelor’s degree in life sciences, nursing degree, or equivalent related experience
• Extensive clinical research experience in a contract research organization, pharmaceutical or Biotechnology Company, including some time in a leadership capacity or equivalent combination of education, training and experience is required.
• Extensive knowledge of GCP/ICH guidelines and other applicable regulatory requirement
• Excellent communication, presentation, interpersonal skills; both written and spoken, with an ability to inform, influence, convince, and persuade.

• Fluency in both Dutch and English
• Strong time management, technical and organizational skills. Ability to work independently and within a team environment.
• Creative problem solver who is self-motivated, flexible, open to change, collaborative, and possesses a customer-centric mindset
• Knowledge of basic financial concepts as related to forecasting and budgeting.
• Must demonstrate good computer skills and be able to embrace new technologies
• Ability to travel as necessary (up to 25%)