Manager, PCT Support Operations
Bengaluru, India
6d ago

Essential Functions

  • Defines and implements procedures and processes to monitor and control the production process flow to ensure on-time product delivery.
  • Establishes and maintains a work schedule to provide production support on all platforms.
  • Trains all production analysts in all aspects of the support function.
  • Performs ongoing analysis and evaluation of existing processes with the objective of providing continuous improvement.
  • Ensures that all newly-developed products can be supported within the production environment.
  • Performs the production support function in cases where workload or staffing require.
  • Acts as SME to support an off-shore or global production team and may advise on the scheduling of day to day activities to ensure high quality, accurate and timely deliverables which meet requirements.
  • May direct / coordinate the day to day activities of an off-shore production hub, to ensure high quality, accurate and timely deliverables which meet requirements.
  • May provide direct support to client facing teams, business line initiatives or 3rd parties
  • May serve as a secondary escalation point for directing and resolving exceptions and complex queries.
  • Qualifications

  • Degree or equivalent education and work experience required
  • Two (2) years experience in the IQVIA production environment required
  • Previous experience in a supervisory or lead role required
  • Proficiency in incident and problem management as used by IQVIA required
  • Analytic and creative problem solving skills required
  • Focus on data quality and accuracy required
  • Demonstrated communication skills with a customer service focused approach
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