Manager, Business Support Operations

Parexel is seeking for a Manager, FSP Business Support Operations in Mexico, Argentina and Brazil. We are looking for a candidate with strong analytical skills and project management background. The role will work 100% remote.

The Manager, FSP Business Support Operations, is responsible for overseeing the team of program specialists across the full scope of program support to FSP account teams spanning operations project management, technical setup, financial measurement and tracking, reporting and documentation. This role partners with overall FSP Support Team and account leadership to enable effective and efficient program execution and improved client satisfaction.

Key Accountabilities:

Program Kick-Off and Implementation

Oversee, manage and provide guidance to Program Support team for the following:

• Ensure proper support for technical setup, financial processes, and initial documentation
• Maintain FSP-specific systems and tools in coordination with the FSP account leadership
• Ensure where possible standardized processes and documentation for program setup
• Enable initial maintenance of program documents, tools, and reference sources within Parexel FSP repositories

Oversee, manage and provide guidance to Project Support team for the following:

• Collect, maintain, analyze, and report data related to contracted program-specific deliverables, metrics, and KPIs
• Implement mitigation plans and escalate to FSP Operational Account Lead when necessary
• Maintain program organizational charts
• Add, remove, and update content on SharePoint site
• Evaluate and recommend appropriate clinical information systems for FSP needs. Ensure selected systems comply with regulatory requirements and integrate with existing processes

Program Management and Reporting

Oversee, manage and provide guidance to Project Support team for the following:

• Generate regular performance reports for stakeholders, including project status, milestones, and KPIs
• Deliver project objectives, deliverables, and timelines

Program Financial Management

Oversee, manage and provide guidance to Project Support team for the following:

• Partner with FSP Financial Analyst & Billers to review, finalize and approve Service Fee (SF) Invoices & Pass Through (PT) cost Invoices
• Financial set-up new accounts or new contracts
• Work Breakdown Structure (WBS) Tracking and Summarization
• Expenses w PT costs/invoices (track / reconcile)
• Contract / WO Renewals and CIS
• Client monthly reporting of budget accruals, FTEs, and/or hours by deliverable/task

Program Close-Out

Oversee, manage and provide guidance to Project Support team for the following:

• Ensure financial reconciliation is complete
• Manage system access permissions removal or closure
• Archive internal documents

Line Management

• Manage employee performance through feedback, goal setting, and reviews
• Hire and onboard new employees aligned with customer and Parexel's needs
• Sponsor fit-for-purpose training curriculum and ensure compliance with systems and processes
• Provide coaching and mentoring to foster adaptability, collaboration, and leadership development
• Ensure core set of skills maintained/developed across all Project Specialists
• Enhance engagement and retention through career development
• Lead team through successful adoption of organizational changes

Process Improvement

• Champion process improvement via FSP priorities / initiatives
• Provide input to document best practices for program management and operations
• Encourage process improvement / operational excellence mindset within project specialist team
• Assess data needs and support initiatives for modeling of the data and the reporting tools/systems

Skills:

• Able to work interdependently with a high sense of ownership to deliver support services to internal and external customers via agreed timelines with consistently high quality
• Exceptional analytical skills, with the ability to interpret multiple complex datasets and explain clearly and simply the implications in context of the organizational needs and actions
• Advanced problem solving and judgement abilities, with high attention to detail
• Excellent interpersonal, verbal and written communication skills, as the exchange of information is a significant part of the job
• A flexible attitude with respect to work assignments, new learning and dynamic industry needs
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload
• Willingness to work in a matrix environment and to value the importance of teamwork

Knowledge and Experience:

• At least 5 years of experience in project management support and administrative roles, preferably in healthcare, clinical research or contract research organization; and at least 2 years of experience managing a team
• Solid understanding of how their own role integrates with others in accomplishing the project deliverables and objectives of the area, and practical knowledge of cross-functional/cross departmental interdependencies
• Advanced computer skills required, including advanced knowledge of MS office applications (e.g. use of pivot tables, formulas, macros, dynamic tables, etc.)
• Advanced English level required for non-native English speakers

Education:

• Bachelor’s degree or equivalent degree required