Manager, Client Services and Project Management
SGS North America Inc.

Job Info

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Company Description

SGS is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With over 97,000 employees in 130 countries and operating a network of more than 2,400 offices and laboratories, we provide services to almost every industry by assuring quality and safety of products and services.

Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

Job Description

Summary

The Manager, Client Services and Project Management will manage a team of Client Service Associates, Technical Client Managers, and Project Managers. You will act as a liaison between select major clients and the laboratory as follows: prepare and oversee the preparation and submittal of responses to all Requests for Proposals (RFPs) and complex quotes. Lead your team to collaborate with clients and department heads to prepare project plans, provide status updates of ongoing projects, monitor SGS activities against quote scope, schedule teleconferences and face-to-face meetings as needed, run meetings, generate agendas and meeting minutes, track action items. Ensure pricelists are maintained and accurate with regards to the effort required for work. Give clients technical support and advice where needed to maintain high customer satisfaction that we are the preferred service provider. Manage business-related complaints relating to Service Quality from inquiry to payment received.

Job Functions

• Oversee the Project Managers & Client Services teams across the site
• Ensure that the correct KPIs are established for monitoring projects in collaboration with operations
• Ensure timely delivery of Projects TAT, resource mapping, cost control, and deviation in the scope that might cause deviation in the project plan
• Set annual performance targets for individuals and the team and conduct performance reviews.
• Create a team culture of proactive communication, efficiency and problem-solving
• Inspire team members to constantly improve processes, client relationships, and work delivery
• Ensure project status reports are reviewed and with Project Managers and Business Heads
• Work closely with operation leaders to identify and resolve roadblocks in processes and practices
• Develop and improve process standards that promote efficiency
• Manage the risk, issue, and change resolution process, and work with operational leaders to take corrective action as needed
• Resolve Client issues in consultations with the operations teams
• Manage client communication and participate in client meetings as required for projects with bigger scopes and multi-sites
• Develop effective communication methods with the department heads to discuss performance, successes, concern,s and challenges in meeting due dates
• Develop engaging proposals and templates for future use that meet client requirements including details of what SGS will do /not do in response to inquiries
• Provide technical support to clients in relation to Biopharmaceutical and Pharmaceutical Research & Development, Validation, and Medical Device testing
• Review technical data, documents, and proposals as required
• Manage project scope & prevent project scope creep
• Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner
• When any significant new opportunity with a client is identified, pass this to the sales group so as to ensure the development of this opportunity

Qualifications

• Bachelor's degree in Pharmacy, Biotechnology, Biology, Chemistry, or related science
• 7+ years of experience in the area of pharmaceutical analysis, project management
• 2+ years of supervisory experience

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