Ref #: 33222

Employment type: Permanent - Full-Time

Location: United Kingdom

Posted: 13-Dec-2021


As a Line Manager (Operations Manager), you will manage employees ensuring high performance, quality delivery of customer objectives and continuous development. You will foster a culture of process improvement with a focus to add value to the company and assigned customers business aligned to ICONs Values.

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

Line Management:
● Manage induction, orientation and on-boarding of new hires, across both the organization and the customer engagement
● Manage training compliance to both the organization and customer training requirements and learning environments
● Manage annual leave planning and tracking
● Manage expense and time submissions and approvals
Professional Development & Performance Management
● Set SMART goals and objectives in line with direct report’s function, role and customer engagement
● Engage with direct report to create an individual development plan, which builds on experience, skill and competencies, aligned with ICON’s values and culture
● Conduct routine agenda driven 1:1 meetings
● Conduct mid-year and annual reviews
● Support career progression and advancement within the organization
● Manage performance issues through implementation of meaningful performance improvement plans (PIP)
● Complete progressive performance management with effective documentation, when necessary

Customer Relationship Management
● Engender credibility and build trust in expertise and capabilities with customers
● Understand customers’ expectations regarding resource requirements, organizational and cultural “fit” roles and responsibilities and service delivery
● Interview and select resources targeted to customers’ expectations for experience, skills and competencies
● Ensure proactive communication and decision making to meet customer expectations across key performance indicators (KPIs)
● Build customer trust and confidence through transparent issue identification and proactive resolution
● Seek customer feedback on service and deliverables
● Manage contract extensions and rate negotiations, as applicable

Cross Functional Management
● Manage cross-functional delivery to customers, employees and the business
● Engage with cross functional team members to improve service delivery to clients
● Lead cross cultural and virtual teams, influencing and networking effectively in a matrix environment
● Provide operational leadership by setting expectations and ensuring accountability of operational team performance

Business Process Management
● Participate in Business Development activities, as appropriate
● Contribute to process improvement initiatives, as requested
● Up to 20% domestic and/or international travel, as needed

What is required
● Bachelor’s Degree or local equivalent, in life sciences, medicine or related discipline.
● Ideally minimum of five (5) years of relevant clinical research industry experience with ideally at least two (2) years of management experience
● Good interpersonal, organizational and management skills
● Good verbal and written communication skills in English
● Strong computer skills
● Flexibility, time management and prioritization
● Good relationship management and influencing skills
● Ability to operate in a multi-cultural environment
● Due to the nature of the position, the employee may be required to travel. Therefore, dependent on the employee’s location, a valid driver’s license will be required.

What Is Offered
• Permanent full-time contract of employment seconded to one client;
• Fully homebased in England (UK)
• Competitive salary depending on level of skills and experience;
• Company benefits: 25 days annual leave, car allowance, bonus, pension and healthcare.

For more information, please contact me at or ring +33 964 25 67 65.

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.
Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.
That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.