Ref #: 28096

Employment type: Permanent - Full-Time

Location: Ontario, Toronto

Posted: 31-Mar-2020


Line Management
• Manage induction, orientation and on-boarding of new hires, across both the DOCS organization and the customer engagement
• Manage training compliance to both DOCS 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 DOCS organization
• Manage performance issues through implementation of meaningful performance improvement plans (PIP)
• Complete progressive performance management with effective documentation, when necessary


• 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 in DOCS through transparent issue identification and proactive resolution
• Seek customer feedback on service and deliverables
• Manage contract extensions and rate negotiations, as applicable

• Manage cross-functional delivery to customers, employees and the DOCS 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

• Participate in Business Development activities, as appropriate
• Contribute to process improvement initiatives, as requested
• Up to 20% domestic and/or international travel, as needed
• Other duties as assigned

To perform this job successfully, an individual must be able to perform each job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

• Bachelor’s Degree or local equivalent, in life sciences, medicine or related discipline.

• Experience:
• Minimum of five (5) years of relevant industry experience
• Minimum of two (2) years of management experience
• Ability to liaise successfully with customers, DOCS employees and other departments (team work)
• Demonstrate ability to identify, analyze and solve problems
• Good interpersonal, organizational and management skills
• Good verbal and written communication skills in English and local language
• 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.
• This position will be office-based or home-based depending on the regional structure.

Operations Manager will demonstrate Basic/Proficient skills, knowledge and behaviors across the existing OM competency framework.
Senior Operations Manager will demonstrate Advanced / Expert skills, knowledge and behaviors across the existing OM competency framework.

DOCS is the FSP division of ICON Clinical Research. We provide global strategic resourcing and FSP services to the biopharmaceutical and medical device industries. Founded in 1997, DOCS has grown to become the premier resourcing provider for the clinical development industry.

DOCS is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.