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Senior Director, Risk Evaluation and Mitigation Strategy (REMS)

Company: Syneos Health
Location: Somerset
Posted on: April 8, 2021

Job Description:

Senior Director, Risk Evaluation and Mitigation Strategy (REMS) Updated: March 23, 2021
Location: Somerset, NJ, United States
Job ID: 131519 Overview You're driven, resourceful, and above all else - remarkably smart.

You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn't cut it - you've got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you're known for your good nature. You'll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door. Responsibilities This opportunity is with our--Deployment Solutions team, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry. More specifically:
The Senior Director, Risk Evaluation and Mitigation Strategy (REMS) is responsible for the overarching customer service strategy, operations, development, and execution of all REMS Call Center operations. The position is accountable for assuring the meeting of all Performance Guarantees and Service Level Agreements and assuring customer and client satisfaction. This role is responsible for contributing to and driving the vision, strategy and operations of REMS Call center. The Senior Director will also work closely with peers across all functions to drive opportunities for growth and improvements in operational processes. Responsible to effectively leverage technology and business resources to achieve REMS organization objectives and all customer contact initiatives. More specifically:

  • Responsible to develop a department that is viewed by business colleagues and customers as valued and knowledgeable partners who excel at anticipating and responding to the varied needs of our clients and customers.
  • Facilitate a culture of accountability/collaboration by serving as the primary liaison between all Syneos Leaders, Syneos Health internal partners (Business Development, HR, Commercial Capabilities, Client Services) and client stakeholders (Brand Team, Marketing, Commercial Operations, Medical Information, Drug Safety) to identify scalable business practices and to problem solve potential barriers to effective execution.
  • Responsible to set and drive the overall Call Center REMS strategy
  • Responsible for operating REMS Call Center budget
  • This team will manage the CRM, workforce management, program quality, and inbound/outbound phone coverage
  • Be in attendance and act as the subject matter expert on customer pitches
  • Work with Business Development to identify and close new business opportunities
  • Meet regularly with direct reports in one on ones and in regular staff meetings
  • Provide leadership through the setting of department vision and strategy
  • Maintain and improve REMS call center operations by monitoring system performance; identifying and resolving problems; managing process improvements, ensuring adequate business continuity coverage and quality assurance programs
  • Ensure effective achievement of performance metrics including quality targets, compliance, and productivity goals and collaborate on development of REMS program KPIs, SLAs, goals, and objectives at all levels and appropriate measures to ensure successful achievement.
  • Work with department leadership to analyze operations of the REMS call center and implement efficiency improvements
  • Work with other suppliers in conjunction with REMs call center operations and deliver.
  • Implement and review policies and operating structures of the REMS call centers to achieve our department objectives
  • Lead strategies to enhance electronic transactions with internal and external customers to reduce manual work
  • Develop financial goal setting and set budget targets within the REMS line of business
  • Be available to customers, auditors, and other stake holders
  • Other duties as assigned Job Requirements Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:
    • Bachelor's degree is required; Master's degree or higher preferred
    • Ten years or more demonstrated experience at Executive level within REMS pharmaceutical operations
    • Ability to identify strategies with greatest business impact, formulate appropriate business plans within the approved strategy, and direct the team to execute the plan.
    • Excellent written, oral, and presentation skills
    • Effective leadership and analytical skills including working knowledge of budgets, staffing models, scheduling, and telecom opportunities
    • Exceptional ability to develop and manage results-oriented recruiting and training programs
    • Strong mentoring and relationship building skills with ability to effectively manage large groups
    • Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives
    • Technology skills to include: Salesforce, Cloud based telephony, Microsoft Outlook, Word and Excel
    • Position will be based in ; travel is required as needed
    • The drive for self-development, the ability to collaborate, and an action -oriented work ethic Full Syneos Health Selling Solutions benefits which include:
      • Generous paid time off and company paid holidays
      • Domestic Partner Coverage for: medical, dental, vision, and voluntary life insurance
      • Company Match 401K - $0.50 per dollar up to 9% of salary
      • Eligible to participate in Employee Stock Purchase Plan
      • Flexible Spending Accounts: Health Care and Dependent Care
      • Company-paid Basic Term Life Insurance at 2x base salary
      • Optional Supplemental Term Life Insurance (100% employee paid): for employee, spouse/domestic partner, and children.
      • Company-paid Short and Long Term Disability
      • Optional Supplemental Short and Long Term Disability (100% employee paid): employee only
      • Employee Assistance Program
      • Dedicated training and support At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

        Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you're essential in solving and executing against today's toughest commercialization challenges facing the world's leading healthcare companies. From the very beginning, you'll be supported by team members who, like you, aren't afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.

        WORK HERE MATTERS EVERYWHERE - How will you accelerate biopharmaceutical commercialization? Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled) Discover what our 24,000 employees already know: work here matters everywhere. We work hard, and smart, all in the name of getting much-needed therapies to those who need them most. A career with Syneos Health means your everyday work improves patients' lives around the world. Selecting us as an employer secures a career in which you're guaranteed to: Syneos Health is the only fully integrated biopharmaceutical solutions organization. Our company, including a Contract Research Organization (CRO) and Contract Commercial Organization (CCO), is purpose-built to address new market realities where clinical and commercial share expertise, data and insights to accelerate biopharmaceutical performance. Phone: 919 876 9300
        Fax: 919 876 9360
        Toll-Free: 866 462 7373 Syneos Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, marital status, ethnicity, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability or any other legally protected status and will not be discriminated against. If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, including the use of this website, please contact us at: Email: jobs@incresearch.com One of our staff members will work with you to provide alternate means to submit your application.

Keywords: Syneos Health, Fall River , Senior Director, Risk Evaluation and Mitigation Strategy (REMS), Executive , Somerset, Massachusetts

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