General Manager Management/Operations

At Parexel we all share the same goal - to improve the worlds health. From clinical trials to regulatory consulting and market access every clinical development solution we provide is underpinned by something special - a deep conviction in what we do. Each of us no matter what we do at Parexel contributes to the development of a therapy that ultimately will benefit a patient. The FSP (Functional Service Provider) General Manager (GM) provides strong leadership and oversees strategic operational and financial management of FSP programs for a key customer account. The GM ensures high-quality cost-effective services drives business growth maintains customer relationships and ensures regulatory compliance. Through leadership collaboration and resource optimization the GM promotes operational excellence customer satisfaction and overall success. The GM works closely with the Commercial Account Lead and FSP Program/Functional Leads to drive growth aligned with account strategy and Parexels priorities.

Business Operations
Act as the primary point of contact for customers at the account level for FSP programs.
This includes establishing and maintaining quality management systems functions performance metrics implementing process improvements and ensuring adherence to regulatory requirements and industry standards.
Accountable for the financial aspects of the FSP account including budget planning resource allocation cost management and financial reporting. This involves ensuring profitability (revenue hiring and margin targets) monitoring customer contracts and identifying opportunities for cost savings or revenue generation.
Manage the assigned staff to the FSP account including identifying staffing needs recruiting and selecting team members assigning resources to projects reviewing invoicing and optimizing resource utilization. Collaborate effectively with other functional areas across Parexel to ensure seamless integration and coordination of services for the customer.
Advise and provide strategic direction to functional/program leads on overall margin improvement opportunities at account level including labor cost of the billable FTE and overhead costs.

Account Management and Growth Strategy
Develop and implement the strategic direction for the FSP account aligned with the overall goals and objectives of the customer account and Parexel. This includes setting operational priorities identifying opportunities for growth and expansion of roles and services into other functional areas and establishing performance targets.
Define customer specific needs and improvement areas across the FSP account in alignment with their strategic priorities and our capabilities. Ensure the overall satisfaction of the customer.
Build nurture and maintain key FSP account leadership relationships and communication with customer and internally.
Engage FSP customer and internal key stakeholders (inclusive of executive C-Level) in regular governance meetings to review account status and performance.
Engage handover from pre-award to post-award as the primary account point of contact for the FSP customer.
Maintain extensive knowledge of customer pipelines/ products/ growth strategies.

Delivery Oversight & Performance Monitoring
Account level oversight for all aspects of FSP operational delivery including timely and quality delivery across customer portfolio.
Drive operational excellence within the FSP account through best practices SOPs and performance metrics. Foster a culture of continuous improvement define monitor and report on KPIs address operational challenges and support year-over-year improvement in efficiency quality risk mitigation and delivery outcomes in collaboration with program/functional leads.
Develop & maintain executive summary of operational performance for portfolio of programs across the FSP account.

Business Development
Assume accountability for identifying and pursuing new FSP business opportunities within existing accounts. Collaborate with the Commercial Account Lead and FSP Solution Consultants to engage customers negotiate agreements and drive overall FSP growth in support of account targets.
Define the FSP Strategic Account growth strategy customer engagement level and objectives aligned with corporate goals and the broader account strategy. Take the lead on repeat business opportunities including RFP/BDM and provide subject matter expertise for proposals and bid defense meetings.

Line Management
Manage employee performance through continuous feedback goal setting and performance reviews. Strengthen project delivery and employee satisfaction.
Effectively hire and onboard new employees selecting high-caliber candidates aligned with customer and Parexels needs. Sponsor a fit-for-purpose training curriculum and ensure compliance with systems and processes.
Provide coaching and mentoring that fosters adaptability collaboration and next-line leadership development.
Enhance engagement and retention through career development team engagement and proactive guidance.
Lead team through successful adoption and implementation of organizational changes.

Process Improvement
~ Champion process improvement in enterprise-wide strategic initiatives in partnership with other functions and the Operational Excellence and Delivery Office.

Deep understanding of FSP environment at the market and customer level (pipelines/finances/ etc.).
Strong understanding of financial management including budgeting forecasting and cost control.
Strong leadership skills including the ability to inspire motivate and drive high performance. collaboratively build relationships across disciplines including the commercial/operations partnership with the customer demonstrating high emotional intelligence.
Solid understanding of project and portfolio level financial reports (Rev/NBA/Margin).
Ability to define KPIs analyze performance track metrics and generate accurate reports.
Proficiency in portfolio/account strategy planning.
Ability to set clear performance expectations establish metrics and goals conduct regular performance evaluations and provide ongoing feedback.
Leverage analytics for strategy negotiations and effective solution implementation by analyzing information considering alternatives and implementing effective strategies.

Proven substantial expert project management experience preferably in healthcare clinical research or contract research organization.
Deep experience in FSP leadership and management roles clinical research operations customer relationship management.
Understanding of business development and sales.
An operational understanding of quality and compliance management
Experience in leading business improvement change efforts.
Strong command of written and spoken English language local language proficiency as required.

Bachelors degree or equivalent level of education (science or medical related field preferred) or proven substantial management experience. Advanced degree (science medical business) desirable.