Senior Manager Business Excellence, MLR & Content Solutions
Full Time • Fully Remote - US
Responsive recruiter
Primary Purpose and Function:
The Senior Manager – Business Excellence, MLR & Content Solutions manages quality for all MLR & Content Solutions pharmaceutical and life sciences accounts and team members. Responsibilities include assisting with client on-boarding, providing internal training of staff, and assisting MLR Leadership with general quality control in MLR & Content Solutions.
The Senior Manager – Business Excellence, MLR & Content Solutions manages quality for all MLR & Content Solutions pharmaceutical and life sciences accounts and team members. Responsibilities include assisting with client on-boarding, providing internal training of staff, and assisting MLR Leadership with general quality control in MLR & Content Solutions.
Essential Functions and Responsibilities:
New Hire Training and New Engagement Quality Control -
· Manage and facilitate departmental new hire training in partnership with Corporate Operations
· Provide collated feedback on new hires, identify areas of continued focus, work with managers to ensure new hires are positioned for success
· Continue to design and enhance new hire training
· Assist with on-boarding activities for new client engagements, including on-boarding calendar creation and proactive monitoring for quality
· Conduct 30/60/90 evaluations on new hires
Ongoing Training and Quality Control –
· Develop and manage continual internal feedback processes including but not limited to manager 1:1 and group meetings, data collection and reporting to leadership, internal process improvement suggestions
· Schedule and administer regular touch points with client stakeholders, including initial 3-month check-ins, to ensure satisfaction
· Develop recurring information sharing plan (i.e. monthly huddle, newsletter, etc.) to share best practices
· Develop and maintain a schedule for meeting observation and providing feedback (internal and client facing)
Recruiting –
New Hire Training and New Engagement Quality Control -
· Manage and facilitate departmental new hire training in partnership with Corporate Operations
· Provide collated feedback on new hires, identify areas of continued focus, work with managers to ensure new hires are positioned for success
· Continue to design and enhance new hire training
· Assist with on-boarding activities for new client engagements, including on-boarding calendar creation and proactive monitoring for quality
· Conduct 30/60/90 evaluations on new hires
Ongoing Training and Quality Control –
· Develop and manage continual internal feedback processes including but not limited to manager 1:1 and group meetings, data collection and reporting to leadership, internal process improvement suggestions
· Schedule and administer regular touch points with client stakeholders, including initial 3-month check-ins, to ensure satisfaction
· Develop recurring information sharing plan (i.e. monthly huddle, newsletter, etc.) to share best practices
· Develop and maintain a schedule for meeting observation and providing feedback (internal and client facing)
Recruiting –
• Contribute to recruiting, interviewing, and hiring initiatives in MLR & Content Solutions
• Assess candidates and make recommendations
Ongoing -
· Maintain open lines of communication with key stakeholders
· Maintain quality and consistency of service
· Assist MLR & Content Solutions leadership in new client SOW development and Capabilities Presentations, when needed
· Proactively solicit internal and external feedback
· Assist MLR Leadership with QBRs
· Assist MLR Leadership with Manager skill enhancement
Knowledge and Skills:
· Project management and analytical skills, including strong organization, prioritization, and problem-solving skills, strong oral, verbal, and interpersonal communication skills
· Experience interacting with personnel of multiple departments and at various levels in the organization
· Ability to demonstrate strong customer service skills
· Competent in MS Office products, efficient in email and internet applications:
· Competent in Zoom services (or similar service) and Adobe Acrobat
· Subject Matter Expert (SME) in client specific software and processes
· SME in Industry best practices
· High accuracy in work and attention to detail
· Proven oral and written skills required
· The ability to travel and work on-site for, if required
· Project management and analytical skills, including strong organization, prioritization, and problem-solving skills, strong oral, verbal, and interpersonal communication skills
· Experience interacting with personnel of multiple departments and at various levels in the organization
· Ability to demonstrate strong customer service skills
· Competent in MS Office products, efficient in email and internet applications:
· Competent in Zoom services (or similar service) and Adobe Acrobat
· Subject Matter Expert (SME) in client specific software and processes
· SME in Industry best practices
· High accuracy in work and attention to detail
· Proven oral and written skills required
· The ability to travel and work on-site for, if required
Employment Criteria:
· A minimum of three years employee at Canopy
· Senior Coordinator or Manager level
Salary commensurate with experience.
· A minimum of three years employee at Canopy
· Senior Coordinator or Manager level
Salary commensurate with experience.
This is a remote position.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
At Canopy, we help companies speed science from pipeline to people with end-to-end expertise and seamless support along the drug development journey. We provide both strategic and tactical solutions in the areas of MLR & Content Solutions, Medical Review, Medical Talent Solutions, Regulatory Affairs, Regulatory Operations, and Veeva Solutions. Together, we partner with our customers to deliver the on-demand expertise, technology, and service to catalyze their progress and get their product to the patients who need it, sooner.
Our culture of one of empowerment, everyone in our company has a voice and plays a role in the success of the business and a role in developing our values and behavior. We recruit, train and develop people to ensure the very best for our client partners.
Our culture of one of empowerment, everyone in our company has a voice and plays a role in the success of the business and a role in developing our values and behavior. We recruit, train and develop people to ensure the very best for our client partners.
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