Easter Seals Jobs

Supervisor, Client Services

Location: Office Based Hybrid model - Mexico City - Insurgentes Sur.

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.

The Role:

• Recognize, exemplify, and adhere to ICON's values, which focus our commitment to People, Clients and Performance.

• As a Supervisor, the employee has to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs

• Monitor, communicate, and provide support to direct reports for all key successes / failures, ensuring best practices followed within the department.

• Maintain oversight of key studies and clients managed within their team. Ensure task timelines and milestones met.

• Gather and collate internal and external (sponsor requested) metrics.

• Assist in the update and review of SOPs, to ensure they remain relevant, current, and practiced.

• Recommends policies, procedures, and processes to ensure maintenance of high level of QC and QA.

• Provide technical support to internal and external customers on questions or issues pertaining to department related tasks.

• Approve/Reject Requests and plans the Paid-Time-Offs (PTO) for the team and update Workday system accordingly to ensure enough resources are available on any given day to take care of the daily tasks without exceeding TAT. Plans for OT as and when necessary.

• Maintains accurate monthly performance (Production& Quality) metrics of each member of the team and provides the same to the Line Manager.

• Prioritizes tasks within the applicable department, as needed.

• Supports team’s efforts in managing and tracking assigned activities and tasks.

• Manages the training activities for the new hires as well as for existing staff on any new tasks/processes, as needed.

To be successful in the role, you will have:

• Proven experience as a people leader with a background in training junior members.

• Scientific background degree preferred but not mandatory.

• Ability to work on initiatives and manage time efficiently.

• Strong problem-solving skills and attention to detail.

• Fluent (advanced) English proficiency.

• Excellent communication and interpersonal skills.

• Ability to work effectively in a fast-paced environment.

• Open to work in holidays and flexible hours.

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.