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 Parexel's priorities.

Job Responsibilities

Act as the primary point of contact for customers at the account level for FSP programs.
Ensure the effective and efficient delivery of FSP services. 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.
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.
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.
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.
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.
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.
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.
Champion process improvement in enterprise-wide strategic initiatives in partnership with other functions and the Operational Excellence and Delivery Office.

Requirements

Deep experience in FSP leadership and management roles, clinical research operations, customer relationship management.
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.
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.
Strong leadership skills, including the ability to inspire, motivate, and drive high performance.
Capability to collaboratively build relationships across disciplines, including the commercial/operations partnership with the customer, demonstrating high emotional intelligence.
Solid understanding of business development and sales processes combined with operational understanding of quality and compliance management.
Experience in leading business improvement change efforts.
Strong command of written and spoken English language.

Education

Bachelor’s degree or equivalent level of education (science or medical related field preferred) or proven substantial management experience. An advanced degree (science, medical, business) is preferred.

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General Manager, FSP Operations