The Project Delivery Manager leads a team of Fieldwork Coordinators, ensuring projects are completed on time, within the budget and in accordance with the project specifications, while meeting and exceeding client expectations. The Project Delivery Manager is also responsible for working closely with project managers to create and improve existing processes that can lead to team efficiencies, achieving project financial goals and client servicing goals.
The Project Delivery Manager shall work alongside with the panel team to minimize panel attrition and support the company's long-term goals of growing and maintaining the M3 panel.
Essential Duties and Responsibilities:
- Manage, mentor, appraise and develop team members, monitoring team KPI鈥檚 and workload distribution
- Ensure team members are working efficiently and in a collaborative manner, supervising the accurate execution of end-to-end project-related tasks
- Create and execute improvement plans for underperforming team members
- Ensure team members are well trained on project guidelines, policies and procedures and that they are followed according to the given standards. Execute regular audits to evaluate accuracy and work quality
- Give directives, support and manage team members, helping them deliver a high-quality service to internal stakeholders
- Support and guide team members to proactively seek alternative fieldwork and custom recruitment strategies, finding solutions to address response rates and controlling costs on each project
- Ensure team members track, monitor and report on sampling performance and project costs, supporting the improvement of project gross profit and timely delivery
- Provide constructive feedback to the line manager and assist in bringing ideas on areas where M3 project delivery and reporting tools can be improved in their functionality
- Have a clear understanding of each step of the project lifecycle and collaborate with line manager and other department leaders to drive improvements and efficiencies in all aspects of the project
- Ensure team members coordinate multichannel recruitment methodologies for allocated projects, which could include (but not exclusively) email campaigns, calling, desk research, text messages, online advertisement, referral schemes, forums, blogs, patient groups and associations networking and social media
- Proactively check reports to identify projects with partners and ensure all internal Custom Recruitment efforts have been deployed
- Ensure team members are completing project tasks in accordance with the established SLAs
- Have an excellent understanding of the M3 platforms and dynamic audience, emailing and reporting tools to ensure they are used to the best of their capabilities in supporting project deliverability
- Support the execution of client service improvement plans, ensuring collaboration with other members of the team, and providing a consistent and solution-oriented approach across each touch point of the client journey