Team Leader, Customer Support & Project Management

Purpose The Team Leader's responsibilities include overseeing the Customer Support & Project Management team and supporting the consistent delivery of the global project management strategy, ensuring projects are on time, within budget, and strictly within the client's agreed scope. This involves overseeing all aspects of the team’s projects, monitoring operational processes, and ensuring reports and project-supportive documents are prepared by key business stakeholders.

Acting as a proactive commercial guardian, the Team Leader protects project margins and ensures operational SLA compliance across the board. Furthermore, the Team Leader ensures that client projects meet and exceed expectations, inspires the team to deliver service excellence, and seamlessly coordinates with cross-functional departments to implement Oximio's global objectives and Quality policies.

Responsibilities

• Responsibility 1: People Management
• Leading Customer Support & Project Management Team to achieve project goals and objectives of Oximio and exceed the client`s expectations while processing the client orders.
• Continuously monitoring team members' communication metrics in the CX system, particularly First Response Time and Response Violation. Proactively intervening, reallocating workload, or acting as an escalation point when potential delays or SLA violations are identified.
• Training the team to adhere to relevant SOPs, Wis, global standards such as GxP, ISO, Oximio Quality policies, and other essential knowledge to build a performance-oriented team.
• Assess and coach the team in the context of personal development and career progress, as well as help develop soft skills required for project management: organizational skills, communication, orientation on solution, and optimism during project management.
• Workload assessment and planning, recruiting and performance evaluation, retention program and development of the team.
• Defining objectives for the Customer Support & Project Management teams in alignment with the department and company strategy, while taking into account each team member’s grade, skills, and knowledge
• Responsibility 2: Project Management
• Developing and implementing project management processes and procedures.
• Acting as the "Country Champion" for designated regions, providing specialized local operational knowledge, guiding regional strategy, and serving as the ultimate Subject Matter Expert (SME) for country-specific project challenges.
• Ensure each project has the correct procedures, activities and documents at each stage of the project (initiation, start-up, execution, project closure).
• Ensure each Project aligns with contract requirements, with international quality standards (ISO, GxP and others) as well as the Oximio Quality system, regional and international legislative requirements and address any adjustments requirements. Manage changes to the project scope, schedule, and cost using appropriate verification techniques.
• Developing project logistics design, timelines, and budgets. Monitoring project progress and identifying potential issues.
• Communicating with stakeholders and team members to ensure project success
• Manage project resources, including personnel and operational readiness to execute the project; collect customer needs and initiate project solutions with all cross-functional teams.
• Ensuring project deliverables are completed on time, within budget, and to the required quality standards
• Facilitating team meetings and providing regular updates to stakeholders
• Support the investigation of non-conformities, customer complaints or incidents and define corrective action where required.
• Ensure the team performance complies with relevant local regulations and ensure the correct documentation is available as part of the standard project set-up.
• Backing up Head of Customer Support & Project Management where needed Requirements Qualification and Experience Qualification Team Leader, Clinical Trial Operations (Customer Support & Project Management division) shall have one of the listed qualifications:
• Bachelor's or Master's degree in project management or a related field
• Qualification or Certification in Clinical Trials or pharmaceutical related field
• Qualification or Certification in Foreign trade and/or logistics field. Experience
• Several years of experience in project management, Clinical Trials, or Logistics. People management experience is strongly required. Skills, Knowledge, and Special Qualities
• Strong leadership and communication skills
• Experience leading a team of project managers
• Knowledge of project management methodologies, tools, and techniques
• Ability to manage multiple projects simultaneously
• Strong problem-solving and analytical skills
• Attention to detail and ability to work under pressure
• Ability to build and maintain relationships with stakeholders and team members
• Proficiency in MS Office, WIMS , and Customer Experience software Measurements
• Team Leader metrics should stay closer to delivery, team effectiveness, compliance, and client satisfaction, execution oversight, tactical alignment, ensuring Experts/Coordinators deliver smoothly.
• Project quality score (measured via audit results, error rates, or compliance findings).
• Team member development (percentage of team members progressing toward higher competency levels, certifications, or promotions).
• Engagement & retention (turnover rate, team satisfaction survey results).
• Resource allocation efficiency (capacity planning accuracy, avoidance of over- /understaffing).
• Escalation rate (number of client escalations vs. resolved at team level).
• Internal stakeholder feedback (Director, peers, cross-functional leaders).
• Implementation of process improvements (number of Lean/Agile initiatives driven or adopted).
• Adherence to Customer Support & Project Management standards (compliance with governance framework).
• Knowledge sharing (contribution to knowledge base, training sessions led).