Client Operations Manager Jobs in Toronto, ON (NOW HIRING)

Red Nucleus is hiring a Resourcing & Operations Manager to join our global Medical Communications team! This is a hybrid role based out of our Toronto office.

Our purpose is advancing knowledge to improve lives. We succeed by being the premier provider of strategic learning and development, scientific advisory services, and medical communications solutions for the life sciences industry. Our global team is composed of nearly 800 full-time employees whose commitment to creativity, quality, and on-time delivery is unrivaled in our space.

At Red Nucleus, we believe in providing a rich working environment that pushes us to innovate in ways that engages our employees to be their best selves. Our culture is about meaningful work, a true sense of community and fun. We love to celebrate our people and we are proud to have been Internationally recognized as a "Great Place to Work".

Job Overview:

The Resourcing & Operations Manager utilizes strong communication, organization, and negotiation skills to bridge the Project Management side of the business to the various production departments within GMC (Design, Animation, Digital, User Experience, Scientific, Editorial), while also supporting various operational responsibilities. The Resourcing & Operations Manager coordinates assigning and resourcing team members to ensure project success, adjusting load balance within the agency management system; they coordinate and track all freelance/vendor contracting and usage; and assist with system management as support for the Director, Operations.

Responsibilities:

• Analyze project demands, resource availability and constraints to develop effective resource allocation plans
  in collaboration with appropriate team leads when necessary
• Assist with maintaining a skills matrix across all departments to be able to successfully assign the proper resources to projects
• Manage and monitor use of all freelance staff to manage work spikes in the business for various roles from illustrators, voice talent, animators, designers, developers, medical writers and editors, photographers, video production, and 3D printers while acting as the primary contact with all freelance agencies
• Maintaining freelance approval and onboarding processes, monitor freelance budgets and provide senior leadership with visibility to spend/allocation through robust reporting
• Control workflow by monitoring production progress and adjust resourcing to support
• Lead regular meetings with relevant departments to review upcoming resourcing picture, identify workload overages, and re-allocate resources to keep production on schedule.
• Assign tasks, provide status updates on outstanding items, and communicate any issues / roadblocks.
• Offer solutions for roadblocks and identify resources for overflow / un-resourced.
• Monitor team utilization and work with department leads to achieve team targets and ensure resourcing alignment on current and future sales pipeline.
• Work closely with the PMO and Capability heads to lead process improvement initiatives within the agency
• Become an expert in our Agency Management System supporting the Client Engagement team internally in terms of communications, planning, resourcing, timelines, budgets, and change management
• Manage 3rd party vendor contracts and relationships
• Utilize systems to generate reports and assist with the development or update of documentation, tools, and resources for various project types (such as templates, standard operating procedures (SOP), estimation tools, etc.)
• Other tasks as needed and delegated by Director, Operations

Education, Experience, Training, and Knowledge

Education:

• BA/BS

Experience:

• 2-5 years related industry experience

Skills & Abilities:

• You utilize strong communication, organization, and negotiation skills to bridge the Project Management side of the business to the various production departments within the agency (Digital Engagement, Creative Services, Shared Services, and Scientific Services)
  and partnering with Client Engagement
• You are comfortable acting as the single point of contact for project leads to assign and resource team members to ensure project success
• You accept and embrace a growth mindset to effectively manage and drive change while communicating with each department and adjusting load balance within the agency management system
• You are constantly seeking areas to improve and refine processes
• You can see the big picture but also understand how the finer details matter when it comes to understanding the project pipeline, being able to leverage the sales data to inform a balanced workload for the teams and hiring decisions across the production departments
• You understand the skills required to execute on a number of tactics across a variety of therapeutic areas
• You have a strong sense of organizational process and its documentation
• Your diverse production background will be an asset
• You are engaging and develop trusted relationships
• Ability to translate vague details into specific to refine the understanding of scope, ballpark costs and validate estimates with cross-functional subject matter experts, and provide assumptions that mitigate risk during the planning and definition phase of a project
• You have a firm understanding of priority to keep team and our clients happy
• You have a growth mindset with the ability to remove roadblocks
• Superb communication skills, humble, efficient to keep everyone on the same page
• Supportive in ensuring the right tasks are getting done by the right people

Diversity, equity and inclusion are valued at Red Nucleus and we believe we have a shared responsibility to provide equal opportunity and foster an inclusive spirit. We do not discriminate on the basis of race, color, national origin, religion, caste, sexual orientation, gender, age, marital status, veteran status, or disability status.

To learn more about working at Red Nucleus, please visitCareers | Red Nucleus
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