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Associate Director, Operations (EU Ops)

Salary: £55,000 - 60,000 per year
Location: Hammersmith
Company: M3
Hours: Full time
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As an Associate Director, Operations (EU Ops) with M3 Global Research you will be successfully running a dedicated PM Team within our global business.

Responsibilities will include;-

  • Ensuring successful day-to-day running of your Team
    • Proactively manage stakeholder expectations with Sales/Management/Clients
    • Foreseeing operational challenges and providing effective communications to the Ops Director
    • Provide second line support to project managers
  • Management of projects and project managers
    • Line manage direct reports
    • Monitor overall team KPIs and maintain workload distribution equality
    • Hold annual reviews and provide development plans
    • Provide first line support to direct reports
    • Identify and action training plans

Ensuring Project Success

  • Ensure quantitative projects are delivered to budget, timelines, and client satisfaction within your team
    • Support team on project plans and monitor implementation
    • Provide action plan and suggestions promote a positive attitude
    • Coordinate with relevant stakeholders on project basis to ensure smooth teamwork
  • Step in on projects, as and when required
  • Turn around “off track” projects into “on track” projects

Ensuring Structural and Procedural Integrity

  • Ensure your team is following established processes including but not limited to
    • In dealing with other departments
    • Following industry guidelines
    • Accuracy in admin, in particular accuracy on billing and it’s timeliness
  • In case of non-compliance arrange for corrective action
  • Arrange for appropriate training of team members
  • Ensure collaboration with the other team heads

Proactivity and Improvement

  • Ensure quantitative team can offer best services to clients
    • Suggest and put forward ideas on procedural and structural improvements to Head of Quant and VP of Operations

Meeting Departmental Targets

  • Ensure your PM team meets the following KPIs both on an individual basis as well as on a team basis
    • Revenue
    • Profit
    • CSAT scores

Relationships with internal and external stakeholders – lead by example

  • Build, improve and further relationships with other departments [programming / sales / procurement / fieldwork], quant teams in other divisions [US and SWE] and external stakeholders [partners]
  • Lead by example and show a positive can-do attitude
  • Work together through challenges to collaboratively find solutions to make projects a success
  • Training of Project Managers
  • Arrange and coordinate training sessions, ensuring completion and knowledge retained



Excellent Client Service:

The Associate Director (EU Ops) should have sufficient knowledge of the Client’s business to understand the operational imperatives necessary to achieve excellent Client Satisfaction. They should have the knowledge and experience to foresee and forestall potential problems in any projects and be comfortable having any ‘difficult’ discussions with the Client/the Business Development Director when any projects are ‘off track’ and provide solutions to get projects back ‘on track’.


This role is the pivotal one in ensuring timely and successful completion of all projects which pass through M3. The quest would be to effectively manage the client’s expectation of the work, with the aim to exceed this where possible. As part of managing the Project Managers, The Associate Director (EU Ops), should monitor all projects during delivery and on completion, providing accurate updates and ensuring that information is available when required by the Head of Quant, Executive VP of Sales or other departments. They should develop a cross-departmental team spirit and understanding of the Client context of all projects under their management.

Team Management

He/She will be expected to manage and mentor a team of Project Managers. Run and manage their appraisals, set growth objectives and monitor each individual’s progress. They should have the experience to train and mentor Project Managers and have the judgment and foresight to know when they should seek guidance from Head of Quant (if they have any concerns about a particular individual) as well as provide praise and recognition of team members together with any pay rise proposals.

Inspiring Relationships with Partners:

When M3 works alongside other partners, vendors or contractors , it is expected that The Associate Director (EU Ops) is able to demonstrate a total understanding of their role such that it inspires total confidence and respect.

Creative Thinking/Feasibility

The ability to look beyond the obvious to find innovative yet relevant solutions is at the heart of M3’s offering.

Quality First/Initiative

This individual is expected to demonstrate enthusiasm and pride in constantly improving the quality of every project that M3 delivers. Serving as an internal auditor to monitor and keep track and ensure compliance with M3’s ISO quality management system.


  • Competitive Salary
  • Quarterly performance bonus
  • 25 days holiday plus public holidays
  • Pension scheme (currently 4% employer contribution)
  • Life cover insurance from first day of employment (4 x annual basic salary)
  • Private fully funded healthcare plan after 6 months
  • Excellent sick pay scheme
  • Subsidised gym membership
  • Employee discount scheme
  • Cycle to Work purchase scheme
  • Employee Assistance Scheme
  • Regular staff siocial events
  • Flexibility to work from home

About our company

Founded in 2000, M3 is listed on the Tokyo Stock Exchange (joining the NIKKEI 225 in 2019) and is ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies. M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes. Beyond market research, we offer additional opportunities for engagement including physician recruitment and medical education, strengthening the responsiveness of our panel members.

About our People:

The quality of our people will determine our future and the difference we are able to make to real lives through the development of innovative solutions to global healthcare. We aim therefore to employ the very best talent; individuals who are driven, creative and want to make their own, individual contribution to making the world a better place. Our Company values of independence, trust and collaboration serve as a foundation for everything we do and inspire us to achieve great things together.

Our Approach to Diversity:

Diversity is in our DNA; individuality drives innovation and creativity. At M3 we don’t just accept diversity, we embrace it. The future success of our business and the ability to continue to deliver ground- breaking solutions to the world of healthcare rests with our employees, each of whom is different and brings something unique to support our success.

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