GLOBAL SME- CUSTOMER CONTACT MANAGEMENT

Global Subject Matter Expert – Customer Contact Management (Claims, Requests & Disputes) About the job Our Team Business Operations is a Global organization of Sanofi providing end to end services to all geographies in Europe, North America, China, JPAC & International regions and covering Global Procurement services, Operations and transition management, Medical activities, People services, and Global Finance services.
Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance.
As one department within Business Operations, we’re also part of something much bigger.
This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.
Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities.
Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work.
This leads to a challenging and stimulating professional experience full of growth and learning.
Our function at a glance Our O2C team will handle the following activities Master Data Management Sales Orders Management Requests and Disputes Management Credit Risk and Credit Data Management Collections and Customer Contact Management Cash Application and Receivables Management AR related Month-end Closing, Reporting and Non-trade Invoice Management These operations are critical for customers & patients products fulfilment, accurate accounting, generating cash flow, customer satisfaction.
Main responsibilities Under the management of the Customer Contact Management Global Process Lead (GPL), this role is in charge to drive specific topics, projects contributing to Core model enhancements and deployments.
This role will be instrumental as well in the continues improvement area improving core model adherence, global initiative allowing better efficiencies and best in class practices.
Core model Contribute to the Design, development, maintenance, simplification, optimization and improvement of core model processes in collaboration with Regional leads and Claims, requests & disputes Global Process Lead (GPL) Processes in Claims, requests & disputes management core model include to register and validate customer requests and claims, provide resolution to requests and claims, such as manage returns and credit/debit notes, follow-up and close requests & claims The Core Model mainly comprises processes, technology landscape, RACI, interaction model business rules and KPI’s Collaborate on the change definition in policies and procedures supporting optimized and standard processes Propose actions to accelerate simplification of our operations, introducing innovative and harmonized solutions Core model adherence/audit Build and maintain stakeholder relationships across all geographies and drive standardization of processes Lead the preparation, conduct, and follow-up audit across all geographies the core model adherence  Oversee the process performance across the different geographies and provide input into how it can be further improved Review and discuss and support in approval of exceptions to the Core Model with the regions Ensure strong relationships with the teams through both solid governance, as well as informal and formal networking Utilize dashboards and other enhanced visualization capabilities to illustrate historical trends and document and report detailed observations, instances of non-compliance and improvement opportunities Global projects and initiatives Ensure iO2C Core Model components are well understood to perform an effective implementation Deliver projects across all regions, notably technologies implementation Own the business case for the relevant project incl.
its implementation impact within iO2C P&L Support neighbouring functions projects & other global initiatives impacting the Service Line Ensure relevant data are available to support business case and on-going project reviews Collaborate in global projects (ex.
ISHIFT) and neighbouring functions initiatives where Claims, requests & disputes management process is applicable About you Experience and functional skills Minimum 5 years of process knowledge of Claims, requests & disputes management processes and related systems Strong understanding of the overall Order to Cash and Supply Chain E2E processes Proven experience in in Claims, requests & disputes management activity & engaging 3rd parties Good knowledge of pharma business commercials, Trade Environment, Finance & business modelling Proven experience in Project Management & process review Technical skills Strong analytics skills with the ability to collect, organize, analyse, and disseminate information with attention to detail and accuracy Hands-on experience of SAP, in S4 Hana preferably; Sales & Distribution modules (advantageous) Hands-on experience of Salesforce Service Cloud Knowledge of Microsoft Office and expertise of MS Excel Ability to develop high-quality presentations   Soft skills Excellent teamwork and interpersonal skills with the ability to take initiative and overcome challenges Strong networking& communication skills, effective collaborator with peers, stakeholders and partners across the organization High capacity and willingness to learn about procedures, excellent organizational and planning capabilities Adaptability to work in ambiguous, constantly changing situations, including flexibility in working hours to accommodate working with different regions/geographies Ability to successfully lead & engage indirect remote teams, change leader Multicultural mindset - international exposure Education Bachelor’s or Master’s degree from a Business or Engineering school Languages English fluent (written and oral) Knowledge of any other European languages is advantageous Better is out there.
Better medications, better outcomes, better science.
But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing.
a desire to make miracles happen.
So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability, gender identity or Veteran status.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.
om ! Pursue Progress.
Discover Extraordinary.
#LI-EUR #GIC #LI-Hybrid #LI-Onsite #LI-Remote Pursue progress, discover extraordinary Better is out there.
Better medications, better outcomes, better science.
But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing.
a desire to make miracles happen.
So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.
om !