Global Process Expert - Customer Contact Management Budapest

Global Process Expert - Customer Contact Management
Budapest
Budapest, HU

Location: Budapest – Sanofi Business Operations, Vaci GreensHybrid workingJob type: Permanent, Full time

About the jobOur Team:

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. 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 hub, People services, and Global Finance services. Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance. Over the past two years, Global Finance Services has doubled in size and increased its scope. 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.

Under the management of the Global Process Lead, 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.

In close collaboration with Regional/Local leads, you will provide the support, coaching & facilitation to allow the Regional/Local teams to successfully adopt/adhere consistently to the core processes. In addition, process efficiency should be continuously improved by promoting and sharing best practices and performance mindset. Global

Process Expert -

Customer

C

ontact

Management

role

acts

as

the core model guardian in the coordination of activities to ensure best and harmonized practices are adopted by all Local /Regional teams.

You will handle smooth change management among Local /Regional teams, identify risks and discrepancies and develop adequate actions plans to mitigate them, recommends improvements, and monitors till

implementation. As part of

Order to Serve GPO

team,

Global

Process Expert -

Customer

C

ontact

Management

role

reports to

Customer Contact Management

Global Process

L

ead

and

contributes to execute its strategy related to

g

lobal projects implementation as well as process simplification and

optimization.

Main responsibilities:

Core

M

odel

:Contribute to the

d

esign, development, maintenance, simplification,

optimization

and improvement of core model processes in collaboration with

regional

leads and

Customer Contact Management

Global Process Lead.

Customer Contact Management Core Model processes

include

the management of customer

requests

,

claims

and disputes from internal stakeholders and external

3

rd party customers

and partners

. It is

to

register and

validate

all

customer

contacts,

provide resolution, such as

to

manage returns and cre

dit

/debit

notes,

follow-up

and close

customer contacts

.

The Core Model

mainly comprises

processes, technology landscape, RACI,

interaction model

business rules and KPI’s

in domestic and export p

erimeter.

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

M

odel

adherence/

audit

:Build and

maintain

stakeholder relationships

across all geographies and

drive standardization of

processes

Lead

the preparation, conduct, and follow-up

a

udit 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

,

discuss

and

support

the

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 Mo

del 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

customer contact

m

anagement process is

applicable

About youExperience

:Must have 5 to 10 years of process knowledge

in

domestic and export

customer

requests

, claims

& disputes

management

processes

and related systems

.

K

nowledge of export

document

ation

and customs

handling

for returns

.

Strong understanding of the overall

Order to Cash and

Supply Chain E2E

processes

Proven experience in

c

laims, requests & disputes

management

activity & engaging 3

rd

parties

Good knowledge of pharma business commercials, Trade Environment, Finance & business modelling

Proven experience in Project Management & process review

Soft

skills

:Multicultural mindset with international exposure.

Exceptional teamwork, collaboration, and interpersonal skills.

Proactive problem-solving, adaptability, and innovation in dynamic environments.

Strong leadership, influence, and change management abilities.

High capacity for learning, organization, and strategic planning.

Customer-oriented, open-minded, and solution-driven approach.

Effective remote team leadership and transversal collaboration.

Skilled in developing high-quality presentations and challenging the status quo.

Technical skills

:Strong analytics skills with the ability to collect, organize,

analyze

, and

disseminate

information with attention to detail and

accuracy

Hands-on experience of SAP (essential) in S4 Hana preferably,

Sales & Distribution

modules (

advantageous

)

Hands-on experience of Salesforce Service Cloud (essential)

Knowledge of Microsoft Office

,

expertise

of

PowerPoint and

MS Excel (essential)

Education:Bachelor’s or Master’s

degree from a Business or Engineering school

Languages

:Fluent in English (

minimum of strong B2 level

required

)

.

Why choose us?

Bring the miracles of science to life alongside a supportive, future-focused team.

Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact, and flexible home office policy.

An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks.

Your professional and personal development will be supported purposefully.

If the description fits your experience and sparks your interest, please apply so we can get in touch!

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together. At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

Discover our

Code of Conduct

, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying. 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, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Watch our

ALL IN video

and check out our Diversity Equity and Inclusion actions at

sanofi.com !

#LI-EUR#LI-HYBRID