Band
level 5
job description summary
-to lead the fra function within a country across divisions or lead an fra service line/ process/ area/ technology and ensure end-to-end service delivery to all novartis divisions
job description
location: hybrid. Cdmx
your key responsibilities:
service delivery:
• proactive management of regional (multiple countries and languages) service delivery to novartis associates and 3rd party suppliers. Primary ownership of all service delivery critical metrics (inquiry cycle time, open and aging tickets, tat, customer satisfaction – smiley faces, etc.). Ensuring a consistent methodology and data collection (important metrics) and internal customer/3rd party supplier issue follow-up and mitigations.
• key vendor manager and partner for all 3rd parties providing service delivery within their regions.
• key member of the global p2p service delivery management and governance team. Actively participate and collaborate with all global ngscs sd roles to categorize and prioritize global customer feedback, challenges and opportunities. Drive the design, implementation and stabilization of all sd solutions (rpa, ai, etc.) and models. Ensuring all solutions and mitigations are globally standardized and demonstrated at all global ngscs sd functions.
• key regional liaison with p2p global service organization and global p2p hub/eci operations (hyderabad) regarding all sd needs issues and opportunities within their global regional and drive the design, implementations and sustainability of solutions.
p2p performance:
• own regional customer satisfaction plan, pro-actively ensuring customer engagement forums feedback and data to highlight key trends and opportunities to identify early end-to-end p2p process/system improvements and mitigations to improve csat critical metric.
• pro-actively supervise regional operational sd critical metrics (tat, dropped calls, aging tickets, etc.) and engage both p2p hub and 3rd party providers in resolving and continuously improving sd performance.
• key p2p leadership team member, providing concrete customer insight and feedback to p2p gso team and p2p global hub/eci operations to drive end-to-end p2p process/system improvements, solutions and mitigations.
role requirements :
• education
(minimum/desirable):university
level degree in business administration/ economics/finance or chartered accountant / mba desirable
• languages english require
• experience: 8-10 years of financial experience, with in-depth functional & process expertize previous experience r2p/p2p/p2p
• proven record of successfully managing projects driving performance (e.g. Erp implementation)
• excellent communication skills, leadership exposure demonstrated ability to work effectively in a multi-national, matrix organization
• pmp /lean six sigma certified
commitment to diversity and inclusion
novartis is committed to building an outstanding, inclusive work environment and diverse
teams
representative
of the patients and communities we serve.
accessibility and accommodation:
novartis is committed to
work
with and
provide
reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or
in order to
perform the essential functions of a position, please send an e-mail to
*
and let us know the nature of your request and your contact information.
please
include
the
job
requisition
number
in
your
message
.
novartis tiene el compromiso de trabajar y proporcionar adaptaciones razonables para personas con discapacidad. Si, debido a una condición médica o discapacidad, necesita una adaptación razonable para cualquier parte del proceso de contratación, o para desempeñar las funciones esenciales de un puesto, envíe un correo electrónico a
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y permítanos conocer la naturaleza de su solicitud y su información de contacto. Incluya el número de posición en su mensaje.
skills desired
adaptability, compliance and controls, critical thinking, data cleansing / normalization, e2e process view, financial accounting, financial and management reporting, interpersonal relationships, resilience training, taxes