Summary
dirigir la función de fra en un país en varias divisiones o dirigir una línea de servicios/proceso/área/tecnología de fra y asegurar la entrega del servicio de principio a fin en todas las divisiones de novartis
about the role
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 y permítanos conocer la naturaleza de su solicitud y su información de contacto. Incluya el número de posición en su mensaje.
why novartis: helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together?
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division
finance
business unit
universal hierarchy node
location
mexico
site
insurgentes
company / legal entity
mx06 (fcrs = mx006) novartis farmacéutica s.a. de c.v.
functional area
audit & finance
job type
full time
employment type
regular
shift work
no
ajustes de accesibilidad
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 des empeñar las funciones esenciales de un puesto, envíe un correo electrónico a [email protected] y permítanos conocer la naturaleza de su solicitud y su información de contacto. Incluya el número de posición en su mensaje.