• Location: Budapest, Hungary

• Job type: Permanent, Full-time, Hybrid

About the job

Sanofi Business Operations is an internal Sanofi resource organization based in India and is setup to centralize processes and activities to support Specialty Care, Vaccines, General Medicines, CHC, CMO, and R&D, Data & Digital functions. Sanofi Business Operations strives to be a strategic and functional partner for tactical deliveries to Medical, HEVA, and Commercial organizations in Sanofi, globally.

The company is focused on accelerating development to deliver breakthrough medicines and vaccines to patients, delivering excellence though Diversity.

Sanofi operates in 90 countries with 91 000 employees worldwide, working in 59 manufacturing and 20 Research & Development (R&D) sites. In 2022 business net income was €10.3 Billion, delivered by 4 Global Business Units: Specialty care, Consumer Healthcare, Vaccines & General Medicines.

Sanofi covers major therapeutic areas, including immunology, cardiovascular, diabetes, oncology, rare diseases, etc.

This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.

The Senior Analyst supports service lines in maintaining effective service management practices. This role works collaboratively with service teams to ensure consistent service delivery, process adherence, and continuous improvement leveraging data, insights and methodologies.

Key Responsibilities:

• Monitor service performance metrics and KPIs, generating regular reports and analyzing trends

• Collect and analyze customer feedback to identify improvement opportunities and service gaps

• Guide service lines in establishing effective service management practices and prioritizing improvements

• Ensure adherence to service quality standards through routine checks and reporting

• Develop training materials and deliver sessions on service management practices

• Participate in and support continuous improvement initiatives, documenting best practices

• Assist in implementing and validating process improvements and service enhancements

About you

Experience and skills:

• 3+ years of experience in service management, customer support, or related fields

• Experience working with service management tools and processes

• Familiarity with service management frameworks

• Experience in a global, cross-functional environment preferred

• Experience in a business domain preferred

• Strong communication skills with ability to explain processes clearly

• Team-oriented with collaborative approach to problem-solving

• Detail-oriented with good organizational skills

• Customer-focused mindset

• Adaptable to changing priorities and requirements

• Advanced in data analytics and performance measurement

• Advanced in service management systems and practices

• Proficient in MS Office, particularly Excel and PowerPoint

• Basic understanding of process improvement methodologies

• Working knowledge of service management tools (ServiceNow preferred)

• Basic understanding of data privacy and information governance

Education:

• Bachelor's degree

Languages:

• Fluent in English

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

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave

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.

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