Customer Master Data Team Lead

Customer master data Team Lead

• Location: Bogotá

About the job

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Customer master data Team Lead within our Customer Master Data Team.

Our organization in Business Operations O2C is growing fast, and we're always looking for talented professionals to join our Order to Cash department. Apply to this "Evergreen" job ad, and we'll get in touch with you when a suitable opportunity comes up for you!

Why join our 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. 

We offer a diverse and dynamic environment that’s growing at pace. Over the past two years, Business Operations 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. 

Our function at a glance:

Our O2C team to handle the following activities:  

Master Data Management 

Sales Order 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 fulfillment, accurate accounting, generating cash flow, customer satisfaction.

Connect with us if you are… 

• An expert in global processes (master data, sales orders administration, claims, credit, collection, reporting, process mining and data analytics), looking to share your knowledge.
• A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.
• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital.
• A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

Main responsibilities:

The role of Order to Cash – Customer master data Team Lead:

• Supervise team that that delivers the best service for master data management to the internal customers ensuring a positive customer experience 
• Monitor KPIs and data quality, analyze and identify deviation compared to the agreed target
• Address operational issues and follow through to resolution in an effective and timely manner
• Manage stakeholders, both internal and external
• Coach Master data analysts, team size is 7-10 FTE’s
• Drive continuous improvement initiatives

ORGANIZATIONAL CONTEXT:

Business Operations O2C

KEY ACCOUNTABILITIES:

• Supervise a team that hat delivers the best service for master data management to the internal customers ensuring a positive customer experience 
• Master data is well captured and maintained in the ERP in a timely manner with proper documentation associated 
• Master data set-up allows a flawless sales orders management and reduces the number of claims due to master data issue 
• Checks are performed regularly and data quality is ensured 
• Contracts and commercial conditions (e.g. gross price lists, on & off invoices)  upon requests received from trade teams are executed accurately and in the right lead time until credit notes are processed 
• Collaboration with neighboring functions is standardized and interactions are well established  
• Monitor operational KPIs and compliance with Sanofi policies and guidelines 
• In coordination with the Master data. Manager and when necessary with the local stakeholders and Order Serve local coordinators elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.
• “In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt.”
• Supervise, coach Master data Analysts
• Share expertise and provide coaching
• Anticipate workload and allocate resources for effective and efficient delivery
• Employee lifecycle management (recruit, evaluate, develop, reward, retain team) 
• Address performance issues and make recommendations for personnel actions
• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication
• Focusing on employee retention and engagement, advise actions to management in this relation
• Create and regularly update job description of direct reports.

Continuous Improvement

• Identify process improvement opportunities through elimination of redundant activities
• Participate in process automation initiatives and ensure seamless adoption and transition 
• Participate in regional/global projects as required

Trainings

• Ensure onboarding of new hires and related trainings are organized
• Determine the training need of direct reports, provide the professional trainings of them according to the procedures and work instructions by collaborating with Requests and Disputes Manager

About you

• Experience: At least 4-5 years’ experience in Customer service, Order to Cash & master data/Commercial conditions/contract or similar (essential) preferably in Pharma
• Soft and technical skills: Understand commercial policies, pricing, rebates, on-off invoices, master data policies (essential)
• Experience in running services within a Business Services organization (advantageous)
• Good business acumen (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)
• Hands-on experience of SAP (essential) in S4 Hana preferably, MDG, Condition Contract Management modules (advantageous) 
• Knowledge of Microsoft Office and expertise of MS Excel (essential) 
• Ability to interact with customers in a professional manner (essential)
• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)
• Good communication skills (advantageous)
• Attentive to customer needs and feedback (essential)
• Ability to work autonomously and take ownership of tasks and processes (essential)
• Ability to organize, prioritize and structure the tasks for oneself and direct reports (essential)
• Attentive to detail and works with precision (advantageous)
• Action oriented, delivery driven, change agent (advantageous)
• Lead by example to deliver high quality service, customer satisfaction (advantageous)
• Languages: Good command of English written and verbal
• Portuguese (advantageous)

Why choose us?

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• You’ll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.
• You’ll be part of a truly diverse cross-cultural team and can have real business impact.
• Flexible working policies, including up to 50% remote work.
• Private medical care, life and health insurance, and gender-neutral paid parental leave
• Colombia is one of Sanofi’s key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation.
• Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants.

PursueProgress. Discover Extraordinary.

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!

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