Sales Orders Management Kuala Lumpur Hub Manager

Internal Job Description

Job title: Sales Orders Management Kuala Lumpur Hub Manager

• Location : Malaysia

About the Job

Lead and manage the Sales Order Management team to deliver exceptional service, ensuring accurate, efficient, and compliant order processing that drives a positive customer experience and supports business objectives.

ORGANIZATIONAL CONTEXT:

Sanofi Business Operations Order to Cash

KEY ACCOUNTABILITIES:

Manage team that delivers the best service for order management to ensure a positive customer experience

·        Lead the team in delivering best-in-class order management services to ensure a positive customer experience

·        Ensure accurate and efficient capture of customer orders into the ERP system

·        Oversee compliant customer order processing in accordance with established procedures and business rules

·        Drive achievement of service level targets including order cycle time, perfect order rate, and other key metrics

·        Analyze and resolve order blocks or exceptions using established procedures, engaging cross-functional stakeholders within target lead times

·        Review and validate orders in the optical character recognition (OCR) tool, updating and resolving issues as needed

·        Monitor order validation exceptions to ensure accuracy and timely progression through the order-to-cash cycle

·        Execute integration activities within service level agreements to drive process efficiency

·        Monitor operational KPIs and ensure compliance with Sanofi policies and guidelines

Process Excellence & Technology

·        Analyze technical solutions to identify opportunities for strengthening operational effectiveness

·        Leverage technology to improve process quality and reduce exceptions

· Ensure standardized collaboration and well-established interactions with neighboring functions (e.g., Supply Chain, Finance, Commercial)

People Leadership & Development

·        Supervise, coach, and develop Order Management Analysts to build a high-performing team

·        Anticipate workload fluctuations and allocate resources effectively to ensure efficient delivery

·        Actively participate in the recruitment and selection of new team members

·        Conduct performance evaluations, identify training needs, and develop talent pipelines

·        Address performance issues promptly and make recommendations for personnel actions

·        Foster a culture of collaboration, trust, and teamwork through effective leadership and communication

·        Drive employee engagement and retention initiatives; advise management on related actions

·        Recommend salary increases, bonuses, and promotions to recognize and reward performance

·        Maintain and update job descriptions for direct reports; provide necessary documentation to HR

Continuous Improvement

·        Identify and implement process improvement opportunities through elimination of redundant activities

·        Participate in process automation initiatives, ensuring seamless adoption and transition

·        Contribute to global projects and initiatives as required

Training & Professional Development

·        Assess training needs of direct reports and ensure delivery of professional training aligned with procedures and work instructions

·        Maintain up-to-date professional knowledge through training, industry publications, networking, and participation in professional communities

·        Establish benchmarking goals to drive continuous personal and team development

JOB-HOLDER ENTRY REQUIREMENTS:

Language

·        Excellent English written and verbal

·        Other language proficiency is preferred such as Chinese or Japanese

About You:

·        Preferably 8 – 10 years working experience with minimum 5 years experience as a people manager

·        Previous experience in Customer service, Order to Cash & /or master data management, contract & commercial conditions management or similar (essential) preferably in Pharma

·        Understand commercial policies, pricing, rebates, on-off invoices (essential)

·        Experience in running services within a Business Services organization (advantageous)

·        Good business acumen (advantageous)

·        Analytical Thinking: Strong problem-solving skills with data-driven decision-making

·        Process Orientation: Experience in process optimization and continuous improvement

Technical

·        Hands-on experience of SAP (essential) in S4 Hana (advantageous)

·        Knowledge of Microsoft Office and expertise of MS Excel (essential)

Interpersonal

·        Customer Focus: Commitment to delivering exceptional customer experience (essential)

·        Ability to interact with internal clients 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)

·        Adaptability: Comfortable working in a fast-paced, evolving environment

Leadership

·        Proven ability to lead, motivate, and develop teams (essential)

·        Ability to work independently 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)

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, colour, 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!