Order to Cash - Requests & Disputes Manager

• Location: Bogotá, Colombia
• Job type: Permanent, Full time

About the job

Our Team:

Sanofi Global Services Bogota Hub was established and joined the Sanofi Global Services Hub Network in 2022 to support Sanofi Americas region with best-in-class finance and human resources services with the addition of transversal expertise to manage complex projects and changes, as well as build continuous improvement, automation, and process enhancements. Our continuously growing team of talented Sanofians is developing and innovating to enhance Sanofi's services and contribute to the mission of chasing the miracles of science.

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, Sanofi Business Services (SBS) has doubled in size and increased its scope.

As one department within SBS, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Main responsibilities:

The role of Order to Cash - Requests & Disputes Manager:

• Manage team that delivers the best customer experience by understanding customer issue, providing the appropriate answer in the best manner.
• Monitor KPIs (such as first call resolution rate, dispute lead time), analyse and identify deviation compared to the agreed target.
• Supervise, coach Requests & Disputes analysts.
• Develop continuous improvement approach by identifying areas and measuring results of the action taken.
• Initial team size is 10-15, with potential to further grow in 2024.

Manage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner

• Responsible for capturing customer requests and claims into the system
• Responsible for requests and disputes resolution from inbound communication from customer to case closing including related credit/debits notes in the dedicated system
• Responsible for organizing local and hubs interactions for the related processes to ensure customer satisfaction
• Monitor operational KPIs and compliance with Sanofi policies (like disputes and returns policies) and guidelines
• In coordination with the Order to Cash Lead and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.

Supervise, coach Requests & Disputes Analysts

• Share expertise and provide coaching
• Anticipate workload and allocate resources for effective and efficient delivery
• Active participation in the selection of new employees.
• Evaluate employee performance, determine training needs, develop talent
• 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, advises actions to management in this relation
• Motivate and reward employees by recommending salary increases, bonuses and promotions
• Make, update the job description of direct subordinates. Provide the necessary information for HR.

Continous improvement

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

Trainings

• Determine the training needs of direct subordinates, provide the professional trainings of them according to the procedures and work instructions
• Keep her/his professional knowledge up-to-date, participate on trainings, study professional publications, make personal contact, set up benchmark goals, participate in professional community

About you

• Experience: At least 5 years’ experience in Customer service, Order to Cash & Disputes management or similar (essential) preferably in Pharma
• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)
• Experience in running services within a Business Services organization (advantageous)
• Experience in call centers resolving customers issues (advantageous)
• Soft skills:
• Good business acumen (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)
• 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)

Leadership

• Ability to work ke 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)

• Technical skills: Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential)
• Languages: Excellent English written and verbal
• Second European language is a plus.

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, ability, gender identity or Veteran status.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

#LI-LAT

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.