job
Ungheria, BudapestUngheria, Budapest

Sanofi

Data di pubblicazione 21.04.2024

Requests & Disputes Team Lead (French or Dutch or Italian Speaking)

Requests & Disputes Team Lead (French or Dutch or Italian Speaking)
  • Location: Budapest - Sanofi Business Operations, Váci Greens
  • Remote working: 60% home 40% office
  • Job type: Permanent, full-time


About the job

The SBO Budapest Centre has been growing since its beginning, as a centre of knowledge and competence that offers business solutions globally to our partners in Europe and North America. Our experts mainly work in the areas of business support and human resources, and with the ever-growing scope of the Budapest Centre, we started expanding our horizons in different fields of business and market solutions and process optimization. Innovation is one of our core values, driven by us with expertise and ideas, that is why we seek new talents in our new departments.

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.

With respect to Order to Cash (O2C) the Business Services centre covers the following areas
  • 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.

About Growing with us

Operation
  • Supervise team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner
  • Monitor KPIs (such as first call resolution rate, dispute lead time), 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 Requests & Disputes analysts, team size is 7-10 FTE's
  • Drive continuous improvement initiatives


Supervise, coach Requests & Disputes 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

Background and Experience
  • At least 3-5 Years's experience in Customer Service, Order to Cash & Disputes Management or commercial conditions 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)
  • Good business acumen (advantageous)
  • Strong problem solving, deductive and analytical skills (advantageous)
  • 1-2 years' experience as a team lead
  • Fluent in English and French/Dutch/Italian (essential)


Technical
  • Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably
  • Knowledge of Microsoft Office and expertise of MS Excel (essential)


Interpersonal
  • 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 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)


When joining our team, you will experience
  • An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team
  • An attractive, market-oriented salary and cafeteria benefits
  • Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days
  • Work from an "Office of the Year 2020" finalist office
  • Collective life and accident insurance
  • Yearly medical check-up
  • An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks
  • Your own career path within Sanofi
  • Your professional and personal development will be supported purposefully
  • Join a great community & special events (Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs)


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

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.

#Sanofi #WeNeverSettle #SanofiCareers #PursueProgress #DiscoverExtraordinary #joinsanofi #careerswithpurpose #SBOBUDAPEST

#LI-EUR

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 or gender identity.

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

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