Summary
This role will collaborate with internal TCS, Novartis Spokes, GPO, customers, and external suppliers to lead operational excellence by maintaining controls and reporting.
About the Role
Major Accountabilities:
Focus on Data Analytics
Responsible for overseeing and delivering a comprehensive approach for monitoring and reporting the E2E P2P process. Drives a control-focused mindset, Ensures reporting program that provides consistent global view of operational and strategic KPIs.
Delivering appropriate reporting and metrics to provide insight to operational efficiency and effectiveness. Delivers relevant commentary aimed at improvement initiatives and identification of key drivers and root cause. Demonstrates a high level of understanding of relevant strategies associated with effective process monitoring and reporting.
Drive through data, performance Management and Service Delivery:
Provides services at expected levels with a clear customer service mindset. Deliver industry standard best in class performance and a user-friendly End-user experience.
Technical/Systems Management - Oversees system landscape and serves as system SME. Based on operational excellence metrics, ticket analysis, identifies P2P system enhancements and ensures operational efficiency.
Solution Center Management: Responsible for seamless delivery of P2P Solution Center (SC) services. Ensures local/global KPIs and SLAs are met, managed and improved. Ensures E2E P2P process knowledge retention and a high level of training is provided to SC associates. SME on E2E process. Ensure advisement of end users and external suppliers on compliance to E2E policies and procedures. Demonstrating a high level of understanding of relevant strategies related to optimizing service delivery in a SC environment
Project Management/Team Management - Demonstrate experience in planning and leading projects utilising project management techniques, with strong interpersonal and understanding of technical requirements. Extensive experience in organizational design and people management and development, with the ability to motivate and empower teams. Drive projects in partnership with teammates and in consideration of E2E process.
Communication - Effectively communicate with internal peers, teammates, Internal/External Customers regarding daily operations and short-term/long-term strategies. Role model for effective communication, objective listening, problem solving and conflict management
Key Performance Indicators:
Process:
# tickets outstanding vs average inflow
Aging by count and % of outstanding tickets
Aging by resolver group
First time resolution
Average time to close
#Tickets closed by associate
Re-opened tickets
L2 Support ticket TAT
Daily Inflow vs outflow
Min/max/average handle time
Hold Time
Abandoned Calls
Inquiries by input channel
Inquiries by BU/Cost Center/User
Ideal Background:
Education: Bachelor’s Degree
Experience: 9+ Yr. Work experience
Competencies:
Previous Management Role in Finance, Accounts Payable, and/or Procurement Function
Seasoned Experience with Ariba/SAP/BI or similar systems
Seasoned Experience in Project Management and Process Improvements
Seasoned Experience in managing remote 3rd party supplier relationships
Previous Experience with Reporting and Analysis
Previous Experience dealing with internal and external auditors
Experience with SOX and control matrixes
Strong Change Management Skills and Flexibility
Strong Communication, Facilitation and interpersonal skills
Strong Customer Service experience
Strong knowledge and/or experience within an empowering/self-direct environment.
Demonstrated ability to work with international colleagues
Demonstrated ability to resolve problems and conflicts across matrix organizations
Ability to coach and provide constructive feedback
DESIRED
CPA and/or MBA
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
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Ajustes de accesibilidad
Novartis tiene el compromiso de trabajar y proporcionar adaptaciones razonables para personas con discapacidad. Si, debido a una condición médica o discapacidad, necesita una adaptación razonable para cualquier parte del proceso de contratación, o para des empeñar las funciones esenciales de un puesto, envíe un correo electrónico a [email protected] y permítanos conocer la naturaleza de su solicitud y su información de contacto. Incluya el número de posición en su mensaje.