Senior Manager – Enterprise Meeting Services: Contract to Pay

Key Responsibilities

Responsibilities

• People management and development:
• Recruit, develop, and retain a technical and operationally capable workforce.
• Effectively manage an organization that continuously meets the needs of a growing portfolio.
• Develop and maintain organizational culture that fosters inclusion and innovation and demonstrates strong compliance-based decision making.
• Management and supervision of staff at various level, including performance management, coaching, mentoring and robust development, reward, and recognition.

Operational Responsibilities

• Ensuring all key performance metrics are achieved, and exceeded,
• Lead Stakeholder Management with corresponding Hub manager in local affiliate, ensuring a Team Lilly culture and approach.
• Maintaining a high-performance culture and ensuring that our customers (HCP’s) are at the centre of everything we do through monitoring of Customer Satisfaction results and Service Level Agreements
• Ensuring HCP Contracting to Payment and HCP Meeting Support processes are followed and that compliance and legal frameworks are adhered to.
• Assigning day-to-day activities to the team and general team resource planning, managing absence, holidays etc.
• Execution of internal controls and compliance measures and address any concerns.
• Escalation point for GBS operational issues for supported affiliates and HCP customers
• Lead and implement process improvement projects and optimization opportunities across CMS and the wider business.
• Work closely with the other CMS Managers to ensure consistency in service delivery, support the attainment of our core objectives.
• Identify and ensure shared learning across CMS HCP Contract to Pay and with other functional groups.
• Build capabilities in the function through the development and improvement of processes, tools and training and partnering with other functions to leverage technology to increase efficiency.

Qualification & Requirements

Requirements: Experience and Education

• EMS Contract to Pay Senior Management Experience
• Strong Leadership skills and people management skills.
• Extensive experience of coaching and developing a team of 10+ employees to succeed.
• Experience of managing to multiple KPI’s, SLA’s and Customer Satisfaction Metrics
• Experience of leading a team across a multichannel customer service environment
• Experience of leading multilingual teams
• Experience of developing talent and succession planning
• Experience of Contracting and Payments activities in a similar industry would be an advantage.
• Customer centric focus with experience of delivering world class service.
• Excellent stakeholder management skills with the ability to form strong relationships with internal and external parties.
• Experience working in fast paced, dynamic and complex shared service centre.
• Experience of working within a regulated environment
• Experience of leading cross functional projects and continuous improvement activities
• Fluency in a European language would be an advantage, however not essential.
• Bachelor’s degree, ideally within Business, Marketing, Accounting, or related fields

Additional Information/ Requirements

• Self-motivated professional with excellent customer service and strong working/team building relationship skills.
• Has the ability to influence and establish credibility, trust and rapport with internal and external stakeholders and colleagues and is able to work as a member of a team.
• Has the ability to recognize changing needs and pre-prioritize activities, accordingly, is able to complete assigned projects and meet defined objectives and milestones.
• Demonstrate strong interpersonal skills, written and oral communication skills.
• Develop good relationships with various levels of personnel in Lilly’s Financial organization, Affiliate organization, third party service providers, and external auditors.
• Enable a culture of continuous improvement to drive efficiency through innovation, process improvement, people skills, and shared learning.
• Capable of problem solving and conflict resolution

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…