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P2P Service Delivery Manager

hace 2 meses

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**About the Role**

Location: Hybrid

**Key Responsibilities:**

  • Service Delivery: Proactive management of Regional (multiple countries and languages) Service Delivery to Novartis Associates and 3rd party suppliers. Primary ownership of all Service Delivery critical metrics (inquiry cycle time, open and aging tickets, TAT, customer satisfaction, etc.). Ensuring a consistent methodology and data collection (important metrics) and internal customer/3rd party supplier issue follow-up and mitigations.
  • Key Vendor Manager: Key vendor manager and partner for all 3rd parties providing service delivery within their regions.
  • Global Team Collaboration: Key member of the global P2P Service Delivery Management and Governance team. Actively participate and collaborate with all global NGSCs SD roles to categorize and prioritize global customer feedback, challenges and opportunities.
  • Solution Design and Implementation: Drive the design, implementation and stabilization of all SD solutions (RPA, AI, etc.) and models. Ensuring all solutions and mitigations are globally standardized and demonstrated at all global NGSCs SD functions.
  • Regional Liaison: Key Regional Liaison with P2P Global Service Organization and Global P2P Hub/ECI operations (Hyderabad) regarding all SD needs issues and opportunities within their Global Regional and drive the design, implementations and sustainability of solutions.

**P2P Performance:**

  • Customer Satisfaction Plan: Own regional Customer Satisfaction plan, pro-actively ensuring customer engagement forums feedback and data to highlight key trends and opportunities to identify early end-to-end P2P process/system improvements and mitigations to improve CSAT critical metric.
  • Operational SD Critical Metrics: Pro-actively supervise regional operational SD critical metrics (TAT, Dropped Calls, Aging tickets, etc.) and engage both P2P Hub and 3rd Party providers in resolving and continuously improving SD performance.

**Role Requirements:**

  • Education: University level degree in Business Administration/ Economics/Finance or Chartered Accountant / MBA desirable
  • Language: English required
  • Experience: 8-10 years of Financial experience, with in-depth functional & process expertise. Previous experience R2P/P2P/P2P
  • Certifications: PMP / Lean Six Sigma Certified