**_O2C Sales Orders Management Team Lead_** - _ Location: Bogotá_ **_ About the job_** Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Sales Order Management Team Lead within our O2C 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. 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. **Main responsibilities**: The role of Order to Cash - Sales Orders Team Lead: - Supervise Manage team that delivers the best service for sales orders management in line with SLA ensuring a positive customer experience - Monitor KPIs (such as order cycle time, delivery lead time, zero touch order rate, Number of orders/order line per FTE, # of incomplete sales orders etc), analyze and identify deviation compared to agreed targets - Address operational issues and follow through to resolution in an effective and timely manner - Manage stakeholders, both internal and external - Coach Sales Orders analysts, team size is 8-12 FTE’s - Drive continuous improvement initiatives - Supervise a team that delivers the best service for sales order management to internal customers ensuring a positive customer experience - Responsible for capturing customer orders accurately and efficiently into the ERP - system. - Responsible for Customer orders administration from order taking to invoicing managing by exception on the agreed timelines. - Responsible for organizing local and hub interaction for the related processes to ensure flawless execution, especially on the aspects of impacted customer stock management with Customer Fulfillment representatives - Monitor operational KPI’s and compliance with Sanofi policies and guidelines In coordination with the Sales Order Manager and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. - Ensure continuous improvement of the order management process. **Supervise, coach Sales Order 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 _** - **Experience**: At least 3-5 years´s experience in Customer service, Order Management, Order to Cash contract & commercial conditions management or similar (essential) preferably in Pharma - At least 2 years experience as a team lead - Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential) - Experience in running services within a Business Services org