O2C - Customer master data Team Lead_ - _ Location: Bogotá, Colombia_ - _ Job type: Permanent, Full time_ About the job Our 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 - Customer master data Team Lead: - Supervise team that that delivers the best service for master data management to the internal customers ensuring a positive customer experience. - Monitor KPIs and data quality, analyse 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 Master data analysts, team size is 7-10 FTE’s. - Drive continuous improvement initiatives. Supervise a team that hat delivers the best service for master data management to the internal customers ensuring a positive customer experience - Master data is well captured and maintained in the ERP in a timely manner with proper documentation associated - Master data set-up allows a flawless sales orders management and reduces the number of claims due to master data issue - Checks are performed regularly and data quality is ensured - Contracts and commercial conditions (e.g. gross price lists, on & off invoices) upon requests received from trade teams are executed accurately and in the right lead time until credit notes are processed - Collaboration with neighboring functions is standardized and interactions are well established - Monitor operational KPIs and compliance with Sanofi policies and guidelines - In coordination with the Master data. Manager and when necessary with the local stakeholders and Order Serve local coordinators elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process. Supervise, coach Master data 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’ experience in Customer service, Order to Cash & master data/Commercial conditions/contract or similar (essential) preferably in Pharma - Understand commercial policies, pricing, rebates, on-off invoices, master data policies (essential) - Experience in running services within a Business Services organization (advantageous) - Soft skills: Good business acumen (advantageous) - Strong problem solving, deductive and analytical skills (advantageous) - Ability to interact with customers in a professional manner (essential) - Team player, able to work collaboratively transversally and with fron