Its Service Line Leader Sc Customer Care

Its Service Line Leader Sc Customer Care


Its Service Line Leader Sc Customer Care

Detalles de la oferta


The ITS Service Line Leader SC Customer Care is end to end accountable for the Service line with key focus areas to increase quality, increase usages and reduce costs. His/her main actions are focused to build, promote, enhance the overall Service Line strategy and service delivery in collaboration with Business stakeholders, Business partners, Service owners, Service managers and third parties.

Main Business stakeholder is the Global COE (Community of Excellence) Customer Care who is accountable of the key processes :Order to Serveincluding Order taking, Order management & fulfillment + Customer Contact Management (CCM) andCustomer Collaboration .

Main solutions in scope are supporting the Customer Care Service Line and are (but not limited to): order automation solutions and integration with the back office ERP (EDI, OCR, Customer Portal), claim & contact management solutions, customer care dashboards and analytics,...

(Sales, budget, headcount...)

Operating Budget
Does this person manage an Operating Budget?Yes/

Number of Sanofi Employees Supervised

Number of Contractors Supervised
Directly and Indirectly


Sanofi strategic direction is currently toharmonize and standardize processesand simplify the organization to foster a new "One Sanofi" way. In particular for theGlobal Supply Chain Customer Careit means to enhance our interactions & collaborations with our customers. This represents a strategic opportunity for Global Supply Chain Customer Care ITS to:
Design standardizedend-to-end processestogenerate business valuefor the Group and deliver best-in-class solutions to our Customers;
Deliver innovative "state of the art" toolsenabling performancefor Supply Chain as a Global Function;
Supportcontinuous improvementinitiatives anddeliver value.

In parallel, Sanofi ITS has decided to move to a Service Management oriented type of organization with full end-to-end accountability and responsibility in front of its business customers and putting more emphasis on Operational Excellence and Continuous Improvement/Value Realization.

Collaborate transversally with relevant service owners in the ITS organization, as all Customer Care services are provided and owned by other ITS Units, including their architects
Be familiar with Sanofi ITS ecosystem in the domain to address business requirements while leveraging and extending existing Core Models
Evaluate impact analysis on solution options and assess and manage associated risks
Mobilize expertises and internal/external resources in a matricial and international context

Establish and chair the governance of the Service Line in close partnership with the Customer Care COE
Lead and drive the relationship with the key stakeholders, COE and Regional CC and ITS CC teams
Accountable of the Service Line Budget
Accountable of the overall Service recipient satisfaction process (measurement, analysis and reporting)
Accountable of the overall results towards his/her management line. Publishes Service Line dashboard on a regular basis
Accountable for the Service Line's roadmap according to company's priorities
Accountable for the Service Line's solutions portfolio (applications, technology, project, means, ...)
Accountable for the overall performance and cost effectiveness
Valuate and maintain cost drivers of the Service Line
Ask for constant operational efficiency and optimization in leading continuous improvement management cycles
Coordinate in the design and evolution of the Service Line and associated services (High Level Design)
Accountable for the Service Line's resources ensuring the right level of competency
Responsible for security and regulatory compliance


Graduated from Engineering school or Business school
Master degree

Experience & knowledge:

10+ years work experience
Broad background in different domains (Sales, Commercial, Trade, Supply Chain, Back-office)
Experience developing models
Proven vision, ability to anticipate evolutions due to internal and external factors
Proven influential skills
Communication, negotiation and interpersonal skills
Conflict resolution and problem solving
Demonstrated those skills in a global environment

Core competencies:

Good knowledge in End 2 End commercial processes, with a specific focus on Sales & Distribution
Strong leadership
Strong communication and interaction skills
Strong capability to impact and influence, negotiation skills and conflict management
Accountability, reliability
Ability to challenge, open minded and active listening.
Ability to collaborate and build effective network inside and outside Sanofi
Ability to evaluate processes/solution to improve performance and drive continuous improvement
Knowledge of pharma industry regulatory context (GxP)
Fluent in English (verbal, written)

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

Fuente: Neuvoo3_Ppc



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