C&c Americas Service Delivery Lead

hace 3 semanas

Orotina, Costa Rica GSK A tiempo completo

**Site Name**: Costa Rica - Cartago - Tres Rios

**Posted Date**: Mar 22 2024
**Position Name**:
We are looking for a Leader to transform and drive service performance for some Close & Controls (formerly Record to Report) Processes in our Hub Centre, actively managing the Service Delivery of the remote Service Provider located in India (performing transactional activities) and leveraging a team of retained experts/COEs to drive continuous improvement and troubleshooting issues faced by the BPO while keeping Americas C&C Director (R2R) and team abreast of potential challenges & proposed recommendations. Ultimately delivering best in class C&C (R2R) processes performance to the Regional GSK businesses balancing cost, quality, customer experience, risk management.

The role oversees specific process: fixed assets accounting (FA), master data management (MDM), inventory/ ICT accounting (INV), intercompany accounting (ICO), Payroll Tax accounting, Banking & Insurance accounting.

**_ Your Responsibilities_**:
This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:

- Translate C&C strategy into transformation initiatives and activities to be deployed by BPO for specific area of responsibility; drive transformation mindset at BPO.
- Bring End to End view of the Process Service Line provided by BPO.
- Drive delivery and performance of the Process Service Line provided by BPO.
- Accountable for day to day BPO delivery of operations, designing, embedding and monitoring Key Performance Indicators (KPIs) [Lead & Lag] and Service Level agreements (SLAs), ensuring customer issues are identified and promptly resolved and proactively identifying any issues or risks to the service. Establishment of lead metrics to proactively identify challenges to come.
- Drive issue resolution, including robust Root Cause Analysis & implementation of agreed action plans.
- Monitor BPO capabilities, identifying training requirements, attrition risks and deploying plans accordingly.
- Escalate issues through C&C governance, including Service Alerts where required, having clearly identify blockers, support required and proposing solutions.
- Feed into C&C strategy at regional level (Americas C&C Director and C&C GPO), identifying areas that require GPO intervention (Process redesign and / or technology intervention, RPA opportunities, etc)
- Drive BPO adoption of standard practices and consistency ways of working in service delivery across the region through GSK policies, tools and processes.
- Ensure robust Business Continuity Planning and Risk Management. Designing adequate Management Monitoring procedures to ensure internal controls are designed and working effectively controls and regulatory compliance are met through applicable policies, procedures and processes performed by BPO.
- Engage with Finance Controller team on customer challenges; Collaborating with other teams and depts to deliver necessary changes where required.
- Manage team of Supervisors and Analysts, in alignment with GSK Values & Expectations, driving individual & team performance and developing our team members.
- Own Budget for team, both locally and outsourced services provider. Deliver efficiency improvements to drive Cost to Serve to upper quartile benchmark.

**_ Why you? _**

**Basic Qualifications**:
We are looking for professionals with these characteristics to achieve our goals:

- Accounting, Finance, Business Administration, or related degree.
- Deep understanding of area of specialization Service Delivery Manager or Process Manager experience in R2R/C&C
- Experience of working in a Shared Service Environment and / or experience of managing of BPO for a sizeable company
- Experience of working in a Control / SOX environment
- Working knowledge of IFRS
- English proficiency B2+ to C1

**Preferred Experience**:
However, if you have the following, it would be a plus:

- Master Degree in Finance, Accounting or Business.
- FMCG / Pharmaceutical industry experience.
- Previous experience of SAP.

**_ Why GSK? _**

Our values and expectations are at the heart of everything we do and define our culture so that together we can deliver extraordinary impact for patients and consumers and make GSK a brilliant place to work.

As a GSK employee you will be encouraged to be you in a diverse and inclusive environment that focus on your wellbeing and enables you to feel good and to thrive, and gather the opportunities we offer to learn, develop and keep growing.

At GSK we believe that we all bring something unique and when we combine our knowledge, experiences and styles together, the impact is incredible. Join us to make the difference and play an important role on the benefit of millions of patients and consumers worldwide.

**Why Us?**

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions

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