Training & Quality Manager

Join a global leader and make a more meaningful impact to patients’ lives_

**ABOUT ASTRAZENECA**

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energised and rewarded for their ideas and creativity.

Global Finance Services (GFS) was formed in 2018 and is at the heart of the AZ Finance function. GFS is accountable to the AZ Group for the design and delivery of high quality, simple to operate transactional finance processes which, combined with exceptional business analysis and insight, enable our customers to focus on AZ’s strategic priorities. The GFS remit covers record to report, procure to pay and order to cash, tax, planning and forecasting, management reporting and finance operations (HelpDesk).

GFS HelpDesk is the customer face of Global Financial Services and currently provides support P2P/T&E global support to over 70,000 internal customers and over 90,000 externals (suppliers).

As the successful role holder, you will be a member of the Global Helpdesk Operations team and report to the Director Finance Operations Support. You will be responsible for providing the necessary training within the Operations department spanning 3 separate teams and ensuring the highest quality of the services provided to the customers and business partners. This position will play a pivotal role in ensuring effective onboarding, on the job training & coaching and high level of process knowledge among the Operations agents. It will also help identify potential improvement opportunities and support Team Leaders in evaluating their agents’ performance.

**Responsibilities will include**:

- Providing onboarding training for all the operational teams, as well as regular training sessions, including soft skills, etiquette and business-awareness training
- Developing a quality monitoring framework to ensure highest possible standard of customer interactions
- Performing analysis of quality assurance checks and proposing action plans for improvement
- Providing quality evaluation feedback talks & cross-team calibration sessions
- Helping agents with their professional development
- Supporting Finance Operations Support Managers in evaluating their agents’ performance
- Actively looking for improvement of the process and customers’ satisfaction

**Education, Qualifications, Skills and Experience**

**Essential**
- Developing functional training in a global shared service environment; experience in creating and maintaining training programs
- Defining customer service standards and metrics; developing and monitoring Quality Assurance & Training related metrics
- Prioritising, implementing and championing improvements in customer service, and embedding world class customer experience capability by training & quality interventions
- Customer relationship management principles & strategies.
- Work experience in manager role(s)
- Verbal and written communications for both broad field audiences as well as concise executive communications
- Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
- Project management skills, able to devise appropriate timelines and dependencies across multiple tasks
- Strong communication, facilitation and relationship building skills

**Desirable**
- University Degree
- ITIL training / service management accreditation or similar

**Please note that we are working in a hybrid model: 3 days from office per week.**

**Why AstraZeneca?**

Join a vibrant and dynamic team with the passion and drive to push the boundaries of science. At AstraZeneca Poland we have a truly collaborative culture and way of working - supportive, open minded and eager to share knowledge. Ours is a ‘speak up’ culture - where your voice is heard and there is little time for hierarchy. A place of ownership, where we are empowered to lead at every level. Here you’ll be empowered and supported to develop further - given the freedom and autonomy to run with it and deliver.
- Interested? Come and join our journey.**So, what’s next?**
- Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you_

**Where can I find out more?