Global Subject Matter Expert – Customer Contact Management (Claims, Requests & Disputes)

About the job

Our Team

Business Operations is a Global organization of Sanofi providing end to end services to all geographies in Europe, North America, China, JPAC & International regions and covering Global Procurement services, Operations and transition management, Medical activities, People services, and Global Finance services. Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance.

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.

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.

Our function at a glance

Our O2C team will handle the following activities

• Master Data Management
• Sales Orders Management
• Requests and Disputes Management
• Credit Risk and Credit Data Management
• Collections and Customer Contact Management
• Cash Application and Receivables Management
• AR related Month-end Closing, Reporting and Non-trade Invoice Management

These operations are critical for customers & patients products fulfilment, accurate accounting, generating cash flow, customer satisfaction.

Main responsibilities

Under the management of the Customer Contact Management Global Process Lead (GPL), this role is in charge to drive specific topics, projects contributing to Core model enhancements and deployments. This role will be instrumental as well in the continues improvement area improving core model adherence, global initiative allowing better efficiencies and best in class practices.

Core model

• Contribute to the Design, development, maintenance, simplification, optimization and improvement of core model processes in collaboration with Regional leads and Claims, requests & disputes Global Process Lead (GPL)
• Processes in Claims, requests & disputes management core model include to register and validate customer requests and claims, provide resolution to requests and claims, such as manage returns and credit/debit notes, follow-up and close requests & claims
• The Core Model mainly comprises processes, technology landscape, RACI, interaction model business rules and KPI’s
• Collaborate on the change definition in policies and procedures supporting optimized and standard processes
• Propose actions to accelerate simplification of our operations, introducing innovative and harmonized solutions

Core model adherence/audit

• Build and maintain stakeholder relationships across all geographies and drive standardization of processes
• Lead the preparation, conduct, and follow-up audit across all geographies the core model adherence 
• Oversee the process performance across the different geographies and provide input into how it can be further improved
• Review and discuss and support in approval of exceptions to the Core Model with the regions
• Ensure strong relationships with the teams through both solid governance, as well as informal and formal networking
• Utilize dashboards and other enhanced visualization capabilities to illustrate historical trends and document and report detailed observations, instances of non-compliance and improvement opportunities

Global projects and initiatives

• Ensure iO2C Core Model components are well understood to perform an effective implementation
• Deliver projects across all regions, notably technologies implementation
• Own the business case for the relevant project incl. its implementation impact within iO2C P&L
• Support neighbouring functions projects & other global initiatives impacting the Service Line
• Ensure relevant data are available to support business case and on-going project reviews
• Collaborate in global projects (ex. ISHIFT) and neighbouring functions initiatives where Claims, requests & disputes management process is applicable

About you

Experience and functional skills

• Minimum 5 years of process knowledge of Claims, requests & disputes management processes and related systems
• Stro