Finance Operations Support Manager

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.

Here you will experience a fast paced and agile environment as we continue to support the business on a journey of evolution and growth, driven by new, exciting technology and digital innovations. It’s challenging and sometimes demanding, and that’s why we love it.

Global Financial Operations (GFO) was formed in Q1 2016 through the merger of Global Finance Services and Cash Generation. GFO is at the heart of the Finance function – accountable to the AstraZeneca (AZ) Group for the design and delivery of high quality, simple to operate transactional finance processes that enable our customers to focus on AZ’s strategic priorities.

Our processes cover record to report, purchase to pay and order to cash and we drive AZ’s cash focus through disciplined management of supplier and customer payment terms and practices. GFO provides P2P/T&E process helpdesk services to internal AZ and external end users, including training support to internal AZ users. Plans are in place to extend the scope and internal customer coverage during 2017.

As the successful role holder you will provide support to the Finance Helpdesk Operations globally. You will report to the Director of Finance Operations Support. You will be comfortable working with a BPO provider, with a team distributed across the Americas, Europe and APAC.

The role is part of a key function for GPO, serving as a crucial opportunity to turn dissatisfied customers into advocates and identify root cause of the complaint. This insight should be used to improve the customer experience and prevent reoccurrence for other customers. The role will drive the development and implementation of performance measures and management mechanisms to drive service enhancements and seek opportunities to enhance the Helpdesk’s contribution and value to the business.

Responsibilities will include:

  • Responsible for the delivery of the contracted Helpdesk (HD) service with the GFO BPO provider

  • Lead service management processes, including design, configuration, and implementation of service management components for new enhanced solutions and services

  • Manage and approve all service changes, improvements and escalations, ensuring that impact on business critical functions is minimized and that service catalogue is up-to-date

  • Manage key service support processes and drive development and evolution of key metrics

  • Manage internal stakeholder requirements and challenge their thinking so that a solution is developed and delivered that meets expectations in terms of cost and quality.

  • Apply and promote the use of global processes and engage in networks with those in similar roles in AZ to promote best practice and increase corporate understanding so that the process can be continuously improve

  • Manage and development of Service Maturity scales to allow for effective measures and monitoring of services provided to AstraZeneca.

  • Drive the analysis of trends from multiple data sources to inform future improvements.

  • Drive a performance measuring culture that provides timely feedback and insights so that issues are resolved early.

Education, Qualifications, Skills and Experience

Essential:

  • Managing a helpdesk / service desk in a shared service environment

  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes

  • Strong experience of developing and managing relationships with both customers and suppliers

  • Prioritising, implementing and championing improvements in customer service, and embedding world class customer experience capability

  • Defining customer service standards and metrics

  • Building, leveraging and managing self-service portals

  • Developing and monitoring HD metrics

  • Customer relationship management principles & strategies.

  • Verbal and written communications for both broad field audiences as well as concise executive communications

  • Conducting needs analysis

  • Project management skills, able to devise appropriate timelines and dependencies across multiple tasks

  • Ability to influence key stakeholders without positional authority at all levels for the enterprise

  • Strong communication, facilitation and relationship building skills

Desirable:

  • University Degree

  • ITIL training / service management accreditation or similar

Opening date 13/10/2021

Closing date 27/10/2021

Competitive salary and benefits apply

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