The Global Business Solutions (GBS) Centre at Cork was established in July 2010 to provide Financial Shared Services such as Order to Cash, Purchase to Pay, General Accounting. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management). The current headcount is circa 250 multi-lingual employees and was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. GBS Cork is currently in the process of expanding its centralised, multi-lingual team to provide financial support to our Affiliates in Europe.
Daily review of inbound cash and application of payments to customer accounts
Daily collections calls and communications with customer and resolution of open disputes.
Adhere to Sarbanes Oxley (SOX) and Financial Business controls to ensure quality
Continuous improvement to further enhance procedures and achieve best practice
Daily entry of customer master date for creations and changes within the database. Ensuring sufficient backup and approval in place prior to taking action.
Understands, advises and reports master data implications and consequences to manager
Analyse customer aging through FSCM in order to analyse collection priorities
Answer customer inquiries on invoice disputes
Enter customer disputes in FSCM
Contact customers by phone or mail for collections using market best practices
Run AR reports for management review
Run billing process and ensure invoices are sent to customers on time
Ideally college graduate or a minimum of 2 years financial experience on credit and collections in a multinational Shared Services environment
Minimum 2 years customer facing experience.
Must demonstrate strong telephone communication skills with ability to influence and negotiate
Fluency in required language for role is a requirement, additional European language is an advantage
Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
Demonstrate strong interpersonal skills, written and oral communication skills
Accuracy and attention to detail
High learning agility in a fast paced environment
Problem solving skills
Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
Understand and follow all compliance policies, laws, regulations and The Lilly Red Book.
Ensure adherence to all document retention requirements in line with Lilly Global Record Retention Schedule and any applicable local legal requirements, including filing, storing, archiving, and destroying documents at the end of the record retention period
Ensure all operational controls are completed to level required and within agreed timeframe.
Integrate compliance into daily activities.
Comply with any corrective actions.
Cooperate with investigations, monitoring and audits.