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Associate, Lilly Grant Office, Operations Support Team

Associate, Lilly Grant Office, Operations Support Team
Europe; Middle East; Africa
Eli Lilly – Cork GBS
At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 750 of whom are based at our Global Business Solutions centre in Little Island, Cork. There we boast vibrant workforce made up of over 44 nationalities.
Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information, Procurement, Trial Capabilities and more to come on stream across 2019 and 2020.
Eli Lilly – Lilly Grant Office
Lilly provides grants and charitable contributions for healthcare professional education, patient advocacy and consumer education programs in a variety of therapeutic areas through the Lilly Grant Office (LGO). The mission of the LGO is to enable the improvement of patient care and healthcare delivery through the funding of unbiased and innovative educational initiatives allowing health care providers, patients and caregivers access to accurate information and relevant educational interventions. The LGO Operations Support Team is responsible for all grant management operations. The Associate, LGO Operations Support Team, is accountable for accurate and precise processing of all grants that are submitted through the Lilly Grant Office, from initial request; to communicating decisions; to reconciliation. In addition, he/she will be deeply involved in various complex reports and presentations to support the broader Lilly Grant Office, often for sharing with Lilly Senior LeadershipThis includes not only running and preparing the information, but deeply understanding and interpreting the data. The Associate role is critical as the internal and external regulations in this space are extremely strict, and often consultation with E&C and Legal are necessary.
Core areas of focus include: Business Office Support; Customer Service Support; Medical Education Grant Officer Support
Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform, nor is it intended to be such a listing of the skills and abilities required to do the job. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

Business Office Support

  • Grant Oversight – ensure the appropriate processing of all grant requests
  • Provide Judgement and decisions where appropriate to ensure grants are aligned to Therapeutic Area strategy.
  • Ensure timely and accurate reporting to meet internal and external requirements
  • Ownership for the LGO Operations User Manual and ensure it is up-to-date at all times and user-friendly
  • Deeply understand the types of grants received; the requirements of each grant; and the escalation process as appropriate.
  • Assist in the delivery of required reports, such as the grant registry report; lock-out report; financial commitment report
  • Partner with P2P for oversight of grant payment and reporting
  • Deep understanding of the Lilly Grant Management system
  • Aggregate data for monthly reporting and quarterly business reviews at senior levels, including assessment of SLA and quality metrics
  • Partner closely with the LGO Operations Consultants for optimal business support
  • Participate in a variety of process improvement projects that will enhance business operations; achieve efficiency; and provide an optimal customer experience
  • Use expert knowledge & influence to challenge long-held assumptions with a goal to discover new and unique ways of doing things
  • Support the development of internal on-boarding and training programs

Customer Service Support

  • Ensure optimal customer support for grant requestors, demonstrating the Lilly Customer Experience Principles
  • Manage complex customer inquiries and requests and provide daily support in requestor correspondence Apply approved email templates, authorized text, and formats.
  • Using good judgement, Understand and apply the guardrails regarding what can be communicated and what cannot to maintain independence
  • Triage and answer requestor questions; provide guidance; and escalate to leadership when needed
  • Collect and report metrics on response times and customer interactions
  • Anticipate customer needs handling complex queries and be an exceptional resource for our grant requestors

Medical Education Grant Officer (MEGO) Support

  • Support the internal LGO front office team on tasks that can assist them in their roles
  • Screen grant requests prior to being submitted to the MEGO, at times making decisions, if requested
  • Support annual Business Planning process
  • Drive reporting by creating and providing monthly/quarterly metrics reports (along with ad hoc requests) for the MEGOs
  • Data analytics to Provide reports from the Grant Management System, and partner with MEGOs to aggregate data and create storyboards and presentations that enable the MEGOs to tell the story of impact/value and Return on Educational Investments
  • Understand the broader Lilly Medical Affairs Education function and the collaboration needed to support quality education
  • Customer queries externally facing and compliant with regulations critical for compliance


  • Demonstrate a strong compliance-oriented mindset and help to build a strong compliance culture
  • Ensure critical compliance adherence to all applicable laws and regulations impacting the medical education environment, including ACCME and other industry regulations; apply to all interactions with external and internal inquires
  • Deep knowledge of all applicable function-specific processes and training to ensure full compliance

  • College degree
  • Customer facing experience with exceptional communication stills
  • Degree in healthcare related field
  • Higher degrees of education (e.g. MS, MBA)
  • Experience following the Lilly Customer Experience Principles when working with external parties
  • Business Process development / Project Management skills
  • Experience working in a regulated / compliance-driven environment
  • Ability to manage complex issues and drive to resolution
  • Strong computer skills (i.e. Excel, PowerPoint, Word)
  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • System experience (e.g. Salesforce)