Customer Meetings Services (CMS) Analyst Italian and Romanian
Europe; Middle East; Africa
The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, including Customer Meeting Services, Global HR Data Management and Medical Information. This growth, outside of Finance, is in addition to continued growth in our original Finance scope.
This means that we have a diverse group of employees from finance professionals to HR professionals to medical professionals and event planning experts. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. This is enhanced by every employee in the GBS and championed by the GBS committees – Sports & Social, Culture Club, Corporate Social Responsibility, Health & Safety, Diversity & Inclusion, Food.
The GBS was awarded CCMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. The GBS Lilly Management Team is currently looking for you if you have a people-oriented, customer centric and forward-thinking mindset. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team.
Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. Other than working with a great team, we also offer a very competitive benefits package. We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long term career.
The Customer Meeting Services (CMS) team support Lilly’s meeting owners throughout Europe, Russia, Ukraine & Turkey with meeting planning & oversight, contract & payment execution and transfer of value (TOV) data collection to enable compliance with the EFPIA Disclosure Code. CMS teams locally provide support for Meetings Oversight, while the CMS teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement compliance & technical support.
The primary role of the CMS Analyst is to provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.
Be seen as a “go-to” information resource for Contracting to Pay queries both from external HCPs and internal business partners.
Provide excellent customer experience through the timely coordination & execution of HCP contract to pay processes for assigned country. This requires monitoring daily operational dashboard to ensure compliance with pre-defined SLAs & ensuring effective distribution of the dashboard across the team
Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs.
Ensure compliance with data capture requirements to support the Lilly’s TOV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publication
Review key metrics & communicate to stakeholders to ensure KPIs are being met & improved
Ensure efficient and effective issue resolution for queries escalated from CMS Associates, including escalating as necessary to the CMS Managers
Effectively coach & mentor the CMS Associates to ensure they deliver excellence and compliance across key processes.
Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
Support global/regional CMS projects as required.
Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members
2-3 years’ customer facing experience with excellent communications & compliance skills, together with experience identifying and delivering process change
Bachelor’s Degree (or equivalent work experience)
Fluency in English & Italian language
Romanian Fluency a distinct advantage
The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business (Additional Information include):
Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
Familiarise with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
Ensure ownership for all applicable Operational controls for your area as well as the remediation for any deficiencies and the sharing of all learnings across the team.
Actively work with the core team members, internal business partners, external support agencies, and Healthcare Professionals to build effective working relationships
Demonstrate excellence in all interactions with our GBS internal customers & business partners
Focus on measuring & improving our Healthcare Professional’s experience with the CMS process & teams
Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
Actively work with the core team members & Global/Regional CMS team to influence/drive improvements for processes
Ability to handle complexity and utilize analytical skills, with attention to detail
Ability to proactively & effectively analyse & resolve problems
Ability to effectively prioritize and complete key tasks and deliverables
Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
Ability to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external Business Process Outsourced organisation/Meeting Planning company team members
Experience in Sales Force, SAP P2P module, MS Office including Visio