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Senior Analyst, Customer Meeting Services (CMS) – Iberian Hub - Spanish

Cork, Ireland

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Req ID R-25973 Title Senior Analyst, Customer Meeting Services (CMS) – Iberian Hub - Spanish City Cork State / Province Cork Country Ireland

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

About us

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 2021 and 2022.

The Customer Meeting Services (CMS) team support Lilly Meeting Owners throughout Europe, Russia, Ukraine, Turkey and recently South Africa with meeting planning, oversight, 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 and compliance support.

The CMS Team works cross-functionally with regular interaction with key business partners within the GBS, European & Global CMS network, along with other key connected functions in Lilly, in particular Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance.

The team is made of 50 multilingual and crossed skilled individuals providing services to HCP’s across Europe.

This is a one year Fixed Term Contract

Responsibilities:

The primary role of the CMS Senior Analyst is to provide excellent, in-depth, risk-savvy oversight & coordination of all aspects of the contracting and payment activities completed within their allocated Hub.

  • Support the CMS Manager by owning front line operational & technical escalations or queries from the team & affiliates, having the expertise and confidence to apply the policy rules and make decisions.
  • Be a natural “go-to” person within CMS to learn from on all aspects of the contract to pay and transfer of value disclosure processes, leading and driving significant changes in operational practices where needed in CMS and across the wider business.
  • Responsible and accountable for providing excellent customer experience through the end to end coordination & execution of the Global Contract to Pay process in parallel with country specifics all in a compliant manner. This includes the pre-contracting data management for the Healthcare Professional.
  • Oversight of daily operational dashboards across your Hub, adhering to defined SLAs.
  • Responsible for detailed analysis of the SLAs and metrics. Identify findings and communicate proposed solutions to management/stakeholders demonstrating influencing skills. Agree and implement action plan to ensure KPIs are being met and improved.
  • Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs.
  • Compliantly support Lilly’s ToV disclosure requirements, responding to queries and data correction requests from Global Transparency team as required. 
  • Lead operational calls with the affiliate, building a positive & trusted working relationship between the GBS & local CMS.
  • Effectively coach & mentor CMS team members through change management and/or operational challenges.
  • Support/lead global/regional high impact strategic projects across CMS and the wider EC&S organization
  • You may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line manager

Requirements: Experience and Education

  • Fluency in Spanish & English is essential.
  • 10 years’ experience with excellent communications & compliance skills, together with experience identifying and leading process change, in a customer-facing environment is required
  • Bachelor’s Degree (or equivalent work experience) is required.
  • Experience in Sales Force, SAP, MS Office including Excel and Visio is an advantage.
  • Experience with Contracting systems is an advantage
  • Project Management certification (or equivalent work experience) is an advantage

Personal Attributes

  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • Ability to proactively & effectively analyze & 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 a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external outsourced team members

The GBS focuses on the following foundational pillars across the full organization to ensure a solid and consistent approach to running our business

Compliance

  • Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
  • Familiarize 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. 

People

  • Actively work with the core team members, internal business partners, external support agencies, and Healthcare Professionals to build effective working relationships

Customer

  • Demonstrate excellence in all interactions with our internal customers, business partners & external Healthcare Professionals
  • Focus on measuring & improving our Healthcare Professional’s experience with the CMS process & teams

Continuous Improvement

  • 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 drive improvements for processes

Additional Information

*Travel Percentage – Up to 10% international travel may be required

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#WeAreLilly

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

To submit resume, visit https://www.lilly.com/careers and apply to Req ID R-25973.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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