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Senior Analyst

Petaling Jaya, Malaysia

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Req ID R-26048 Title Senior Analyst City Petaling Jaya State / Province Selangor Country Malaysia

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.

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.

GBSKL was established in March 2011 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBSKL quickly excelled in its financial mandate, allowing the 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 Global HR Data Management, Medical Information, Trial Capabilities, and more to come on stream in 2022.


An O2B Senior Analyst is responsible for providing quality and efficient customer service to external customers as well as internal Affiliates through daily collaboration with a team of customer service agents within GBS KL to deliver highest standards of services as per stipulated in SLA. The Senior Analyst will facilitate and contribute to the business success of Affiliates and Lilly as a whole by serving both internal and external customers through timely order processing, servicing inbound calls from customer, handling enquiries, processing business transactions with connection to returns, and etc.

Key Responsibilities


  • Provide O2B operational support for assigned Asia Pacific countries.
  • Execution of operational metrics and SLA reporting.
  • Liaise with internal contacts including affiliate management, tier 2 customer service, sales and marketing and quality team.
  • Liaise with external contacts including logistic service providers and customers.
  • Act as a power user for Order To Cash (O2C) customer service processes.
  • Log remedy ticket for operational errors/ issue encountered by the team and follow up with BPKC for issue resolution.
  • Propose and implement standardization and process improvements for customer service processes.
  • Review and amend process documents for additional improvement or scope expansion projects.
  • Provide O2C overview process and other SAP training for new joiner
  • Arrange O2B governance calls scheduling with the team and affiliates on monthly or quarterly basis.
  • Active participation in meetings and ad hoc projects as required.
  • Review weekly and monthly SOX reports and record findings and ensure mitigation controls are performed.
  • Compile and analyze daily reports to monitor agents’ performance and abandon call. Log trouble ticket to I3 for root cause analysis and issue resolution.
  • Ad hoc administrative duties as requested by Management.

Continuous Improvement

  • Encourage team to identify area of improvement and put concrete action in place to make O2B more effective and efficient.
  • Continuously look for ways to improve our service level for our customers and stakeholders.
  • Support organizational changes.
  • Heavily involved in any Process Improvement Projects and responsible to lead the team to achieve the project milestone.


  • Understand and follow all compliance policies, laws, regulations, and The 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 SOX and Operational controls are completed and followed to level required and within agreed timeframe.
  • Integrate compliance into daily activities.
  • Comply with any corrective actions.
  • Cooperate with investigations, monitoring and audits.

People and Engagement

  • Demonstrate strong interpersonal skills and communication skills with the ability to communicate and influence at all levels
  • Work in partnership with various cross-functional stakeholders to maintain efficient and compliant processes.
  • Ensure the culture of compliance is reinforced continuously within the team.
  • Actively develop and maintain trusted relationships internally & externally with all business partners

Minimum Qualification Requirements:

  • More than 5 years of relevant work experience in Shared Service Centre in customer facing role.
  • Must have customer service skills and must be able to interact with both internal and external customers.
  • Knowledge in order processing.
  • Experience in process improvement initiative and projects.
  • Knowledge in Six sigma experience is an advantage.
  • Good numeracy skills with the ability to analyze and interpret KPIs and how to use them to improve performance.
  • Good business, market and product knowledge.
  • Troubleshooting and issue resolution skill.
  • Clear understanding of customer service role and different internal countries’ operational requirement.
  • Strong analytical skills
  • Ability to multi-task, work well under pressure and prioritize responsibilities.
  • Independent forward thinker on process improvements.
  • Ability to exercise effective judgment, sensitivity and creativity to changing needs and situations.
  • Ability to influence and establish credibility, trust and rapport with internal and external stakeholders and colleagues and is able to work as a member of a team.
  • Capable of problem solving and conflict resolution whilst maintaining a positive group dynamic.


  • Proficiency in English (Spoken and Written)
  • Proficiency in Mandarin (Spoken and Written)
  • Proficiency in Microsoft Office software (Excel, Word, PowerPoint etc.)
  • Knowledge and experience in SAP is required

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 ( ) 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 and apply to Req ID R-26048.

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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