POSITION PURPOSE : Lead all regional back-office activities, specifically the activities performed by the shared Technical Support Associate team (TSA).
This includes credit reviews, master data, accounts receivable, collection and credit and debit memos activities. Responsible for day-to-day service delivery and performance of the TSA team.
KEY RESPONSIBILITIES : Support market leads and business units in the definition of GOTC policies, business rules and procedures Lead regional team delivery of credit authorization, master data maintenance, collection and accounts receivable activities, ensuring specified services are provided to local markets at agreed operational level agreement.
Lead service management process including creation of regular service level reports and participation in regular / monthly market level service management reviews pertaining to TSA back office responsibilities Ensure resolution of issues raised by local markets regarding regional center support of back office activities Serve as escalation point within regional center for the TSA back office teams and other BMS organizations such as Distribution, Finance, Legal, etc.
Ensure the credit limit / credit release authorization and of master data changes are based on GOA escalation Review reports that are TSA back office-generated for consumption by other departments before they are distributed (e.
g. A / R Reporting, documentation to support bad debt calculations) Resolve any questions with TSA back office teams over ownership of activities, support for new work, responsibility for adhoc / one-off efforts, etc.
Implement and coordinate continuous improvement processes Lead and own all people activities for the TSA back office teams Support any necessary recruiting and hiring required of the TSA back office teams Provide support for adhoc requests from Regional Hub Lead and provide timely checkpoints to ensure their visibility into back office performance Review KPIs and other performance metrics, identifies opportunities for improvement ADDITIONAL RESPONSIBILITIES : Support internal and external audits Support special Order to Cash projects KNOWLEDGE, SKILLS, and COMPETENCIES : Education / Experience 5+ years experience in Pharmaceutical Industry 3+ years of coordination / supervision experience 3+ years experience in customer service or order to cash related specialty Undergraduate degree Fluent in English language.
Preferable Portuguese Functional Strong coordination skills Strong analytical and problem solving skills Demonstrates intellectual / emotional capability and commitment High level of oral, written and interpersonal communication skills Ability to interact with Senior Management.
Strong presentation skills Develops strong working relationships and builds alignment with stakeholders Significant knowledge of order to cash, accounts receivable, collections, logistics, distribution, internal controls, accounting Technical Ability to use SAP and other Customer Service applications Advance knowledge and use of office productivity tools Around the world, we are passionate about making an impact on the lives of patients with serious diseases.
Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.