P2P PROCESS EXCELLENCE

Summary This position is responsible for overseeing operational stability and excellence throughout the E2E process and the extended team of TCS.
Ensuring standards, performance and KPIs within their Regions and across other global NGSCS.
Ensuring the design, global standardization and implementation of Service Delivery tools and models to improve and continuously improve their Regions P2P through Data analytics driven decisions.
This role will collaborate with internal TCS, Novartis Spokes, GPO, customers, and external suppliers to lead operational excellence by maintaining controls and reporting.
About the Role Major Accountabilities.
Focus on Data Analytics Responsible for overseeing and delivering a comprehensive approach for monitoring and reporting the E2E P2P process.
Drives a control-focused mindset, Ensures reporting program that provides consistent global view of operational and strategic KPIs.
Delivering appropriate reporting and metrics to provide insight to operational efficiency and effectiveness.
Delivers relevant commentary aimed at improvement initiatives and identification of key drivers and root cause.
Demonstrates a high level of understanding of relevant strategies associated with effective process monitoring and reporting.
Drive through data, performance Management and Service Delivery.
Provides services at expected levels with a clear customer service mindset.
Deliver industry standard best in class performance and a user-friendly End-user experience.
Technical/Systems Management - Oversees system landscape and serves as system SME.
Based on operational excellence metrics, ticket analysis, identifies P2P system enhancements and ensures operational efficiency.
Solution Center Management.
Responsible for seamless delivery of P2P Solution Center (SC) services.
Ensures local/global KPIs and SLAs are met, managed and improved.
Ensures E2E P2P process knowledge retention and a high level of training is provided to SC associates.
SME on E2E process.
Ensure advisement of end users and external suppliers on compliance to E2E policies and procedures.
Demonstrating a high level of understanding of relevant strategies related to optimizing service delivery in a SC environment Project Management/Team Management - Demonstrate experience in planning and leading projects utilising project management techniques, with strong interpersonal and understanding of technical requirements.
Extensive experience in organizational design and people management and development, with the ability to motivate and empower teams.
Drive projects in partnership with teammates and in consideration of E2E process.
Communication - Effectively communicate with internal peers, teammates, Internal/External Customers regarding daily operations and short-term/long-term strategies.
Role model for effective communication, objective listening, problem solving and conflict management Key Performance Indicators.
Process.
# tickets outstanding vs average inflow Aging by count and % of outstanding tickets Aging by resolver group First time resolution Average time to close #Tickets closed by associate Re-opened tickets L2 Support ticket TAT Daily Inflow vs outflow Min/max/average handle time Hold Time Abandoned Calls Inquiries by input channel Inquiries by BU/Cost Center/User Ideal Background.
Education.
Bachelor’s Degree                             Experience.
9+ Yr.
Work experience Competencies.
Previous Management Role in Finance, Accounts Payable, and/or Procurement Function Seasoned Experience with Ariba/SAP/BI or similar systems Seasoned Experience in Project Management and Process Improvements Seasoned Experience in managing remote 3rd party supplier relationships Previous Experience with Reporting and Analysis Previous Experience dealing with internal and external auditors Experience with SOX and control matrixes Strong Change Management Skills and Flexibility Strong Communication, Facilitation and interpersonal skills Strong Customer Service experience Strong knowledge and/or experience within an empowering/self-direct environment.
Demonstrated ability to work with international colleagues Demonstrated ability to resolve problems and conflicts across matrix organizations Ability to coach and provide constructive feedback DESIRED CPA and/or MBA Why Novartis.
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