Associate Director, Customer Service, EMEA

Working with Us

Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

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. Read more: careers.bms.com/working-with-us

Position Purpose

• Lead all Front-Office activities in the capability centre, which include activities by the customer service associate team, the front office is tasked to interface with customers to receive orders and resolve / route inquiries.

• Responsible for day to day service delivery and performance of customer-facing activities.

• Promotes and emphasizes the environment of effective financial and quality controls and compliance & knowledge sharing culture across the Order to Cash (O2C) department.

• Reports outcome of Order Management (OM) team activities through defined KPIs to Key Business Partners and O2C Lead, highlights areas for further improvement, ongoing assesses capacity of the team and ensures effective BCP is in place.

• Drives continues improvement, standardisation and project initiatives with focus on effectiveness and efficiency within its own and cross O2C function

• Clearly defines performance standards and holds functional managers directly responsible for execution of processes, controls and knowledge management within their function and markets in scope.

• Directly responsible for E2E processes and cross-functional alignment.

Key Responsibilities

• Responsible for leading the EMEA Customer Facing functional team, setting up and monitoring specified services provided to local markets at agreed operational levels within defined controls and GDP.

• Ensures that activities and services are performed effectively and efficiently with full cross-functional alignment.

• Keeps individual managers accountable for ensuring that team members are trained and perform activities according to defined standards, by demonstrating and promoting BMS culture and behaviors.

• Aligns with other functional leads on team and departmental objectives to further support operational excellence.

• Masters the quality complaint procedure and adverse event processes.

• Collects and addresses individual team escalations as a result of regular operational review processes and supports team managers in issue resolution.

• The role works actively with the O2C Lead on operational strategy.

• Ensures periodic operational reviews are conducted to assess and discuss operational performance for all EMEA markets within the ECC ops scope.

• Obtains regular feedback from key business partners to ensure ongoing process improvement and operational excellence.

• Coordinates and escalates cross-functional inefficiencies identified during operational reviews.

• Understands in-market commercial strategies and ensures that the team and processes are structured, designed, and organized to support changes driven by business and/or external factors.

• Proactively communicates all changes to other functional leads and the O2C lead.

• Examples include changes in pricing strategies, new product launches or divestitures, and the deployment or modification of tools/processes in order submission.

• Supports and coaches team managers and team members. Holds regular one-on-one meetings with individuals as well as performance check-ins throughout the year.

• Understands and applies BMS policies on managing people.

• Discusses objectives and development plans with individuals and the team.

• Actively participates in the ECC managers forum, taking an active role and participating in ECC-driven initiatives to build and maintain ECC culture, objectives, and priorities.

• Defines KPIs and monitors team performance, driving review meetings with supervisors and other managers.

• Works with the O2C Lead in forming departmental strategy, setting team and departmental objectives, and interpreting agreed goals to their teams through clearly defined operational goals.

• Structures and organizes activities within their teams to drive effective and efficient service delivery.

• Performs regular assessments to ensure the structure in place remains agile to support business goals and objectives.

• Guarantees services are delivered in line with BMS guiding principles as defined by SLA, Corporate/Regional and Country-Specific SOPs, and OCDs.

• Identifies and initiates projects that deliver greater standardization, continuous improvement, and cross-functional alignment (e.g., as an outcome of regular operational reviews and feedback obtained from key business partners).

• Aligns project objectives with business partners, ensures resources are allocated to the project, and deliverables are completed as per agreed deadlines.

• Coordinates “ad hoc efforts” to avoid or mitigate negative impacts on operations, financials, or provided business support.

• Ensures strong business, system, and process knowledge is maintained across operational teams allowing them to drive complex projects such as the integration or departure of business activities and managing TSAs.

• Assesses knowledge gaps jointly with the managerial team and cooperates with the KM team to achieve an efficient and effective KM strategy.

• Defines and periodically reviews departmental BCP and functional backup planning.

• Ensures the Global SOP is reflected and supported through EMEA SOPs and WIs.

• Ensures ongoing review and updates, guaranteeing that quality standards are achieved as defined by the KM team.

• Develops effective relationships with all listed business partners through individual meetings and active participation in regular operational reviews.

• Gains trust through active response, constructive issue resolution processes, cooperation, and feedback response.

• Develops a recruitment strategy for the XX function in connection with other functional leads.

• Actively provides feedback to the O2C Lead and HR team on the effectiveness of the recruitment process for both contractual and BMS resources.

• Ensures an effective onboarding process is in place across all organizational levels, regularly reviews the onboarding strategy, and ensures all newcomers feel “welcomed” in O2C and within ECC (ECC/O2C communications, face-to-face “welcome calls with managers,” etc.).

• Ensures a talent development process and pipelining for all critical roles is in place for the respective function.

• Communicates and shares development plans transparently within the O2C management team.

Required Skills & Desired Experience

• Degree in Business Administration, Accounting or equivalent business experience.

• Effective managerial, project management, interpersonal, soft and coordination skills

• Knowledge of Order-to-Cash, order managements, logistics, distribution, internal controls, accounting

• Excellent computer skills with competencies in MS applications (Excel, Outlook) and major ERP platforms (SAP, preferred).

• Extensive demonstrated experience in leading teams & projects, and broad accounting or finance experience, with experience within O2C.

• Additional European language beyond English would be preferred; such as German, French, Spanish, Italian, Dutch

• Extensive experience in Pharmaceutical Industry

#LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers

With a single vision as inspiring as Transforming patients’ lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected] . Visit careers.bms.com/ (https://careers.bms.com/eeo-accessibility) eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

Bristol Myers Squibb is Disability Confident – Employer

A UK Government scheme

Company: Bristol-Myers Squibb

Req Number: R1584857

Updated: 2024-08-31 05:15:05.483 UTC

Location: Chester-GB

Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.