P2P Service Delivery & Innovation Lead

22! The number of countries supported by NGSC KL FRA Operations Team that delivers financial reporting and accounting services, financial compliance and process expertise in the areas of Record to Report, Request to Pay, Procure to Pay, Travel and Expense and Invoice to Cash. As part of the Novartis FRA Operations team, this is a key P2P and T&E role for you to make change happen and give positive impact.
Join us today as the P2P Service Delivery & Innovation Lead where you will be responsible for Service Delivery excellence, project enabler and continuous improvement for all internal Novartis associates and 3rd party suppliers within the multiple country/ language in JAPMA/AMEA region as well as ensuring a strong controls environment and compliance in the region S2P end-to-end processes.
Key Responsibilities
• Ensuring a cross-country alignment of service delivery standards, performance and measures/ KPIs within their Region/NGSC and across other global NGSCs.
• Play a key role in the Global S2P Service Delivery management team and in designing and implementing standardized Service Delivery models that meet the region/customers’ needs and provide global model/tools for other global Regions/NGSCs.
• The primary Regional Service Delivery liaison for Key Senior Stakeholders within Novartis and with 3rd Party Suppliers. They will collaborate with regional NGSC S2P Business Partners to ensure Key Stakeholders, Countries and Functions are engaged, advised and participating in providing S2P customer insight, challenges and opportunities.
• Proactive management of Regional (multiple countries and languages) Service Delivery to Novartis Associates and 3rd party suppliers.
• Drive the design, implementation and stabilization of all SD solutions (RPA, AI, Etc.) and models. Ensuring all solutions and mitigations are globally standardized at all global NGSCs SD functions.
• Ensures a consistent methodology and data collection within our team to produce necessary dashboards that allows visibility of the efficiency/effectiveness of the process and operations. This includes monitoring the Global/Regional dashboards that show its performance.
• Own regional Customer Satisfaction plan, pro-actively ensuring customer engagement forums feedback and data to highlight key trends and opportunities to identify early end-to-end S2P process/system enhancements and mitigations to improve Customer satisfaction/ User experience.
• Pro-actively monitor regional operational SD KPIs (TAT, Dropped Calls, Aging tickets, Aged Open items, etc.) and engage both S2P Hub and 3rd Party providers in resolving and continuously improving SD performance.
• Comprehensive change management and engagement plans for projects/ initiatives – from idea to implementation and return on investment.
Petaling Jaya, 10, MY