We unite caring with discovery to make life better for people around the world at Eli Lilly and Company. Our employees work together globally to discover and bring life-changing medicines, improve disease understanding and management, and give back to our communities through philanthropy and volunteerism.
About Us
At Eli Lilly and Company, we strive to make a difference in the lives of people worldwide by discovering, developing, and delivering innovative medicines that help people live longer, healthier, and more active lives.
Global Business Solutions
Our Global Business Solutions (GBS) centre in Cork, Ireland has evolved from a shared service provider to a global business partner across various key business units. By centralizing, standardizing, and optimizing complex processes, GBS Cork provides innovative solutions that add value in areas including finance, supply chain, HR data management, customer support, clinical trial capabilities, and more. With over 1300 employees from 62 nationalities speaking over 50 languages, our team is diverse and global.
Culture and Benefits
Lilly enjoys a strong reputation for quality and focuses consistently on employee development. We aim to attract the best people and provide opportunities for growth, development, and an exceptional career. Other than working with a great team, we also offer a competitive benefits package and an open, transparent, and friendly work environment where employees are empowered and provided with opportunities to develop their long-term careers.
Enterprise Meeting Services
The Enterprise Meeting Services (EMS) team supports Lilly meeting owners with meeting planning and oversight, HCP contracts and payments execution, and reporting of transfer of value (TOV) to enable compliance with the EFPIA Disclosure Code. The EMS meetings and congresses teams provide support for meeting oversight, while the EMS Contract to Pay teams located in the GBS complete HCP contracting, payment, expense reimbursement, and compliance support.
Responsibilities:
* People Management and Development:
o Recruit, develop, and retain a technical and operationally capable workforce.
o Effectively manage an organization that continuously meets the needs of a growing portfolio.
o Develop and maintain organizational culture that fosters inclusion and innovation and demonstrates strong compliance-based decision making.
o Management and supervision of staff at various levels, including performance management, coaching, mentoring, and robust development, reward, and recognition.
* Operational Responsibilities:
o Ensure all key performance metrics are achieved and exceeded.
o Lead Stakeholder Management with corresponding Hub manager in local affiliate, ensuring a Team Lilly culture and approach.
o Maintain a high-performance culture and ensure customers (HCPs) are at the centre of everything we do through monitoring of Customer Satisfaction results and Service Level Agreements.
o Ensure HCP Contracting to Payment and HCP Meeting Support processes are followed and compliance and legal frameworks are adhered to.
o Assign day-to-day activities to the team and general team resource planning, managing absence, holidays, etc.
o Execution of internal controls and compliance measures and address any concerns.
o Escalation point for GBS operational issues for supported affiliates and HCP customers.
o Lead and implement process improvement projects and optimization opportunities across CMS and the wider business.
o Work closely with other CMS Managers to ensure consistency in service delivery, support the attainment of our core objectives.
o Identify and ensure shared learning across CMS HCP Contract to Pay and with other functional groups.
o Build capabilities in the function through the development and improvement of processes, tools, and training and partnering with other functions to leverage technology to increase efficiency.
Requirements: Experience and Education
* EMS Contract to Pay Senior Management Experience
* Strong Leadership skills and people management skills.
* Extensive experience of coaching and developing a team of 10+ employees to succeed.
* Experience of managing to multiple KPI's, SLA's, and Customer Satisfaction Metrics.
* Experience of leading a team across a multichannel customer service environment.
* Experience of leading multilingual teams.
* Experience of developing talent and succession planning.
* Experience of Contracting and Payments activities in a similar industry would be an advantage.
* Customer-centric focus with experience of delivering world-class service.
* Excellent stakeholder management skills with the ability to form strong relationships with internal and external parties.
* Experience working in fast-paced, dynamic, and complex shared service centres.
* Experience of working within a regulated environment.
* Experience of leading cross-functional projects and continuous improvement activities.
* Fluency in a European language would be an advantage, however not essential.
* Bachelor's degree, ideally within Business, Marketing, Accounting, or related fields.
Additional Information/ Requirements:
* Self-motivated professional with excellent customer service and strong working/team building relationship skills.
* Ability to influence and establish credibility, trust, and rapport with internal and external stakeholders and colleagues, and work as a member of a team.
* Ability to recognize changing needs and pre-prioritize activities accordingly, and complete assigned projects and meet defined objectives and milestones.
* Demonstrate strong interpersonal skills, written, and oral communication skills.
* Develop good relationships with various levels of personnel in Lilly's Financial organization, Affiliate organization, third-party service providers, and external auditors.
* Enable a culture of continuous improvement to drive efficiency through innovation, process improvement, people skills, and shared learning.
* Capable of problem-solving and conflict resolution.
Other Information:
* Travel may require up to 10%.