Feb 16, 2023

Job Description

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.

Diversity & Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Minimum Requirements

What you’ll bring to the role:
• University level degree in Accounting/ Business Administration/ Economics/Finance or Chartered Accountant is a must
• Strong command of English language is a pre-requisite, other languages such as Japanese/ Chinese/ Korean/ Thai/ Arabic will be an advantage.
• 9-12 years of Financial experience, with in-depth S2P/ P2P functional & process expertise
• Demonstrated ability to work effectively in a multi-national, matrix organization
• Previous experience in managing change and communications
• Proven record of successfully managing projects driving performance/ operations excellence (e.g. ERP implementation)
• Excellent people skills, leadership exposure, digitalization and innovation enabler

Why consider Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine what you could do at Novartis!
Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Petaling Jaya
Audit & Finance
Full Time
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P2P Service Delivery & Innovation Lead

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