OTC Process Lead, Americas
CSL, King Of Prussia, PA, United States
The Opportunity
This Order To Cash, Americas Lead is an integral role within global Order To Cash stream under BPO Organization. The role is accountable for both CSL’s Order To Cash for Americas region, covering activities (Customer Management; Order management; EDI management; Invoice to Cash; Delivery Management; Return Processes, enterprise-wide within the Affiliate and Export fulfilment) to ensure fit for purpose. This role sets up the global standard and process improvement that will bring the most value (Faster and Better) to improve UX, productivity and CX in different markets.
This role will also be responsible for making sure the global standard is enforced while ensuring the capabilities to be fully sustainable.
You will analyze and measure the effectiveness of existing business processes and develop sustainable, repeatable and quantifiable business process improvements.
You will research best business practices within and outside the organization to establish benchmark data.
This role develops and/or coordinates improved policies, methods, procedures, instructions, and forms to achieve greater operations efficiency and cost-effectiveness.
The role may determine how new information technologies can support reengineering business processes and represent the business to define requirements and business cases for the technology developments.
You will collect and analyze process data to initiate, develop and recommend business practices and procedures.
The Role
Define and implement Order to Cash global standard set of process, KPI/metrics and solution to drive Operational, Quality and Safety excellence
Govern the deployment of additional capabilities to ensure integrity of the global template while driving continuous improvement initiatives to meet target performance levels
Develops and fosters a continuous improvement philosophy and promotes compliance in quality, safety and training in support of successful operations.
Define and manage any Improvement and Innovation opportunity/project from the Business Case creation through Value Creation post deployment
Continually improve and innovate the Process control environment ensuring compliance with market regulations and CSL policy
Responsible for business process documents creation and maintenance.
Oversees training, communications and development of team members
Evaluates performance against process requirements and implements changes as required
Provide an oversight of the E2E Order To Cash day-to-day activities within the business in Americas region to provide necessary BAU (Business as Usual) support
Lead the team to bring “blue sky concept” to reality through collaboration supported by analyzing data and facts
Benchmark any industry leading practices to be compared with CSL value and opportunities to further improve
Build any required template(s) to allow and support successful Agile deployment, which may require product owner assignment (global accountability)
Provide a positive and equitable working environment emphasizing the CSL Values: Customer Focus, Innovation, Integrity, Collaboration, and Superior Performance.
Complies with requirements from CSL Behring’s Safety Program, including Health and Safety mandates and OSHA requirements
Completes any other duties/responsibilities assigned by senior management
Skills & Experience
Bachelor degree in relevant discipline; advanced degree preferred
8+ years' experience in process management
Demonstrated project leadership and/or participation
Proven experience in Good Manufacturing Practices (cGMPs) and qualification
Six sigma project leadership/participation
Experience within a multi site/regulated environment preferred
5 - 7 years of Order Mgt, Customer Service & Fulfilment experience with increasing responsibility, especially in Continuous Improvement. Shared Service experience is preferred.
3 – 5 years of Order to Cash Global and Local Americas market knowledge
Good understanding of Contract Management and Pricing tool is preferred
Has led or participated in related OTC Digital Transformation regionally or globally
High proficiency in ERP (SAP S4 Hana); Hands on Experience in Business Integration (M&A), enterprise structure, Order to Invoice, Invoice to Cash and Customer Master Data Standard.
At least 2 years of experience in a leadership and project management role, preferably in global setting
Fluency in English. Spanish knowledge is preferred
Proven leadership and experience for transforming OTC and Order Management operation (system and process changes); life sciences/pharmaceutical preferred.
Strong ability to drive and promote change, capability to effectively work in a matrixed and collaborative team environment.
Process Improvement experience, Six Sigma certification/training is a plus
Good presentation and influential skills with various level within the organization are a must
Servant leadership, Proactive, Go-Getter, Customer Focused and Solution (Process and Data) driven
Strong Business acumen, Proactive, Think-outside-the- box and Analytical approach
Ability to supervise and direct assigned staff including monitoring and evaluating work performance, interviewing and hiring staff, conducting training and development, establishing work priorities and scheduling job tasks
Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.
About CSL Behring CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.
CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.
Our Benefits For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.
You Belong at CSL At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.
To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging
Equal Opportunity Employer CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.
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This Order To Cash, Americas Lead is an integral role within global Order To Cash stream under BPO Organization. The role is accountable for both CSL’s Order To Cash for Americas region, covering activities (Customer Management; Order management; EDI management; Invoice to Cash; Delivery Management; Return Processes, enterprise-wide within the Affiliate and Export fulfilment) to ensure fit for purpose. This role sets up the global standard and process improvement that will bring the most value (Faster and Better) to improve UX, productivity and CX in different markets.
This role will also be responsible for making sure the global standard is enforced while ensuring the capabilities to be fully sustainable.
You will analyze and measure the effectiveness of existing business processes and develop sustainable, repeatable and quantifiable business process improvements.
You will research best business practices within and outside the organization to establish benchmark data.
This role develops and/or coordinates improved policies, methods, procedures, instructions, and forms to achieve greater operations efficiency and cost-effectiveness.
The role may determine how new information technologies can support reengineering business processes and represent the business to define requirements and business cases for the technology developments.
You will collect and analyze process data to initiate, develop and recommend business practices and procedures.
The Role
Define and implement Order to Cash global standard set of process, KPI/metrics and solution to drive Operational, Quality and Safety excellence
Govern the deployment of additional capabilities to ensure integrity of the global template while driving continuous improvement initiatives to meet target performance levels
Develops and fosters a continuous improvement philosophy and promotes compliance in quality, safety and training in support of successful operations.
Define and manage any Improvement and Innovation opportunity/project from the Business Case creation through Value Creation post deployment
Continually improve and innovate the Process control environment ensuring compliance with market regulations and CSL policy
Responsible for business process documents creation and maintenance.
Oversees training, communications and development of team members
Evaluates performance against process requirements and implements changes as required
Provide an oversight of the E2E Order To Cash day-to-day activities within the business in Americas region to provide necessary BAU (Business as Usual) support
Lead the team to bring “blue sky concept” to reality through collaboration supported by analyzing data and facts
Benchmark any industry leading practices to be compared with CSL value and opportunities to further improve
Build any required template(s) to allow and support successful Agile deployment, which may require product owner assignment (global accountability)
Provide a positive and equitable working environment emphasizing the CSL Values: Customer Focus, Innovation, Integrity, Collaboration, and Superior Performance.
Complies with requirements from CSL Behring’s Safety Program, including Health and Safety mandates and OSHA requirements
Completes any other duties/responsibilities assigned by senior management
Skills & Experience
Bachelor degree in relevant discipline; advanced degree preferred
8+ years' experience in process management
Demonstrated project leadership and/or participation
Proven experience in Good Manufacturing Practices (cGMPs) and qualification
Six sigma project leadership/participation
Experience within a multi site/regulated environment preferred
5 - 7 years of Order Mgt, Customer Service & Fulfilment experience with increasing responsibility, especially in Continuous Improvement. Shared Service experience is preferred.
3 – 5 years of Order to Cash Global and Local Americas market knowledge
Good understanding of Contract Management and Pricing tool is preferred
Has led or participated in related OTC Digital Transformation regionally or globally
High proficiency in ERP (SAP S4 Hana); Hands on Experience in Business Integration (M&A), enterprise structure, Order to Invoice, Invoice to Cash and Customer Master Data Standard.
At least 2 years of experience in a leadership and project management role, preferably in global setting
Fluency in English. Spanish knowledge is preferred
Proven leadership and experience for transforming OTC and Order Management operation (system and process changes); life sciences/pharmaceutical preferred.
Strong ability to drive and promote change, capability to effectively work in a matrixed and collaborative team environment.
Process Improvement experience, Six Sigma certification/training is a plus
Good presentation and influential skills with various level within the organization are a must
Servant leadership, Proactive, Go-Getter, Customer Focused and Solution (Process and Data) driven
Strong Business acumen, Proactive, Think-outside-the- box and Analytical approach
Ability to supervise and direct assigned staff including monitoring and evaluating work performance, interviewing and hiring staff, conducting training and development, establishing work priorities and scheduling job tasks
Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.
About CSL Behring CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.
CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.
Our Benefits For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.
You Belong at CSL At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.
To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging
Equal Opportunity Employer CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.
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