Invoice Service Delivery Analyst

Description

Invoice Service Delivery Analyst
GSK House/Initially Remote
Contract until
Pay: £149/d PAY or £190/d via umbrella

Job Purpose

• Reports into the Invoice Service Delivery Manager who is responsible for optimising the delivery of services to customers.
• Monitoring performance of the Invoice Service Operational Teams (Genpact).
• Optimising delivery of services to customers through continuous improvement and implementation of process efficiencies.
• Customer Relationship Management for Escalations relating to Invoice Service, working closely with FS CRM.

Key Responsibilities

Operational Delivery - Process

• Drive the closure of open issues and escalations ensuring preventative measures are in place to prevent reoccurrence.
• Challenge the validity of established procedures, policies and processes to ensure continuous improvement.
• Provide Technical support to Genpact extended team.
• Daily Performance monitoring of KPI's and identify process improvements or training requirements of extended Genpact Team.
• Deliver the training and knowledge transfers of process/system changes to the Operational teams and provide critical process support and transition support following go-live.
• Engage with stakeholders on process performance challenges.
• Key point of contact for queries triggered by Customer Relationship Manager to SDM Invoice Service.
• Analysis of KPI's, including RCA and develop action plans.
• Ensure all processes are documented & maintained across the team.
• Provide support for root cause analysis performed in Genpact.
• Identify and deliver process improvements within SCA Invoice Service.
• Ensure that delivery of improvements is optimal, compliant, and aligned and meet both IQMS and Sarbanes Oxley requirements.
• Ensure all initiatives follow the Change Framework; Diagnose, Design, Implement, Embed & Grow and Learning & Engagement process.
• Ensure that all working SOPs relevant to the team are maintained.
• Approve and validate data set up/change requests submitted by Invoice Analyst
• Run reports to monitor performance.

Operational Delivery - Tools

• Daily monitoring and support through the use of Comm Cells.
• Ability to run reports and carry out constructive analysis to support performance management and corrective actions.
• Provide full visibility of performance to the Service Delivery Manager through agreed reporting tools and KPI's and with clear and effective communication.
• Operating internal controls and regulatory compliance through applicable policies, procedures and processes.
• Strong understanding and application of ADP (Accelerating Delivery and Performance).

Operational Delivery - People and Leadership

• Support the development of team capabilities in Genpact, creating a culture of high performance.
• Embed change end to end through internal and external GSK teams to the markets.
• Support delivery of training.
• Help interpret messages from Leadership Team and ensures these are cascaded.

Budget

• Identify opportunities for savings

Service Strategy Development

• Work with Managers to deliver strategy for the service line.

Relationships

• Build effective relationships with Genpact and work cross functionally with key areas such as GMS and LOC's, Logistics, Finance and Supply Chain teams.
• Build effective relationships with support functions.
• Work to the stakeholder map.
• Work as one team with Genpact.
• Attend cross functional workshops.
• Work closely with key stakeholders.

Basic Qualifications:

• Solid experience in either Export (Logistics), or in Supply Chain Operational activities.
• Demonstrated ability in successfully resolving customer issues regardless of organisational boundaries, to a mutually acceptable solution
• Deep understanding of end-to-end processes and associated technology platforms (preferably SAP and JDE)
• Excellent analytical skills. Ability to identify and resolve problems
• Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
• Able to see the big' picture and capable of thinking beyond immediate area of responsibility.
• Self motivated; ability to work under pressure within a continually changing environment.

Preferred Qualifications:

• Educated to degree level or equivalent an advantage.
• Knowledge of supply chain processes to include Trade Routes, Invoicing, Credit Notes and Transfer Pricing is a distinct advantage.
• Familiar with Export & logistics practices.
• Highly computer literate with a working knowledge of key global supply chain IT systems (SNP, SAP, JDE,) and their associated interfaces an advantage.
• Awareness of all business operating models at an International Level.