Major Accountabilities. Calculates, analyzes, tracks, and reports operational KPIs and metrics to drive efficiency and quality of O2C processes.
Ensures KPIs are properly reported and displayed via dashboards.
Provides services at expected levels with a strong focus on customer service customer service and resolving / escalating issues timely.
Interacts proactively with key stakeholders to ensure appropriate services levels.
Increases process efficiency and quality by continuous improvement and challenging the status quo.
Works with process owners to ensure compliance issues are closed timely.
Trains O2C team in compliance and KPI understanding
Credit risk assessment. Collections strategies. Supports that all processes, policies, and procedures are clearly defined, fully documented, in line with Sandoz standards and adhered to. Ensures the completion and high quality of SOX related controls with adequate proof of evidence.
Accompanies and supports internal audits and reviews.
Ensures compliance with Novartis Accounting Manual (NAM), Novartis Financial Controls Manual (NFCM) and regulatory requirements.
Ensures application of agreed Novartis control procedures and actively supports to deliver SOX certification.
