The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, including Customer Meeting Services, Global HR Data Management and Medical Information. This growth, outside of Finance, is in addition to continued growth in our original Finance scope.
This means that we have a diverse group of employees from finance professionals to HR professionals to medical professionals and event planning experts. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. This is enhanced by every employee in the GBS and championed by the GBS committees Sports & Social, Culture Club, Corporate Social Responsibility, Health & Safety, Diversity & Inclusion, Food.
The GBS was awarded CCMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. The GBS Lilly Management Team is currently looking for you if you have a people-oriented, customer centric and forward-thinking mindset. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team.
Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. Other than working with a great team, we also offer a very competitive benefits package. We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long term career.
Handling queries / calls from external customers, such as healthcare professionals, in a courteous, professional manner.
Coordination & execution of C2P process for assigned country/Hub.
Ownership for issue resolution and escalation as required.
Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
Accurate recording of all data to ensure compliance at all times.
Ensures optimal customer satisfaction in all aspects of the process.
Develop and maintain strong working relationships with the affiliate and wider organisation.
Create, Promote and Maintain Operational Excellence
Provide input and recommendations into possible continuous improvement initiatives to increase efficiency and effectiveness.
Continuously looks for ways to improve our service level for our customers /stakeholders
Supports organizational changes.
Demonstrates flexibility in providing coverage and/or availability for scheduling adjustments for unexpected absences, events, or meeting volume variances.
Participates in internal and external educational opportunities relevant to the role.
Understand and follow all compliance policies, laws and regulations relevant to the role.
Ensure adherence to document retention requirements in line with Lilly Global Record Retention Schedule and any applicable local legal requirements.
Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCP s
Ensure compliance with Transparency reporting requirements
Ensure all operational controls are completed to level required and within agreed timeframe.
Integrate compliance into daily activities.
Cooperate with investigations, monitoring and audits.
2-3 years customer facing experience with excellent communications & compliance skills. Legal/Contracting/Travel & Meetings support experience an advantage
Fluency in English & Czech/Slovak is required for this role.
Associates Degree/Diploma (or equivalent work experience)
Knowledge and Experience:
Diploma or Secondary education with focus on Travel, Finance or Healthcare industry
Min 2 years customer facing experience, must demonstrate strong telephone communication skills with ability to influence and negotiate.
Self-motivated professional with excellent customer service and strong working/team building relationship skills.
Proven interpersonal and communication skills to interact with the organization and respond to customer needs while managing their expectations.
Demonstrates good judgment and is solution orientated.
Ability to work independently and within a team environment.
Strong organizational and multitasking capabilities.
Accuracy and attention to detail.
Experience of working to tight deadlines with good time management skills.
Flexibility in adapting to a non-routine and fast paced environment.
Proactive, analytical and pragmatic approach to problem solving.
Proficient with Microsoft Office software (Excel, Word, etc &)