Business Operations (BO) / Global Finance Services (GFS) is the Global Shared Service organization of Sanofi providing end to end services to all geographies covered by Sanofi Global Business Units (GBUs through Key Markets – North America, Europe, Japan, Greater Gulf – and International MCOs – MultiCountry Organizations) including the Order To Cash (O2C) of Customer-Invoicing-to-Cash (CI2C) and Account-To-Report (A2R) Service Lines. In addition, BO hosts several Global Centres of Excellence (COE) and Global Hubs providing support and other services globally or on one part of the global geographies.

O2C Service Line, one of the pillars of GFS in Business Operations, is currently covering the following areas of the Customer Invoice to Cash (CI2C) process:

• Credit Management
• Collections & Account Receivables management
• Cash Application
• AR Monthly closing and Reporting

In order to build an integrated end-to-end order to cash (i.O2C) process under one single organization, O2C Service Line is also globally in charge of projects leading to, possibly and progressively (by geography and by GBU) extend its scope to the following Order to Serve (O2S) sub-processes:

• Customer Master Data, Pricing & Commercial conditions
• Claims & Disputes Management
• Order Management

The Head of Customer Invoicing To Cash & integrated Order To Cash Project India oversees the country retained organizations for Customer Invoicing To Cash and the iO2C Project within India.

The role will have the overall accountability of the end-to-end Customer Invoicing To Cash operations to deliver best-in-class front line services within his/ her perimeter in full coordination and collaboration with the Kuala Lumpur (KL) Hub and will be a focal point for partnering & escalating critical process stakes with stakeholder functions (Finance Operations, Treasury, Trade, Customer Care/Services or Engagement) with functions & business representatives across the cluster to ensure sustainable and efficient processes improving customer satisfaction and cash performance.

• He/ She will be critical to ensure, together with KL Hub & i.O2C Global Project teams, the successful assessment and planning of an integrated Order to Cash operating model within India, considering Core model adoptability and ability of minimization of business disruption during the assessment and planning of phases, the appropriate governance definition in view of the deployment and running phase.
• He/ She will use in-depth functional knowledge to identify CI2C and under iO2C Project mode, local functional gaps (vs internal standard or external benchmarks) and make evolve the local CI2C operations or iO2C projected one (Policies, RACI, Processes, Automating Business Solutions and KPIs) for India, in line with the Global SBS Target Operating Model and Local GBUs requirements.
• He/ She will monitor operational KPIs, identify continuous improvement initiatives, pro-actively manage service execution issues and bring them to resolution to ensure Service Delivery, Business Continuity and the expected Performance in terms of cash flow, costs and process efficiencies.
• He/ She will supervise local O2C teams in Mumbai, India, and will be accountable on local resources allocation and budget discipline within his/ her perimeter.
• As local Head of CI2C & iO2C Project covering Credit Revenue Partnership role, he/ she is the major external customer-facing financial partner and internal escalation point on customer for key activities such as credit management, credit assessment & risk control, customer credit authorization, and for iO2C Project, on order management, requests & disputes management, cash application and collection matters.
• He/ She will maintain close working relationships with key stakeholders in Finance, Trade and Supply Chain, notably the Chief Financial Officer, Head of Treasury and Trade head, as well as the local Supply Chain Organization (Customer Engagement & Customer Fulfillment) and Sanofi’s GBUs. In his/ her role, he will be the BO/GFC representative also attending and/or leading the different local committees covering claims & disputes, customer service and commercial policy topics.
• The India Customer-Invoicing-To-Cash & integrated Order-To-Cash Project Head reports to the Head of CI2C, Asia

Main Responsibilities

Service Delivery

In close collaboration with KL Hub and local/ global stakeholders (Supply Chain, Trade, BO in particular GFS) and in compliance with RACI defined in the Global Core Model, accountable for the efficient delivery and monitoring of end-to-end Customer-Invoicing-To-Cash services (Credit Management, Collections & AR Management, Cash Application, AR Monthly closing, and Reporting) and Project of integrated Order to Cash services (Customer Master data incl. pricing & commercial conditions management, Order Management, Claims & Disputes Management):

• Monitor that CI2C end-to-end services (and iO2C services Project on Assessment & Planning basis) are highly efficient, cost-effective, high quality and agile in order to meet customer satisfaction and achieve strategic targets (i.e., improve the Working Capital, DSO and on iO2C part: OTIF = On Time In Full)
• Support internal and external benchmarking activities
• Create, understand and apply best practices from within BO/GFS or external best-in-class service organizations, amending existing processes

• In line with the global BO operating model, provide and communicate service KPIs and dashboards to measure and improve service performance (cost, efficiency, quality, customer satisfaction)
• Impact on customer satisfaction by ensuring and assessment and planning under iO2C Project of on time order delivery and reducing lead cycle time for solving claims
• Impact on cash performance by improving on time collection, AR and reducing overdue
• Standing as Major Local Credit Revenue Partner
• Local customer facing for credit cash application and collection matters
• Analyze and investigate exceptions and drive resolution for escalated payment issues, collection and customer claims in collaboration with other functions & Budapest hub
• Propose specific collection actions depending on customer’s type and ensure the follow-up on resolution
• Oversee outsourced activities, if any, and sensitive collection actions (e.g. write-off, legal action, ….)
• Credit assessment & control
• Steer the credit assessment local finetuning activities (risk & scoring calculation adjustments)
• Approve credit data, blocked order release according to DOAs
• Identify actions and validate recommendations for orders blocked if needed
• Month-end closing & AR Reporting
• Review AR ageing analysis and related actions plan
• Validate AR accruals (bad debts reserve and write-off accruals) according to thresholds
• Analyze and monitor CI2C KPIs by communicating regularly on performance to Region
• Lead the Local Credit Committee and ensure follow-up on open actions

• Participate in regional or global projects as required
• Assess and Plan, under iO2C Project, the Lead operational governance committees following up on actions, escalation, arbitration & monitoring of transversal E2E O2C issues across local stakeholder functions, according to their respective cadence, eg.
• Weekly dispute resolution follow up with Supply Chain & Distribution stakeholders
• Commercial policy design & validation
• Customer satisfaction review
• Participate to delivery reviews and other leadership and governance boards at South East Asia & India level,
• Create a culture of cooperation, collaboration, and teamwork across CI2C and iO2C Project teams within India and KL Hub
• Ensure a smooth interface to the relevant stakeholders inside – and outside of BO

Process Management

• Develop and manage local policies, procedures and methodologies governing local processes
• Implement standard processes as defined by Global Process Owners and Global Process Leads, maximize Core model adherence, and manage local deviations to these standard processes within the South East Asia & India
• Partner with the local / global stakeholders, notably Supply Chain and Trade teams, process owners, neighboring functions to communicate and implement the end-to-end process efficiencies, while maintaining quality of service
• Implement Core Model Solutions and ensure technology transformation activities have been delivered on time and on budget, by ensuring proper program staffing & SME (Subject Matter Experts) resources allocation
• Closely collaborate with Global Process Owners & Leads (GPOs &GPLs), Regional Process Managers and KL hub to support the design and implementation of key CI2C and iO2C projects within the operations
• Ensure that key CI2C and iO2C projects deliver the expected benefits in terms of efficiency, costs, and quality
• Foster a continuous improvement culture by promoting identification of process improvement opportunities through process simplification & elimination of low value-added activities
• Champion process automation initiatives and ensure seamless adoption and transition
• Ensure close collaboration with KL hub operation to identify continuous improvement initiatives & automation opportunities, champion initiatives with Hub, Automation COE & Digital team
• Ensure adherence to Compliance and Internal Control standards (including SOX) is met and that local controls & contribution to hub owned controls are properly followed and documented as per global Internal Control Guidelines

Integrated Order To Cash Project

• Support the project team on deploying the operating model at local level and transitioning through BO methodology: impact assessment, knowledge transfer, etc.
• Effectively communicate project deliverables to team members and stakeholders in a timely and clear fashion.
• Be the focal point for Top Down and Bottom-Up communication and ensure that change management is addressed
• Identify key risks and planning/executing mitigation as required
• Support i.O2C vision and strategy defined globally, by setting appropriate performance objectives for the team

People Management

• Leads the CI2C and iO2C local retained organization in India.
• Accountable for teams’ recruitment, resource allocation & organization, and organizing the capability trainings to ensure the team is functional and get it set up for success
• Build Budget, operational workforce planning, monitor headcount and deliver savings as planned
• Perform & establish employee performance review cycles (evaluation & reward)
• Enhance individual and collective performance and employee satisfaction
• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication.
• Focus on employee retention and engagement, advises actions to management in this relation

Geographic scope

• Coverage of India

Context of the Job & Major challenges

• Extension of current CI2C scope to end to end project order to cash of operating model integrating customer master data, sales order management, claim & dispute activities
• Assess and Plan effective change Management required to manage transition from current local operating model within CI2C/Customer Service organizations to any projectable O2C operating core model

About You

Expected skills

• Expertise in customer credit management, collections & Receivables management processes
• Good business acumen and understanding of Finance, Supply Chain & Customer Service activities
• Sound knowledge and understanding of the O2C E2E process with ability to drive interdependencies with other organizations such as A2R, Finance, Customer engagement & Trade functions
• Good understanding of common Information System (IS) solutions used within CI2C & Supply Chain @ Sanofi
• Ability to get into transactional details but also understand the broader business context and root cause
• Team player, able to work collaboratively transversally and with local, global, hub teams with an end-to-end mindset
• Ability to organize, prioritize and structure the tasks for his/ her team
• Personality with strong delivery & problem-solving skills and customer oriented
• Lead by example to deliver high quality service, customer satisfaction
• Good communication skills
• Flexible and adaptable to changing business environments and requirements
• Knowledge of SAP/ High Radius
• Fluent in English

Background & Experience

• Qualified CA with 6-8 years’ experience preferred / MBA’s – 2nd preference.
• Relevant experience in credit management, collections & receivables management and/or Supply Chain and their delivery
• Experience in managing teams remotely
• Experience of working within a Shared Services / BPO model is appreciated
• International background with exposure to multicultural environments

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