About the Role
The Head of Order to Serve GSA MCO leads country-level Order to Serve (O2S) operations within Sanofi's Global Finance Services (GFS) / Business Operations organization. GFS provides end-to-end services globally, covering Order to Cash (O2C), Customer-Invoicing-to-Cash (CI2C), and Account-To-Report (A2R) service lines, plus Global Centers of Excellence and Global Hubs. This role oversees the progressive expansion from CI2C to a fully integrated end-to-end O2C process, serving as the single point of contact between local teams, Budapest Hub, Supply Chain, and business stakeholders across GSA MCO (domestic, export & intercompany flows).
Key Responsibilities
Service Delivery & Operations:
* Oversee end-to-end O2S services: Customer Master Data (incl. pricing & commercial conditions), Order Management, and Customer Contact Management (claims & disputes)
* Monitor operational KPIs (OTIF, DSO, working capital, customer satisfaction) and drive continuous improvement
* Provide and communicate service dashboards to measure cost, efficiency, quality, and customer satisfaction
* Conduct internal/external benchmarking and implement best practices
* Act as BO representative in local committees covering claims, disputes, and customer service
* Lead operational governance committees, including: Weekly dispute resolution follow-up with Supply Chain & Distribution and Customer satisfaction reviews
* Build a collaborative culture across O2C teams and the Budapest Hub
Process Management & Core Model Implementation:
* Implement Global Core Model standards, maximize Core Model adherence, and manage local deviations
* Develop and manage local policies, procedures, RACI, workflows, and interaction models
* Minimize business disruption during transitions and implement appropriate governance during running phases
* Partner with Supply Chain (Customer Engagement & Customer Fulfillment), Trade, Finance, and process owners to drive end-to-end process efficiency
* Collaborate with GPOs, GPLs, Regional Process Managers, and Budapest Hub on key O2S projects
* Serve as escalation point between Hub teams and local functions for unresolved claims and disputes
* Champion process simplification, automation, and digitalization with Hub, Automation COE & Digital teams
* Ensure compliance with Internal Control and SOX standards
Transformation & Project Leadership:
* Define and implement local target operating model (process, organization, governance, digital solutions) in collaboration with i.O2C project team, Budapest Hub, and local CI2C and Supply Chain teams
* Lead deployment of new tools and systems (iShift, e-invoicing, SAP S/4HANA, and other MCO-level deployments)
* Drive change management: communication, training, knowledge transfer, and adoption tracking
* Conduct impact assessments and prepare the organization for transitions
* Identify risks and execute mitigation plans to ensure business continuity
* Support post-implementation stabilization and continuous improvement of O2C processes
* Serve as focal point for top-down and bottom-up communication on transformation initiatives
Key Stakeholder Management:
* Maintain close working relationships with MCO CFO, MCO Head of Treasury, and MCO Trade heads
* Collaborate with local CI2C teams, Supply Chain Organization (Customer Engagement & Customer Fulfillment), and Sanofi GBUs
* Interface between Budapest Hub and local functions for escalation and issue resolution
* Coverage of GSA MCO, including domestic, export, and intercompany flows
Major Challenges:
* Scope Extension : Integrating customer master data, sales order management, and claims & disputes into a fully end-to-end O2C operating model
* Change Management : Managing the transition from current local Customer Service organizations to the future BO O2C Core Model, while minimizing business disruption and implementing effective governance
About You
Background & Experience
* 5–10 years of experience in customer service operations
* Experience working within a Shared Services / BPO model
* International background with multicultural exposure
* Proven project management experience
* Experience in Sanofi SC, Business Operations, or an i.O2C team in another pharma organization is a strong asset
Skills & Competencies
* Strong expertise in sales order management and/or claims & disputes
* Deep understanding of process interdependencies with Customer Engagement, Customer Fulfillment, Quality, Trade, and Finance functions
* Ability to navigate transactional details while understanding the broader business context and root causes
* End-to-end O2C mindset with strong cross-functional and transversal collaboration skills
* Excellent communication, problem-solving, and customer-oriented approach
* Strong delivery focus with ability to organize, prioritize, and structure tasks
* Flexible and adaptable to changing business environments and requirements
* Proficient in SAP / Salesforce ; SAP S/4HANA implementation experience preferred
Languages
* Fluent in German and English
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