Associate Director, Customer Service, EMEA

As the Front-Office Lead, you will be at the forefront of our customer interactions, ensuring seamless service delivery and exceptional performance. Lead a team of customer service associates, manage day-to-day operations, and drive continuous improvement initiatives. Pivotal in promoting a culture of effective financial and quality controls, compliance, and knowledge sharing across the Order to Cash (O2C) department.,

• Leadership & Management: Lead all Front-Office activities for a group of international markets within Europe in the capability centre, including those performed by the customer service team. Ensure effective service delivery and performance of customer-facing activities.
• Performance Reporting: Report the outcomes of Order Management (OM) team activities through defined KPIs to key business partners and the O2C Lead. Highlight areas for further improvement, continuously assess team capacity, and ensure an effective BCP is in place.
• Continuous Improvement: Drive continuous improvement, standardization, and project initiatives with a focus on effectiveness and efficiency within your own and cross-O2C functions.
• Compliance & Controls: Promote and emphasize an environment of effective financial and quality controls, compliance and a knowledge-sharing culture; related to Pharmaceutical Industry Good Distribution Practice ( GDP ) regulation
• Team Development: Clearly define performance standards and hold functional managers directly responsible for the execution of processes, controls, and knowledge management within their function and markets in scope.
• Cross-Functional Alignment: Ensure end-to-end (E2E) processes and cross-functional alignment to achieve organizational goals. Effective business partnering with in-market European teams including Quality function, Business Control Function, Finance Directors., BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function. BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/ eeo -accessibility to access our complete Equal Employment Opportunity statement. BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters. BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.


• Degree in Business Administration, Accounting or equivalent business experience., Good understanding of Good Distribution Practice ( GDP ) in Pharmaceutical industry
• Knowledge of SAP and/ or other enterprise systems; with ability to manipulate and analyze data
• Deep understanding of financial and quality controls, compliance, and knowledge management.
• Effective analytical and problem-solving skills
Required Experience
• Proven experience in a leadership role within a customer service or Front-Office environment
• Proven experience in managing international and diverse teams
• Ability to drive continuous improvement and standardization initiatives; with clear examples of outcomes
• Demonstrable experience of business partnering across a complex matrix organisation
Preferred skills / experience
• Additional European language beyond English; such as German, French, Spanish, Italian, Dutch
  
  Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.
Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us