Job description Posted 17 November 2020

Invoice Service Delivery Analyst

GSK House/Initially Remote

Contract until 31/05/2021

Pay: up to £149 per day PAYE

Job Purpose

  • Reports into the Invoice Service Delivery Manager who is responsible for optimising the delivery of services to customers.
  • Monitoring performance of the Invoice Service Operational Teams (Genpact).
  • Optimising delivery of services to customers through continuous improvement and implementation of process efficiencies.
  • Customer Relationship Management for Escalations relating to Invoice Service, working closely with FS CRM.

Key Responsibilities

Operational Delivery – Process

  • Drive the closure of open issues and escalations ensuring preventative measures are in place to prevent reoccurrence.
  • Challenge the validity of established procedures, policies and processes to ensure continuous improvement.
  • Provide Technical support to Genpact extended team.
  • Daily Performance monitoring of KPI’s and identify process improvements or training requirements of extended Genpact Team.
  • Deliver the training and knowledge transfers of process/system changes to the Operational teams and provide critical process support and transition support following go-live.
  • Engage with stakeholders on process performance challenges.
  • Key point of contact for queries triggered by Customer Relationship Manager to SDM Invoice Service.
  • Analysis of KPI’s, including RCA and develop action plans.
  • Ensure all processes are documented & maintained across the team.
  • Provide support for root cause analysis performed in Genpact.
  • Identify and deliver process improvements within SCA Invoice Service.
  • Ensure that delivery of improvements is optimal, compliant, and aligned and meet both IQMS and Sarbanes Oxley requirements.
  • Ensure all initiatives follow the Change Framework; Diagnose, Design, Implement, Embed & Grow and Learning & Engagement process.
  • Ensure that all working SOPs relevant to the team are maintained.
  • Approve and validate data set up / change requests submitted by Invoice Analyst
  • Run reports to monitor performance.

Operational Delivery - Tools

  • Daily monitoring and support through the use of Comm Cells.
  • Ability to run reports and carry out constructive analysis to support performance management and corrective actions.
  • Provide full visibility of performance to the Service Delivery Manager through agreed reporting tools and KPI’s and with clear and effective communication.
  • Operating internal controls and regulatory compliance through applicable policies, procedures and processes.
  • Strong understanding and application of ADP (Accelerating Delivery and Performance).

Operational Delivery - People and Leadership

  • Support the development of team capabilities in Genpact, creating a culture of high performance.
  • Embed change end to end through internal and external GSK teams to the markets.
  • Support delivery of training.
  • Help interpret messages from Leadership Team and ensures these are cascaded.


  • Identify opportunities for savings

Service Strategy Development

  • Work with Managers to deliver strategy for the service line.


  • Build effective relationships with Genpact and work cross functionally with key areas such as GMS and LOC’s, Logistics, Finance and Supply Chain teams.
  • Build effective relationships with support functions.
  • Work to the stakeholder map.
  • Work as one team with Genpact.
  • Attend cross functional workshops.
  • Work closely with key stakeholders.

Basic Qualifications:

  • Solid experience in either Export (Logistics), or in Supply Chain Operational activities.
  • Demonstrated ability in successfully resolving customer issues regardless of organisational boundaries, to a mutually acceptable solution
  • Deep understanding of end-to-end processes and associated technology platforms (preferably SAP and JDE)
  • Excellent analytical skills. Ability to identify and resolve problems
  • Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
  • Able to see the ‘big’ picture and capable of thinking beyond immediate area of responsibility.
  • Self motivated; ability to work under pressure within a continually changing environment.

Preferred Qualifications:

  • Educated to degree level or equivalent an advantage.
  •  Knowledge of supply chain processes to include Trade Routes, Invoicing, Credit Notes and Transfer Pricing is a distinct advantage.
  • Familiar with Export & logistics practices.
  • Highly computer literate with a working knowledge of key global supply chain IT systems (SNP, SAP, JDE,) and their associated interfaces an advantage. 
  • Awareness of all business operating models at an International Level.