Invoice Service Delivery Analyst

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Skills

Job description Posted 13 January 2021

Invoice Service Delivery Analyst

GSK House/Initially Remote

Contract until 31/05/2021

Pay: £149/d PAY or £190/d via umbrella

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.

Budget

Service Strategy Development

Relationships

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.