Russian Customer Meeting Services Analyst Permanent

Our client, a leading pharmaceutical organization with offices all around the world, with achievements such as being the first company to mass-produce penicillin, the Salk polio vaccine, insulin and much more is now looking for a Customer Meeting Services Analyst in Cork.

Responsibilities: 

• Be seen as a “go-to” information resource for Contracting to Pay queries both from external Healthcare Professionals and internal business partners & pre-contracting data management
• Ensure excellent customer experience through the end to end management of the Contract to Pay & pre-contracting data management process in a compliant manner
• Ensure adherence to Anti-Corruption requirements when interacting with and engaging Healthcare Professionals
• Ensure data compliance with Transparency reporting requirements including supporting the Global Transparency team on potential data issues prior to publication
• Monitor daily operational dashboard to ensure compliance with pre-defined SLAs & ensure effective distribution of the dashboard across the team
• Review key metrics & communicate to stakeholders to ensure KPIs are being met & improved
• Ensure efficient and effective issue resolution for queries escalated from CMS Associates
• Effectively coach & mentor the CMS Associates to ensure they deliver excellence and compliance across the Contract to Pay process
• Support global/regional CMS projects with focus on the Contract to Pay process
• Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members

Basic Qualifications         

• 2-3 years’ customer facing experience with excellent communications & compliance skills together with experience identifying and delivering process change
• Associates Degree (or equivalent work experience)
• Fluency in English and Russian
• Additional Skills/Preferences
• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Ability to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO/Meeting Planning company team members