Senior Associate – Customer Meeting Services – Spanish speaking Contract Full Time

• Support the CMS Manager by owning front-line operational & technical escalations or queries from the team & affiliates, having the expertise and confidence to apply the policy rules and make decisions.
• Be a natural “go-to” person within CMS to learn from all aspects of the contract to pay and transfer of value disclosure processes, leading and driving significant changes in operational practices where needed in CMS and across the wider business.
• Responsible and accountable for providing excellent customer experience through the end-to-end coordination & execution of the Global Contract to Pay process in parallel with country specifics all in a compliant manner. This includes the pre-contracting data management for the Healthcare Professional.
• Oversight of daily operational dashboards across your Hub, adhering to defined SLAs.
• Responsible for detailed analysis of the SLAs and metrics. Identify findings and communicate proposed solutions to management/stakeholders demonstrating influencing skills. Agree and implement an action plan to ensure KPIs are being met and improved.
• Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs.
• Compliantly support company’s ToV disclosure requirements, responding to queries and data correction requests from the Global Transparency team as required. 
• Lead operational calls with the affiliate, building a positive & trusted working relationship.
• Effectively coach & mentor CMS team members through change management and/or operational challenges.
• Support/lead global/regional high impact strategic projects across CMS and the wider EC&S organization
• You may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line manager

Requirements: Experience and Education

• Bachelor’s Degree (or equivalent work experience) is required.
• Fluency in Spanish & English is essential.
• Excellent communications & compliance skills, together with experience identifying and leading process change, in a customer-facing environment is required
• Experience in SalesForce, SAP, MS Office including Excel and Visio is an advantage.
• Experience with Contracting systems is an advantage
• Project Management certification (or equivalent work experience)