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Associate / Sr Associate - Customer Meeting Services (CMS) – German Hub job in Cork at Eli Lilly Ireland

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Associate / Sr Associate - Customer Meeting Services (CMS) – German Hub at Eli Lilly Ireland

Associate / Sr Associate - Customer Meeting Services (CMS) – German Hub

Eli Lilly Ireland Cork, IE Full Time
Required languages: English (Business Fluent)
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At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

About Us

At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 1200 of whom are based at our Global Business Solutions centre in Little Island, Cork.  There we boast vibrant workforce made up of over 44 nationalities.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information, Procurement, Trial Capabilities and more to come on stream this year.

Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. Other than working with a great team, we also offer a very competitive benefits package.  We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long-term career.  

The Customer Meeting Services (CMS) team support Lilly Meeting Owners throughout Europe, Russia, Ukraine, Turkey and recently South Africa, Australia and New Zealand, with meeting planning, oversight, execution and transfer of value (TOV) data collection to enable compliance with the EFPIA Disclosure Code. CMS teams locally provide support for Meetings Oversight, while the CMS teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement and compliance support.

The CMS Team works cross-functionally with regular interaction with key business partners within the GBS, European & Global CMS network, along with other key connected functions in Lilly, in particular Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance.

The team is made of 50 multilingual and crossed skilled individuals providing services to HCP’s across Europe.

Responsibilities:

The primary role of the CMS Analyst is to provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.

  • Be seen as a “go-to” information resource for Contracting to Pay queries both from external HCPs and internal business partners.
  • Provide excellent customer experience through the timely coordination & execution of HCP contract to pay processes for assigned country.  This requires monitoring daily operational dashboard to ensure compliance with pre-defined SLAs & ensuring effective distribution of the dashboard across the team
  • Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs.
  • Ensure compliance with data capture requirements to support the Lilly’s ToV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publication
  • 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, including escalating as necessary to the CMS Managers
  • Effectively coach & mentor the CMS Associates to ensure they deliver excellence and compliance across key processes.
  • Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
  • Support global/regional CMS projects as required.
  • Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members
  • Demonstrate flexibility as this person will be primarily responsible for the German market but support on other markets will also be required
  • You may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line manager

Personal Attributes:

  • 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 Business Process Outsourced organisation/Meeting Planning company team members

Requirements: Experience and Education

  • 2-3 years’ customer facing experience with excellent communications & compliance skills, together with experience identifying and delivering process change
  • Bachelor’s Degree (or equivalent work experience)
  • Fluency in English and German is a requirement
  • Experience in Sales Force, SAP P2P module, MS Office including Visio
  • Experience with Contracting systems an advantage.

Recommended Skills

  • Compliance Requirements
  • Contract Management
  • Customer Service
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Job ID: R-29151