ROLE SUMMARY

The Meetings, External Engagements, & Travel (MEET) In-Market Service Ambassador Manager will be responsible for serving as the MEET POC for any escalations or non-standard requests for support in Italy. This role will oversee the HCP transactions to ensure contracts and payments are timely to the program and will present metrics on performance. The role will help business colleagues navigate the MEET supported areas to ensure the local business priorities are delivered.

This Manager will demonstrate accountability and integrity in the face of challenge and respond to change with agility, optimism, and innovation. They will collaborate cross-functionally across the organization to help identify opportunities for continuous improvement that will allow the MEET organization to better serve its customers.

This role will be based in Italy, work with all MEET functions: regional operations team, payments team, Travel, T&E, Card and other CoE functions, and report directly to the Regional Service Ambassador Lead.

• Serve as first-line for Business representatives who come to the MEET organization with issues, questions, or non-standard requests for support regarding HCP related activities, card support, travel, PT&E, payment issues, and other event needs

• Responsible to resolve issues as possible or escalate to the applicable / accountable MEET function within service levels

• Represent MEET as the face to the business for ad hoc requests

• Work with local commercial colleagues to identify opportunities to improve the customer experience for healthcare providers and our internal customers in Italy

• Standardize the customer experience to ensure alignment with global model while delivering local experience

• Oversee MPA operational performance metrics and manage MPA budget guidelines

• Track and triage issues and resolutions, providing reports to regional customer service leads

• Drive MEET-related Change Management and Communication in Italy, in terms of policy, process, technology and vendor model

• Provide updates to the business on events including MPA coordination, event metrics, post-event feedback, budget management, 3rd party coordination, and customer care.

BASIC QUALIFICATIONS

• Strong customer service skills and mindset

• Ability to manage multiple client stakeholders

• Good organizational skills to coordinate and manage multiple priorities

• Strong technical skills in managing transactions within a global system

• Strong written and verbal communication skills enabling effective communication with all levels of management

• Understanding of compliance/financial controls

• Ability to present to senior leaders

• Ability to work under pressure and ability to lead

• High level of self-motivation, energy, and flexibility

• Understanding of My Anti-Corruption Processes and Policies Policy (MAPP) terms and healthcare compliance policies

• Strong interpersonal and organizational skills

• Proficiency in PC skills (MS Excel, Word, PowerPoint) required

• SAP / Ariba experience preferred

• Ability to manage reporting needs for business, BU, Compliance, Audit, etc.

• Highly focused on customer service

• Understanding of the technology landscape that supports MEET

• Strong analytical thinking and problem-solving skills

PREFERRED QUALIFICATIONS

• Typical Years of Experience: 5+ years (3+ years with MBA / MS) of experience in accounting, compliance, or relevant function, preferably in a shared service with strong compliance controls

• Minimum of bachelor’s degree in Business, Finance, or a related discipline

• Fluency in English and Italian is a must; additional languages preferred

• Strong customer service experience and stakeholder management experience

• Strong compliance experience and financial or audit controls background

• Demonstrated diverse leadership experiences including: the ability to influence and collaborate with peers,

• Comfort with ambiguity, anticipates changes, and influences direction of innovative operational strategies

• Previous experience with pharmaceutical companies is preferred

• Comprehensive knowledge of meetings and events logistics and processing

• Deep expertise and understanding of a large compliance related, customer facing operations team

• Ability to engage with senior executives to influence decisions

• Recognized as a leader who delivers strong financial and customer experience results

• Project management & communications skills

• Experience with Foreign Corrupt Practices Act transactions preferred

LAST DAY TO APPLY: October 2nd 2024