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 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.

Established in 2010, our Global Business Solutions (GBS) centre in Little Island, Cork city has evolved from shared service provider to global business partner across many of Lilly’s key business units. Through the centralization, standardization and optimization of complex processes, GBS Cork provides innovative solutions that add value in a number of diverse areas including finance, supply chain, HR data management, customer support, clinical trial capabilities and more. Currently it employs over 1300 employees across 62 nationalities, speaking over 50 languages.

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 Enterprise Meeting Services (EMS) team supports Lilly Meeting Owners with meeting planning & oversight, HCPs Contracts and payments execution and the reporting of transfer of value (TOV) to enable compliance with the EFPIA Disclosure Code. The EMS Meetings & Congresses teams provide support for Meetings Oversight, while the EMS Contract to Pay teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement and compliance support.

The EMS Contract to Pay Team works cross-functionally with regular interaction with key business partners within the GBS and Global and International Enterprise Meeting Services Teams, along with other key connected functions in Lilly, in particular Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance.

Responsibilities:

People management and development:
Recruit, develop, and retain a technical and operationally capable workforce.
Effectively manage an organization that continuously meets the needs of a growing portfolio.
Develop and maintain organizational culture that fosters inclusion and innovation and demonstrates strong compliance-based decision making.
Management and supervision of staff at various level, including performance management, coaching, mentoring and robust development, reward, and recognition.

Operational Responsibilities:

Ensuring all key performance metrics are achieved, and exceeded,
Lead Stakeholder Management with corresponding Hub manager in local affiliate, ensuring a Team Lilly culture and approach.
Maintaining a high-performance culture and ensuring that our customers (HCP’s) are at the centre of everything we do through monitoring of Customer Satisfaction results and Service Level Agreements
Ensuring HCP Contracting to Payment and HCP Meeting Support processes are followed and that compliance and legal frameworks are adhered to.
Assigning day-to-day activities to the team and general team resource planning, managing absence, holidays etc.
Execution of internal controls and compliance measures and address any concerns.
Escalation point for GBS operational issues for supported affiliates and HCP customers
Lead and implement process improvement projects and optimization opportunities across CMS and the wider business.
Work closely with the other CMS Managers to ensure consistency in service delivery, support the attainment of our core objectives.
Identify and ensure shared learning across CMS HCP Contract to Pay and with other functional groups.
Build capabilities in the function through the development and improvement of processes, tools and training and partnering with other functions to leverage technology to increase efficiency.

Requirements: Experience and Education

EMS Contract to Pay Senior Management Experience
Strong Leadership skills and people management skills.
Extensive experience of coaching and developing a team of 10+ employees to succeed.
Experience of managing to multiple KPI’s, SLA’s and Customer Satisfaction Metrics
Experience of leading a team across a multichannel customer service environment
Experience of leading multilingual teams
Experience of developing talent and succession planning
Experience of Contracting and Payments activities in a similar industry would be an advantage.
Customer centric focus with experience of delivering world class service.
Excellent stakeholder management skills with the ability to form strong relationships with internal and external parties.
Experience working in fast paced, dynamic and complex shared service centre.
Experience of working within a regulated environment
Experience of leading cross functional projects and continuous improvement activities
Fluency in a European language would be an advantage, however not essential.
Bachelor’s degree, ideally within Business, Marketing, Accounting, or related fields

Additional Information/ Requirements:

Self-motivated professional with excellent customer service and strong working/team building relationship skills.
Has the ability to influence and establish credibility, trust and rapport with internal and external stakeholders and colleagues and is able to work as a member of a team.
Has the ability to recognize changing needs and pre-prioritize activities, accordingly, is able to complete assigned projects and meet defined objectives and milestones.
Demonstrate strong interpersonal skills, written and oral communication skills.
Develop good relationships with various levels of personnel in Lilly’s Financial organization, Affiliate organization, third party service providers, and external auditors.
Enable a culture of continuous improvement to drive efficiency through innovation, process improvement, people skills, and shared learning.
Capable of problem solving and conflict resolution

Other information:

Travel may require up to 10%

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#WeAreLilly

Senior Manager - Enterprise Meeting Services: Contract to Pay

Job Description