Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As a Senior Manager, Customer Care Billing and Invoicing, you hold direct operational responsibility for the Customer Care Billing and Invoicing Team within Global Business Services. You are tasked with driving operational efficiency and optimizing the customer experience in key transactional areas, particularly the billing process, which are critical to the success of the business division in EMEA.

You will work closely with the wider Thermo Fisher Customer Care organization and commercial teams to ensure a great and consistent customer experience for our customers. You will be responsible for managing, mentoring, and developing Team Leaders and Supervisors, ensuring that they are clear on roles, responsibilities, and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

Key Responsibilities:

·       Motivation and direct leadership of a large Customer Care Billing and Invoicing Team in Sofia to ensure high engagement and performance levels

·       Day-to-day operational management of a complex customer care organization with special focus on billing and invoicing activities

·       Recruit, direct, coach, and inspire Supervisors and team members of the Customer Care team to achieve and support the vision and mission of the company

·       Set clear goals for employees to ensure effective work prioritization and accountability

·       Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement, automation, and efficiency projects

·       Track, analyze, and drive improvement of Key Performance Indicators (KPIs); in particular, the role will share responsibility for driving the Customer Allegiance Score (CAS) for Thermo Fisher

·       Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth

·       Manage key stakeholders' operational expectations and support any complex issue resolution activities as necessary

·       Manage relevant SLA’s with key internal stakeholders within Thermo Fisher

·       Build and maintain strong working relationships with the regional Commercial and other supporting functional teams

·       Participate as part of a Thermo Fisher Customer Care team to set strategic operational actions to underpin goals and targets

·       Responsibility for managing operational budgets and resource allocation

·       Foster and champion an environment of continuous improvement within the Customer Care team

·       Consistently lead initiatives to improve customer satisfaction

Proficiencies and capabilities:

·       5-8+ years’ experience of managing people and leading in a customer care environment

·       Bachelor’s degree from college or university

·       Fluency of the English Language both written and verbal. Any other European language skill is an advantage

·       Strong understanding of service and customer care processes and matrix organization

·       Strong communication and relationship building skills

·       Ability to plan work and work with a high degree of autonomy

·       Strong cross-functional collaborator and ‘One Team’ thinker

·       Proven track record of influencing at senior levels and coaching experience

·       Strong interpersonal and organizational skills

·       Proven track record of meeting balanced business objectives, employee and customer and financial

·       Experience of managing budgets

·       Ability to inspire and empower, mentor and coach

·       Experience of developing and implementing best practices

·       Experience in stakeholder management

·       Experience with Process adherence and KPI management & tracking

·       Experience with commercial and accounting areas is preferred

What We Offer:

As well as being rewarded a competitive salary, we have an extensive benefits package based around the health and well-being of our employees. We have a flexible working culture, where PPD® clinical research services truly value a work-life balance. We’ve grown sustainably year on year but continue to offer a collaborative environment, with teams of colleagues eager to share expertise and have fun together. We are a global organization but with a local feel.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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