Head of Order to Serve GSA MCO (all genders)

About the Role

The Head of Order to Serve GSA MCO leads country-level Order to Serve (O2S) operations within Sanofi's Global Finance Services (GFS) / Business Operations organization. GFS provides end-to-end services globally, covering Order to Cash (O2C), Customer-Invoicing-to-Cash (CI2C), and Account-To-Report (A2R) service lines, plus Global Centers of Excellence and Global Hubs. This role oversees the progressive expansion from CI2C to a fully integrated end-to-end O2C process, serving as the single point of contact between local teams, Budapest Hub, Supply Chain, and business stakeholders across GSA MCO (domestic, export & intercompany flows).

Key Responsibilities

Service Delivery & Operations:

• Oversee end-to-end O2S services: Customer Master Data (incl. pricing & commercial conditions), Order Management, and Customer Contact Management (claims & disputes)

• Monitor operational KPIs (OTIF, DSO, working capital, customer satisfaction) and drive continuous improvement

• Provide and communicate service dashboards to measure cost, efficiency, quality, and customer satisfaction

• Conduct internal/external benchmarking and implement best practices

• Act as BO representative in local committees covering claims, disputes, and customer service

• Lead operational governance committees, including: Weekly dispute resolution follow-up with Supply Chain & Distribution and Customer satisfaction reviews

• Build a collaborative culture across O2C teams and the Budapest Hub

Process Management & Core Model Implementation:

• Implement Global Core Model standards, maximize Core Model adherence , and manage local deviations

• Develop and manage local policies, procedures, RACI, workflows, and interaction models

• Minimize business disruption during transitions and implement appropriate governance during running phases

• Partner with Supply Chain (Customer Engagement & Customer Fulfillment), Trade, Finance, and process owners to drive end-to-end process efficiency

• Collaborate with GPOs, GPLs, Regional Process Managers, and Budapest Hub on key O2S projects

• Serve as escalation point between Hub teams and local functions for unresolved claims and disputes

• Champion process simplification, automation, and digitalization with Hub, Automation COE & Digital teams

• Ensure compliance with Internal Control and SOX standards

Transformation & Project Leadership:

• Define and implement local target operating model (process, organization, governance, digital solutions) in collaboration with i.O2C project team, Budapest Hub, and local CI2C and Supply Chain teams

• Lead deployment of new tools and systems (iShift, e-invoicing, SAP S/4HANA, and other MCO-level deployments)

• Drive change management: communication, training, knowledge transfer, and adoption tracking

• Conduct impact assessments and prepare the organization for transitions

• Identify risks and execute mitigation plans to ensure business continuity

• Support post-implementation stabilization and continuous improvement of O2C processes

• Serve as focal point for top-down and bottom-up communication on transformation initiatives

Key Stakeholder Management:

• Maintain close working relationships with MCO CFO, MCO Head of Treasury, and MCO Trade heads

• Collaborate with local CI2C teams, Supply Chain Organization (Customer Engagement & Customer Fulfillment), and Sanofi GBUs

• Interface between Budapest Hub and local functions for escalation and issue resolution

• Coverage of GSA MCO , including domestic, export, and intercompany flows

Major Challenges:

• Scope Extension : Integrating customer master data, sales order management, and claims & disputes into a fully end-to-end O2C operating model

• Change Management : Managing the transition from current local Customer Service organizations to the future BO O2C Core Model, while minimizing business disruption and implementing effective governance

About You

Background & Experience

• 5–10 years of experience in customer service operations

• Experience working within a Shared Services / BPO model

• International background with multicultural exposure

• Proven project management experience

• Experience in Sanofi SC, Business Operations, or an i.O2C team in another pharma organization is a strong asset

Skills & Competencies

• Strong expertise in sales order management and/or claims & disputes

• Deep understanding of process interdependencies with Customer Engagement, Customer Fulfillment, Quality, Trade, and Finance functions

• Ability to navigate transactional details while understanding the broader business context and root causes

• End-to-end O2C mindset with strong cross-functional and transversal collaboration skills

• Excellent communication, problem-solving, and customer-oriented approach

• Strong delivery focus with ability to organize, prioritize, and structure tasks

• Flexible and adaptable to changing business environments and requirements

• Proficient in SAP / Salesforce ; SAP S/4HANA implementation experience preferred

Languages

• Fluent in German and English