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

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!