Finance Operations Support Team Lead

3 days ago

Kota Damansara, Malaysia AstraZeneca Full time

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energised and rewarded for their ideas and creativity

Global Business Services (GBS) is the heart of the AZ Finance function. We are accountable for the design and delivery of high quality, simple to operate transactional finance processes which, combined with outstanding business analysis and insight, enables our customers to focus on AZ’s strategic priorities. Our remit covers record to report, procure to pay and order to cash, tax, planning & forecasting and management reporting, to customers across AZ Globally in Commercial, Science, Operations & Enabling Functions, Tax, Treasury and Group Finance. We are continuing our transformation journey with the objective of delivering excellence in financial operations.

As the successful role holder you will provide support to the Finance Helpdesk Operations globally. You will report to the Finance Operations Support Manager. You will be comfortable working with a BPO provider, with a team distributed across the Americas, Europe and APAC.

You will have a proven and demonstrable background in managing customer experience in a service environment, ideally gained with a global shared service environment. You are a customer-focused individual who is motivated to drive performance and ensure customer satisfaction with the service provider. You will work with the service provider to identify recurring issues, and work with service provider and applicable process tower to address the issue at source, preventing reoccurrence and reducing frequently raised tickets

**Role Responsibilities**
- Responsible for the delivery of the contracted Helpdesk (HD) service.
- Lead service management daily operations (BAU).
- Manage improvements and escalations, ensuring that impact on business critical functions is minimized.
- Manage key service support processes and drive development and evolution of key metrics.
- Manage internal stakeholder requirements and challenge their thinking so that a solution is developed and delivered that meets expectations in terms of cost and quality.
Manage and development of Service Maturity scales to allow for effective measures and monitoring of services provided to AstraZeneca.
- Execute the analysis of trends from multiple data sources to inform future improvements.
- Deliver a performance measuring culture that provides timely feedback and insights so that issues are resolved early.
**Essential Requirements**
- You have a Degree in related field.
- You have at least 5 years of experience managing a helpdesk/service desk in a shared service environment.
- Ideally you should have at least 2 years of experience managing a team.
- Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes.
- Strong experience of developing and managing relationships with both customers and suppliers.
- Prioritising, implementing and championing improvements in customer service, and embedding world class customer experience capability.
- Strong communication, facilitation and relationship building skills.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

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