Head of Performance and Process Improvement

Job Title: Head of Performance and Process Improvement

About the Job

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions, and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. 

North America represents Sanofi's most pivotal and strategically critical region, concentrating more than 40% of group sales and delivering even higher profitability margins. This position will report to and support the North America Head of Order to Cash leader. This market operates within an increasingly complex ecosystem characterized by:

• Multiplicity of sophisticated route-to-market models: Direct distribution, major wholesalers (McKesson, Cardinal Health, Cencora), specialty pharmacies, large hospitals, and rapidly expanding e-commerce channels

• High-stakes external stakeholder relationships: Physicians, giant retailers (CVS, Walgreens, Walmart), major wholesalers, and specialty care providers requiring exceptional relationship management

• Dynamic regulatory environment: Constant changes in FDA, DEA, state-level pharmacy regulations, pricing transparency laws, and healthcare reform initiatives

• Intense competitive and political pressures: Drug pricing debates, healthcare policy changes, and market access challenges requiring sophisticated strategic navigation

Business Operations (BO) / Global Finance Services (GFS) is the Global Shared Service organization of Sanofi providing end to end services to all geographies covered by Sanofi Global Business Units (GBUs through Key Markets - North America, Europe, Japan, Greater Gulf, Greater China - and International MCOs - MultiCountry Organizations) including the Order To Cash (O2C), of which Customer-Invoicing-to-Cash (CI2C) and Account-To-Report (A2R) Service Lines.  In addition, BO hosts several global Centres of Excellence (COEs) that provide support and other services worldwide.

Order To Cash (O2C) service line, one of the pillars of GFS in Business Operations, is currently covering the following areas of the Customer Invoicing to Cash (Ci2C) process:

-        Credit Management

-        Collections & Account Receivables management

-        Cash Application

-        AR Monthly closing and Reporting

And will be progressively extending its scope to the following Order to Serve sub-processes:

-        Customer Master Data, Pricing & Commercial conditions

-        Claims & Disputes Management

-        Order Management

In order to build an integrated end-to-end order to cash process under one single organization.

The purpose of the Head of Regional Performance & Process Improvements for North America supporting Order to Cash (O2C) is to manage Process Improvements and Operating Model changes to implement Order to Cash Core Model (Processes) & Business Solutions (Automation). The position is critical for overall accountability of end-to-end Order to Cash operations, for fueling a performance culture that delivers best-in-class services, and for partnering with relevant business representatives in the North America market to ensure sustainable, efficient processes and improve cash performance.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

• Support the implementation and stabilization of the O2C operations for North America in close collaboration with the O2C Head of Key markets, the O2C heads of hubs, the i.O2C project team, the O2C Global Process Owners/ Global Process Leads (GPOs/GPLs) in line with the BO target operating core model.

• Act a key leader and decision maker ensuring the successful deployment of integrated Order to Cash operating model within Regions, ensuring Core model adoption and minimizing business disruption during transition phases.

• Ability to influence and clearly drive Order to Cash strategy adapted to Markets features (among which labor cost & efficiency/ complexity/flexibility) by setting-up the business cases & scenarios supporting investments decisions in Continuous improvements in term of Processes and Solutions (Systems & Automation) and Operating Model changes (zonal, platform offshoring, physical or virtual for Platform/Hub approach) in line with the Finance / Global BO Operating Model, Performance Targets and the Play-To-Win strategy for the End-To-End activities Ci2C process (Customer Invoicing/Revenue Recognition, Credit Authorization, Cash Collection, Cash Application as well as critical Month End Reporting Activities related to company Sales) and Order to Serve processes in the future.

• Lead operational teams in identifying gaps (vs internal standard, external benchmarks, or improvements) of Processes, Solutions, or Knowledge in existing Country/MCOs impacting the Performance, and will make innovative recommendations in terms of processes, solutions, or operating models to improve the standardization and performance.

• Act as decision-maker on local & hub resource allocation decisions and, together with GPLs, ensure proper monitoring through an efficient performance measurement framework evolving with the organization's maturity, to ensure overall performance meets P&L and Cash Flow targets, with KPIs on Efficiency and Efficacy.

• Develop data-insight expertise in the CI2C & O2S functional areas, based on internal & external benchmarks, to fuel business cases for improvement decisions.

• Build relationships with key stakeholders in Finance, Trade, and Supply Chain, notably the Regional & MCO/country CFO, the Head of Treasury, the Trade Head, the Supply Chain Organization (Customer Engagement), and Sanofi’s GBUs. And works closely with BO stakeholders: Account to Report, and other members of the Order To Cash Leadership team.

Service Delivery, Target Operating Model & Core Model Implementation, Continuous Improvement

• Accountable to measure the performance and the adherence in line with the BO Global O2C Core Model, providing Core Model adherence KPIs and dashboards on process efficiency & effectiveness on integrated Order to Cash services: Customer Master data incl pricing & commercial conditions management, Credit Management, Order Management, Collections & AR Management, Cash Application, Claims & Disputes Management, AR Monthly closing, and Reporting

• Ensure that these end-to-end services are highly efficient, cost-effective, high-quality, and agile in order to meet customer satisfaction and achieve strategic targets (i.e., improve the OTIF, DSO, working capital)

• Partner with the local/global stakeholders, process owners, and neighboring functions to establish the end-to-end process efficiencies and quality of service through effective communication.

• Drive cost reduction initiatives while maintaining quality of service

• Manage continuous improvements (CI), driving this end-to-end service to increase performance up to the 1st quartile of external benchmark.

• Foster a culture of cooperation, collaboration, and teamwork across O2C Teams, Key Markets Region, and Hub operations – Ensure a smooth interface with relevant stakeholders inside and outside BO within the Key Markets perimeter.

• Participate in delivery reviews and other leadership and governance boards

• Influence the iO2C leadership team on Core Model evolution, scope changes, & disruptive technologies adoption through experience, best practice sharing, best practices, & external feedback

• Support transition project management in the frame of the BO Core Model & hub strategy

• Identify and scope transition opportunities.

• Support analysis of gaps / CM adherence during the IA phase.

• Contribute to the transition setup, to the governance, resourcing, and partner alignment.

• Take the role of Champion for BO O2C Key Markets perimeter in alignment with the GPL Process automation Strategy. Support the implementation of the automation strategy for the North America market following the evolution of processes and practices in coordination with O2C Global, GPOs, the Center of Expertise, and Hub Operations

• Support the animation of the continuous improvement ideation process & buildup of business cases, including master planning and Return On Investment, and ensure support to the Automation Initiative, with Hub operations.

• Eligible to take the role of Coordinator for global and local initiatives, and to step up to act as a Project Manager within the O2C area of work.

Process Management

• Support the implementation of standard processes as defined by Global Process Owners and Global Process Leads, maximize Core model adherence, and manage local deviations to these standard processes within the North America Market, through priority initiatives monitoring.

• Contribute to the implementation of Core Model Solutions and ensure technology transformation activities are delivered on time and on budget, by ensuring proper program staffing & SME resources allocation.

• Support staffing & identification of Subject Matter Expert role in O2C in the North America & Hub operations to collaborate with Global Process Owners and Leads (GPOs & GPLs), and Global Project managers,  to support the design and implementation of key O2C projects within the operations or other key strategic company Projects (new ERPs, M&As, Changes of Business Model/Go-To-Market, Regulatory changes…).

• Leverage operational experience to propose evolution improving consistency and efficacy either in the Global Design of Standard Process or Regional one at level 4-5, 6-7 when relevant, and frequently interact with GPL for sharing on such initiative during the various CI & GPL Governance instances.

• Identify gaps and manage appropriate Governance tracking within the standard processes implementation, as defined by Global Process Owners, Regional Lead priorities, and Internal Control or Audit findings. Align on a consistent plan with the O2C Teams and stakeholders (Transition Project Team, ITS, other BO functions, Finance, Customer Care, Trade) to address deviations from these standard processes, internal control findings, or operating model changes. Following the transition on Projects, define sustainable and compliant ways of working under the new Process, Solution, or Operating Model (e.g., Retain / Platform), and ensure consistent adaptation of applicable Standard Operating Procedures in the new environment.

• Foster a continuous improvement culture by promoting identification of process improvement opportunities through process simplification & elimination of low-value-added activities.

• Champion process automation initiatives and ensure seamless adoption and transition.

• Ensure that key O2C projects deliver the expected benefits in terms of efficiency, cost, and quality; revise assumptions/smart targets linked to planning; and implement an action plan to deliver related commitments aligned with O2C North America targets.

Order To Cash Implementation

• In close collaboration with the I.O2C project team, the Bogota hub, and local Supply Chain & Customer Service, support the definition and implementation of the local target operating model (processes, organization, governance, digital solutions…).

• Support the project team on deploying the operating model at the local level and transitioning through the BO methodology: impact assessment, timing, and key deliverables, knowledge transfer

• Effectively communicate project deliverables to team members and stakeholders in a timely, clear manner.

• Be the focal point for Top Down and Bottom-Up communication and ensure that change management is addressed

• Identify key risks and plan/execute mitigation as required

• Support i.O2C vision and strategy defined globally, by setting appropriate performance objectives for the team.

Team Integration & Alignment Expertise

• Rapid Convergence: Quickly bring varying, distinct teams together, establishing common ground, and building collaborative momentum despite different operational histories, cultures, or priorities

• Conflict Resolution: Navigating competing interests, differing viewpoints, and organizational tensions to find mutually beneficial solutions

• Trust Building: Creating psychological safety that enables open dialogue, honest debate, and authentic collaboration across team boundaries

• Cultural Bridge: Recognizing and respecting each team's unique strengths while forging a unified identity and shared purpose

• Interact directly with BO O2S/CI2C GPO Heads and Teams, and other Process/Systems and ITS experts.

Organizational Impact

• Eliminate months of potential misalignment and circular discussions

• Create clarity where complexity currently exists

• Enable faster execution of strategic priorities

• Build organizational muscle for future integrations

• Demonstrate best practices for cross-functional collaboration

Geographic scope

• Coverage of the North America market (US & Canada)

Context of the Job & Major Challenges

• BO to be further rolled out or assessed to be rolled out in various jurisdictions

• Sanofi Strategic Project,t such as M&A, divestments, or system upgrades

• Effective Transition Managementis required to manage the shift to BO and/or from the current Operating Models to the future BO O2C Operating Model

• Highly complex service delivery driven by a wide range of countries, local legislations to be respected, different business requirements, as well as partially outsourced operations

• Extension of the current Ci2C scope to end to end order to cash operating mode,l integrating customer master data, sales order management, claim & dispute activities

• Effective change management is required to manage the transition from the current local operating model within Ci2C/ Customer Service organizations to the future BO O2C operating core model

About You

Expected skills

• Good business acumen and understanding of relevant processes such as Finance, Supply Chain & Customer Service activities

• Proven program and project management skills (ability to identify problems and define solutions incl. implementation plans, in a structured manner)

• Ability in understanding common Information System (IS) solutions used within O2C @ Sanofi

• Ability to think strategically and take a helicopter view, but also be able to dive deep into operational problems when required

• Team player, able to work collaboratively and transversally with local, global, and HUB teams with an end-to-end mindset

• Established problem-solving and conflict management skills

• Personality with strong delivery & focused on results

• Very good communicator with an ability to discuss on executive level within Sanofi and externally

• Sound knowledge and understanding of the O2C E2E process with the ability to drive interdependencies with other organizations such as A2R, Finance, Customer engagement & Trade functions

• Expertise in customer credit management, collections & receivables management processes

• Lead by example to deliver high-quality service and customer satisfaction

• Flexible and adaptable to changing business environments and requirements

• Fluent in English

Background & Experience

• Bachelor's degree required

• 10 to 15 years of multicultural experiences in Finance (controlling, credit and collection management, internal control, accounting, share services) and/or Supply Chain and its delivery

• International background with exposure to multicultural environments

• Experience in LEAN Management is a plus

• Experience in managing functionally diverse teams remotely

• Experience of working within a Shared Services / BPO model is appreciated

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or a lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.