Expert Specialist, Customer Meeting Services (CMS) – Germany

We’re looking for people who are determined to make life better for people around the world.At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives.Established in 2010, our Global Business Solutions (GBS) centre in Little Island, Cork city has evolved from shared service provider to global business partner across many of Lilly’s key business units. Through the centralisation, standardisation and optimisation of complex processes, GBS Cork provides innovative solutions that add value in a number of diverse areas including finance, supply chain, HR data management, customer support, clinical trial capabilities and more. Currently it employs over 1300 employees across 62 nationalities, speaking over 50 languages.Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. Other than working with a great team, we also offer a very competitive benefits package. We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long-term career. The Customer Meeting Services (CMS) team supports Lilly Meeting Owners with meeting planning & oversight, HCPs Contracts and payments execution and the reporting of transfer of value (TOV) to enable compliance with the EFPIA Disclosure Code. The Meetings & Congresses teams provide support for Meetings Oversight, while the CMS teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement and compliance support.The CMS Team works cross-functionally with regular interaction with key business partners within the GBS and Global and International Meetings & Congresses network, along with other key connected functions in Lilly, in particular Global Transparency, Global Customer Operations (GCO) and Ethics & Compliance.ResponsibilitiesThe primary role of the CMS Expert Specialist is to provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.Be seen as a “go-to” information resource for Contracting to Pay queries both from external HCPs and internal business partnersProvide excellent customer experience through the end to end coordination & execution of the Contract to Pay process in a compliant manner. This includes the pre-contracting data management for the Healthcare Professional. Ensure efficient and effective issue resolution across the Contract to Pay process including the pre-contract data management aspects. Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPsEnsure compliance with data capture requirements to support the Lilly’s TOV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publicationMonitor daily operational dashboard to ensure compliance with pre-defined SLAsSupport global/regional CMS projects with focus on the Contract to Pay process & pre-contracting data managementSupport the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team membersYou may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line managerPersonal AttributesAbility to handle complexity and utilize analytical skills, with attention to detailAbility to proactively & effectively analyze & resolve problemsAbility to effectively prioritize and complete key tasks and deliverablesAble to respond flexibly and empathetically to customer needs, managing their expectations effectivelyAbility to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO/Meeting Planning company team memberRequirements: Experience and Education2-3 years’ customer facing experience with excellent communications & compliance skills. Legal/Contracting/Travel & Meetings support experience an advantageAssociates Degree (or equivalent work experience)Fluency in German and English language essential. Additional Language an advantageExperience in Sales Force, SAP P2P module, MS OfficeExperience with Contracting systems an advantageThe GBS focuses on the following foundational pillars across the full organization to ensure a solid and consistent approach to running our businessComplianceDemonstrate a strong compliance-oriented mindset & help to build a strong compliance cultureFamiliarize with all applicable process documentation & training materials to ensure you operate in a fully compliant mannerEnsure ownership for all applicable Operational controls for your area as well as the remediation for any deficiencies and the sharing of all learnings across the team. PeopleActively work with the core team members, internal business partners, external support agencies, and Healthcare Professionals to build effective working relationshipsCustomerDemonstrate excellence in all interactions with our internal customers, business partners & external Healthcare ProfessionalsFocus on measuring & improving our Healthcare Professional’s experience with the CMS process & teamsContinuous ImprovementDemonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement cultureActively work with the core team members & Global and International teams to drive improvements for processesAdditional Information *Travel Percentage – Up to 10% international travel may be requiredNote: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.Lilly does not discriminate on the basis of age, race, colour, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.#WeAreLillyLilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.#WeAreLilly