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
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
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