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The Regional Service Hub Leader is part of the Customer Enablement team that is responsible for ensuring efficient, effective and compliant management of the systems and processes related to external expert and HCP contract to pay requests and external funding requests (e.g., medical education grants, sponsorships, donations and contributions).  Customer Enablement is part of the overall Global Assurance and Reporting Services within the Global Business Shared Services organization.

Working in a complex, matrixed high activity environment, the Regional Service Hub Leader contributes to the team’s overall remit by managing a team of Contracts and Operations Specialists who are responsible for ensuring accurate and compliant processing of requests in accordance with policies, procedures, regulations and transparency/disclosure reporting requirements.   

The Regional Service Hub Leader oversees a team of direct reports to implement Customer Enablement support services within the assigned region of markets and/or business units.  The incumbent will report to the Head, Customer Enablement.  The Regional Service Hub Leader will help to establish the service delivery team within his/her assigned region, will be responsible for recruiting, training and providing direct line management support for team members.  The Regional Service Hub Leader will also work closely with the respective Business Partners to report on performance of the site service team.

Responsibilities include but are not limited to:

• Provide direct managerial oversight to the Contracts & Operations Specialist who have the following major responsibilities:
• Review and ensure completeness of incoming external funding and/or EE contract-to-pay applications/requests Coordinate triaging of requests to appropriate reviewer and business area
• Provide guidance to ensure appropriate approvals are obtained and retained
• Perform preliminary reviews to ensure AZ does not contract with any individual or entity that is debarred, excluded or restricted for any other reason to do business with AZ
• Ensure timely receipt of executed agreements prior to the program start date
• Coordinate provider requests for changes to agreements
• Responsible for capturing the data elements to ensure adherence to physician payment reporting requirements for Open Payments, EFPIA and other state and country requirements
• Serve as an additional line of control in performing quality reviews to ensure effective and efficient management of assigned requests and delivery within agreed to Service Level Agreements (SLA); coach and guide Contract & Operations Specialists in resolving issues as a point of escalation
• Develop and implement a comprehensive data collection program, including communications and training for third party suppliers, by working closely with team members to establish a complimentary training program for both internal and external customers
• Establish partnerships with customers and key enabling function departments to ensure high quality services are delivered and to also stay abreast on changes in the internal and external environment that could impact our service support
• Learn and understand the key requirements for each country/business unit within the assigned scope of the Regional Service Hub Leader.  He/she should be able to address basic inquiries from Contracts & Operations specialists, internal and external customers as a first point of contact
• Build knowledge of AstraZeneca’s internal systems that are related to Customer Enablement Services (for example, HCP Connect, CyberGrants, SAP, Reltio) and be able to address inquiries from Contracts & Operations Specialists
• Contribute to new projects or assignments as identified to support overall operational efficiencies, and deployment of new or enhanced services within the region
• Support driving and embedding a culture of ethics, integrity and compliance in identifying potential policy breaches (for example, a meal cost that exceeds a policy limit)

Minimum Specific Requirements:

• Bachelor's degree (ideally Accounting, Finance)
• Demonstrated knowledge of SAP, and purchase to pay systems / processes, Procurement
• Experience in finance, auditing, quality assurance/control, SOX and/or risk management 
• Strong project management skills with the ability to handle competing projects simultaneously and drive success through others in achieving aggressive timelines
• Strong ethical, collaborative and influencing skills
• Experience leading team-based projects or assignments
• Excellent computer skills, including data and reporting software programs
• English skills

Preferred Background:

• Additional certifications (e.g., CPA)
• Experience in or with the biopharmaceutical industry or a consulting firm working with pharmaceutical clients
• Understanding of Research and Development (R&D) and/or Commercial operations
• Working knowledge of / experience with payment transparency requirements in Europe (EFPIA), the US (Open Payments or formerly Sunshine Act)
• Managerial experience
• Understanding of global payment transparency principles
• Global / cross-cultural experience

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.