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Job Information

BD (Becton, Dickinson and Company) Manager, Customer Contract Operations in Vernon Hills, Illinois

Job Description Summary

Job Description

Accountabilities in this role

Reporting to the Associate Director, Distributor Chargeback Operations, this position oversees a team of analysts and specialists and is accountable to develop and execute analytic and reporting solutions to improve automation and rate of resolution for end customer related sales tracing errors in collaboration with IT, Commercial Analytics, Customer Master Data Management (CMDM), and Contract Operations leaders and team members. Developing, implementing, and executing systems to cleanse, standardize, enrich, and harmonize customer data to maintain cross references to distributor customers submitted to BD on sales tracings. Effectively utilizing industry customer identifiers including HIN, DEA, and GLN, in addition to trusted 3rd party data providers of customer information for efficient and accurate processing of sales tracings.

Engaging and collaborating closely with Distributor partners, GPOs, BD Channel Management, and other Commercial Operations pillars, this management position will drive best in class, innovative, enterprise operational capabilities and also establish policy, process and governance to ensure the effective implementation of complex, critical chargeback and sales tracing activities to optimize US Region results and mitigate overall financial risk. Attracting, developing, and leading a qualified and results oriented team.

This position will be responsible for developing, testing, implementing, and supporting technical enhancements to further automate sales trace customer account matching, cross referencing, new account creation, and sales tracing denials, driving team efficiency and performance improvements and a significant reduction in outstanding sales tracing customer related errors.

  • This leadership position directly manages a team of approximately 2 - 5 associates, with primary US Region accountability.

Essential Responsibilities:

  • Lead team operations for all aspects of the resolution of customer related errors for chargeback and sales tracings.

  • Collaborate with our distributor partners to identify, develop and drive business process continuous improvement activities, conduct root cause analysis, determine error prevention solutions, and reduce chargeback and sales tracing errors

  • Lead maintenance of customer master data including Distributor Partner Cross Referencing and the creation and management of Non-Transactional accounts

  • Develop and implement technical solutions that drive automation, operational best practices, standardization, and a significantly improved rate of resolution for sales tracings end customer related errors

  • Accurately analyze and maintain sales trace customer data, customer cross references, and tracking of customer related sales tracing errors

  • Coordinate with IT, Commercial Analytics, CMDM, and other Commercial Operations teams to develop and deploy technical solutions that support Contract Operations strategies and policies

  • Develop self and team as SMEs for MS Access, SQL Server, Python, and Qlikview technical enhancements to drive faster resolution of sales trace customer errors and drive process automation

  • Provide regular reporting of sales tracing end customer related errors, and plans and results for process improvements

  • Exercise appropriate controls to minimize disputed chargeback financial exposure and chargeback reserves across all businesses

  • Provide guidance and coaching to team members to realize benefits with solution deployments and process improvements

  • Maintain application training material and updated desktop procedures in order to ensure standard team practices that adhere to best practice efficiency and accuracy

  • Inspire and empower the team to act with speed, agility and accountability enabling them to achieve excellence

  • Support Associate Director with industry organization collaboration and initiatives to develop and drive best industry practices in an effort to increase pricing accuracy, eliminate errors, and streamline processes

  • Define and enforce policies, procedures, and processes to harmonize all aspects of distributor operations, with appropriate flexibility to meet customer / market needs and dynamics

  • Understand and measure team performance for KPI’s (key performance indicators), SLA’s (service level agreements), and IIG’s to drive accountability and achievement of key strategic goals

Qualifications

  • BA/BS required

  • 3+ years’ experience leading others, designing and implementing technical solutions for business needs

  • Demonstrated successful business results from technical implementations

  • Strong technical skills with MS Access, SQL Server, Python, Qlik, Data Management Software, or equivalent

  • Experience with data cleansing, standardizing, enriching, matching, cross referencing

  • Proven high quality results in technical implementations, with experience testing

  • General understanding of commercial operations management and customer master data

  • Proven ability to quickly establish credibility, trust, and support within all levels of organization.

  • Ability to build and motivate a team to achieve well communicated expectations

  • Ability to collaborate with IT, Commercial Analytics, and CMDM to drive analytic and reporting solutions for customer data process efficiency, timeliness and accuracy

  • Analytical problem solver with business acumen. Able to evaluate key business drivers and develop clear solution recommendations

  • Ability to stimulate and enable innovative thinking to drive change and effectiveness through high automation and process excellence

  • Ability to understand, organize and deliver on critical business requirements to drive solutions that advance our Contract Operations capabilities and achieve operational goals

  • Strong communications and change management experience

The BD Way – Our Cultural Foundation

Values: Our standards of behavior​

  • We do what is right

  • We thrive on innovation and demand quality

  • We are all accountable

  • We learn and improve every day

  • We help each other be great Leadership commitments: How we lead ourselves and our work

  • Be bold and strategic

  • Remove obstacles and empower others

  • Deliver results that matter

  • Debate and decide, then commit and go

  • Win as one BD

  • Have the courage to iterate, try new things and embrace change Mindset: The attitude we bring to our work​

  • The best way to help customers and patients is to truly know them

  • Challenges are opportunities to grow and improve

  • Inclusion and diversity make us a stronger team

  • Keeping it simple enables innovation and agility

  • Speaking up builds trust and gets to better outcomes faster

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

#LI-PRO

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

USA IL - Vernon Hills

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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