OUR TEAM:

Our ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people’s lives. Sanofi has been building the foundations of enterprise services over the past few years. With the creation of the global business unit Business Operations one year ago, we have elevated our commitment to innovation, operational excellence and value creation. Business Operations plays a key role for Sanofi in modernizing the way we work. An expert leadership team, passionate about leading high performance.
We are building for the long term. We bring people together – many of them in our four hub locations around the world - simplifying processes, breaking down barriers and rapidly cross-fertilizing the best ideas across Sanofi.

Service Experience:

• Lead the design and delivery of a world-class service experience that encompasses the entire user journey, from initial contact to resolution, ensuring all interactions are seamless, satisfying, and meet the needs of internal and external stakeholders.
• Drive initiatives to improve customer satisfaction and engagement, using data and feedback to continuously refine the service experience

• Strategy:
• Develop and execute a comprehensive Service Excellence strategy for Business Operations that integrates both Service Management, Demand Management and Service Experience, ensuring alignment with the overall business priorities of BO.
• Lead the short to long-term strategy to drive high level of satisfaction in service delivery, enabling Service Towers to provide efficient, cost-effective services at the highest standards of quality.
• Develop and implement User Experience (UX)/ Service Experience (EX) strategies, leveraging technology, process improvements, and training to enhance the quality of service delivery.
• Continuously align Service Excellence initiatives with BO and Service Tower strategies, driving a unified approach to service delivery and user experience.

Stakeholder Management & Engagement:

• Act as the primary point of contact for service-related matters, building and maintaining strong relationships with key Service Towers and beyond.
• Partner with Service Tower Leaders, Digital and other Business Leaders at executive level to ensure service management and service experience meet business needs.

• Ensure alignment around service and platform related standards and agreement on investment / funding priorities across all parties in Sanofi who are utilizing Service Management tools

Service Management:

• Oversee the end-to-end service lifecycle, including demand, planning, design, transition, and improvement, ensuring that all services meet the agreed-upon service levels and business requirements.
• Develop and implement service management policies and governance to ensure consistent, reliable, and scalable service delivery across the Service Towers.
• Define standards for Service Management tools (ticketing: case, incident, demand) and intake solutions (Portal, Chatbot, Telephony).
• Build, deliver and maintain Service Catalog for Business Operations.
• Manage the development and implementation of service level agreements (SLAs) to enable a consistent monitoring, reporting, and measurement of service performance delivered by the Service Towers.
• Define and implement a BO Control Tower framework to manage stakeholder engagement in case of escalations and resolution of severe incidents.

• Foster a culture of operational excellence, ensuring that all service processes are optimized for efficiency and effectiveness, utilizing best practices such as ITIL and Lean.

Service Experience:

• Lead the design and delivery of a world-class service experience that encompasses the entire user journey, from initial contact to resolution, ensuring all interactions are seamless, satisfying, and meet the needs of internal and external stakeholders.

• Drive initiatives to improve customer satisfaction and engagement, using data and feedback to continuously refine the service experience.

Continuous Improvement & Innovation :

• Champion continuous improvement initiatives across all service areas, driving operational efficiencies and enhancing service quality through the adoption of best practices and innovative technologies such as ServiceNow
• Leverage data analytics and process mining to gain insights into service performance, identifying opportunities for automation, process optimization, and cost reduction.

• Monitor industry trends and emerging technologies, ensuring that Business Operations remains at the forefront of service excellence.

Performance management:

• Develop a unified set of key performance indicators (KPIs).
• Define processes to measure overall Business Operations’ services satisfaction and enhance user experience for cross-tower solutions while leveraging emerging technologies

• Monitor and analyze Service Management and Service Experience metrics, identifying trends, areas of improvement, and opportunities to exceed user expectations.

Financial Management:

• Develop and manage the Service Excellence budget in close partnership with Digital, ensuring that all initiatives are cost-effective and deliver value to the business.

• Identify and drive cost-saving opportunities through process optimization, automation, and strategic vendor management.

People Management:

• Build, mentor and lead a high-performing Service Excellence team of 15+ FTE, fostering a culture of collaboration, innovation, and continuous improvement in Service Management and Service Experience
• Promote an employee-centric culture within Business Operations, ensuring that all team members are aligned with the goal of delivering exceptional service.