Senior Manager, Vendor Performance & Relationship Management

Job content

Summary

This key global I&T strategic role assists in the overall performance review and reporting for significant third party partnerships and managed service providers across CSL I&T’s Organization. Ensures full service delivery of third parties is in line with contractual and financial arrangements as well as maintaining the strategic spirit and intent of the overall business relationship. Assists in the Development of detailed and technical insights for clear display and reporting of metrics, performance and presentations that detail the overall operational excellence of managed services across the I&T Organization. Review and performs strategic management of overall third party performance and corrective actions. Maintains highly complex and detailed reporting systems and operational performance tracking documentation to ensure all objectives of the I&T Organization are being met.

This role will assist in leading strategic thinking around operational performance excellence and driving a global methodology that will be instrumental for flawless execution by CSL’s I&T key strategic partners. Monitors and proactively identifies operational opportunities and corrective actions prior to major performance impacts. Gather data as required and maintains all required databases, survey tools and reporting systems. Performa surveys where required and host meetings as directed to plan performance improvements and conduct quarterly/annual performance reviews following established Global Sourcing practices.

This role will be instrumental in developing and executing key I&T

performance strategies while partnering with required internal groups, across CSL and ensuring that all business case metrics,

performance levels, financial commitments and overall performance is strictly

achieved following established Global Sourcing practices. This

role is instrumental in assisting

in the global performance of managed service providers.

Develop Plans aligned to I&T’s Alliance & Vendor Management Strategies

· Assist in the development and implement strategic operational excellence procedures, reporting and insights to proactively monitor and adjust third party performance to fully meet and exceed performance expectations.

· Collaboratively form internal working groups to ensure all relevant parties required for performance execution are aligned and focused on ensuring I&T transformation objectives are fully achieved. Manage all contract and performance reporting and immediately escalate all contract deviations as appropriate following established Global Sourcing practices.

· Focus on the development of operational plans in conjunction with the respective I&T business unit with a strategic long term focus of future operating models or processes over the next 3 to 5 years.

· Take a leadership position and drive collaboration with the respective business unit on complex problem resolution, investigative data analytics, process reengineering and establishment of a sustainable program that will fill a global need while being consistent within all Company areas affected.

· Provide I&T Leadership with very detailed and complex analytics and insights to give a clear picture of global supplier performance and Alliance effectiveness. Conduct surveys and develop content for annual or quarterly performance reviews and related meetings. Maintain action item list and ensure all follow ups are completed timely and accurately.

· This role is expected to develop a strategic process for performance tracking, information gathering and clear distilled information to drive decision making and pivots in the business where need to always strive for flawless execution across the global I&T Organization. Maintain all required databases and documentation as appropriate. Conduct 360 reviews as required. Maintain vendor performance portals and drive a process around invoice review and approvals that are in line and compliment CSL Polies and procedures.

Establish and Maintain Effective Strategic Contract and Performance Management

· Ensure Global requirements are gathered to effectively and efficiently process and approve as appropriate third party invoices and related billings. Maintain system portals that contain insights and supplier documentation that directly toe to invoicing and performance management.

· In collaboration with Global Sourcing, drive value by defining and implementing effective contractual terms and conditions in conjunction with required internal CSL functions and managing Councils for business-critical deliverables aligned with the evolving business requirements and are effectively leading key transformational activities, including contractual rate review and staffing, that deliver lower cost of ownership, lower risk, higher quality, and better managed service provider performance.

· In collaboration with Global Sourcing, assist in leading complex and business performance reviews with major key suppliers and provide advice for regional teams as required. Develop long term strategies to ensure service sustainability and continuity while implementing a partnership with the supplier to drive significant strategic year over year continuous improvement. Provide reporting as required and as needed to drive decisions.

· Conduct business with integrity, in accordance with the highest ethical standards and in compliance with all applicable laws and regulations and anti-bribery requirements and supports diversity and inclusion by promoting utilization of small, disadvantaged and/or diverse suppliers. Ensure that Conflicts of Interest are not present with supplier selection and the contracting and performance management processes are free from all potential Conflicts of Interest.

Supplier Relationship Management (SRM)

· Establish and manage complex SRM processes with suppliers within the category as per supplier segmentation, including risk management strategies in accordance with global policies, to enhance relationships and innovations with suppliers to deliver required supply, quality, service, continuous improvement, and innovation while minimizing costs for CSL’s Global I&T Organization and develop processes to measure value beyond savings in line with CSL’s values and contracting strategy.

· Drive continuous improvement across all SRM functions, methodologies and processes.

· Assist in the implementation of Global procedures and reporting to ensure execution of contracting activities in compliance with CSL Legal and related Policies, Code of Responsible Business Practices, and all other compliance standards.

· Strictly adhere to the CSL Supplier Risk Management policies and procedures. Utilize the CSL Supplier Risk Management tools as appropriate.

· Report on I&T strategic contractual performance as required and host governance meetings as needed to highlight areas of improvement or to call out areas that are working well to ensure that knowledge can be exported to other areas of the Company.

Supply Performance Management, including management of key performance Indicators

· Responsible for monitoring Supply Performance KPIs and conducting regular Operational Reviews as per I&T’s reporting processes with supporting analysis and reporting from the internal finance and legal groups while ensuring any member of the I&T team is fully aware of all performance metrics and guidelines.

· Assist in the monitoring and development of new strategic key performance indicators and allocate weights to contractual Service Level Agreements to ensure proper performance.

· Assist in the development of new KPIs and processes as required.

· Develop and implement reporting and global governance tools as needed and as appropriate.

Develop Talent

· Lead, motivate and develop employees within the I&T Alliance & Vendor Management team including effective long-term talent development, succession planning and performance managing with a focus on supporting employees to meet or exceed performance expectations while demonstrating CSL Values.

Manage Key Internal and External Stakeholders and Partners Relationships

· Build and maintain effective professional relationships with senior internal stakeholders and senior external executives within large vendors to deliver upon I&T’s objectives by ongoing discussions and participation in formal teams and groups with senior leaders in CSL and external vendors to manage supplier performance, issues, improvement initiatives and other broader business issues.

· Maintain a strong relationship with internal stakeholders especially CSL Legal, Finance and Accounts Payable.

Drive Innovation

· Assist in leading and participate in global transformation projects and continuous improvement initiatives as required to ensure the delivery of targeted benefits.

· Drive continuous improvements across all aspects of the position as well in the areas of contractual performance monitoring, workflow and key I&T strategic priorities as required and appropriate.

Education

· Bachelor’s degree in, computer science, mathematics, general business or related field

· Post graduate business degree, MBA highly regarded but not required

· CPSM or related certifications a plus but not required

Experience

· Minimum 5 - 7 years’ experience in performance management and third party contracting

· Minimum 2 years senior leadership experience, preferably of a global team

· Minimum 2 years of experience with service provider performance and management

· Understanding of the pharmaceutical industry or related industry preferred but not essential

· Understanding information technology contracting and metrics strongly preferred

· Must have proven contract management or supplier management experience

· Proven MS Excel, MS PowerPoint and MS Word skills.