DirecciónClient Service Delivery Analyst II
Would you like to provide first-class guidance and support to the customer?
Are you a champion for continuous improvement?
About our Team
Elsevier is the world's leading provider of scientific, technical and medical information, tools and resources. A global company, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations.
About the Role
The Delivery Owner specializes in delivering Global Pharma products and serving customers. They ensure that the delivered product is of high quality and delivered on schedule.
Responsibilities
Delivery process management
- Owns the process post pre-delivery approvals to the product delivery to the customer
- Has a good overview of Global Pharma Products and understand what ""delivery"" entails for those products
- Typically a specialist for two to three products however able to support other product delivery as needed when needed by following the required process
- Does a sanity check prior starting delivery work to ensure all approvals are in place and pushes back as needed
- Depending on the product handled liaises with other internal groups i.e. printers, publishers, journals managers etc. for delivery of the product
- Ensures Proof of Delivery is properly documented and works closely with Post Delivery owner to ensure appropriate information is shared for invoicing the customer
Delivery control
- Tracks and measures the ""true"" delivery time for products and ensures high predictability in revenue forecasting of products
- Tracks with appropriate tools the delivery metrics for their products
Drives continuous improvements
- Continuously strives to recommend improvements (process, people, technology) in our delivery of products
- Consistently reviewing to leverage the wider Elsevier ecosystem to find the right home for activities and existing dashboards for article tracking, issue tracking etc.
- Works closely with Product Delivery Lead to keep them up to date on status, workload, timelines related to the products
Stakeholder and project management
- Keeps the Product Delivery Lead up to date on progress on currentdeliverables and escalates pro-actively if any delivery timelines are not being met
- Organized in terms of their work and follows relevant processes to ensure deliverables are of high quality and all appropriate documentation is in place
- On a need and product basis, may need to interact with a number of stakeholders i.e. publishers, Journal Managers, Editors, Compliance team for clarity on deliverables
- Liaises very closely with the pre-Delivery Owners to ensure all appropriate approvals are in place prior to picking up the deliverables
- Liaises very closely with the post-Delivery Owners to resolve any customer queries related to billing
- Ability to be calm, accurate and adheres to processes in particular when managing high volumes transactions over month-end and year-end
- Works in close collaboration with other Delivery owners to spread the load and manage when volumes are higher
Delivery process documentation
- Contributes to defining the delivery process for both current and new productsincluding ensuring editorial decisions are made before product is considered ready for delivery
- Ensures documentation is available in a central repository e.g. Internal Knowledge Base and can be shared and updated as appropriate
Behaviours
Displays High Integrity and Honesty
- Willingly speaks up and asks tough questions on ethical issues.
- Seeks out all sides of an argument or issue.
- Challenges those who act against the core values.
- Stands up for his / her own opinion but is able to take onboard other opinions.
- Works for the common good of the team or organisation without letting go of personal values or ethics.
Technical and Professional Expertise
- Applies a depth of knowledge and understanding to own work and relates to overall business context.
- Applies a breadth of knowledge across multiple functions and projects on behalf of the team.
- Actively champions the team’s technical knowledge within the organisation.
- Sought out due to indepth knowledge and experience.
Champions Change
- Understands and applies change management methodology to change initiatives.
- Looks for ways to improve own work processes.
- Plans ahead to prepare for changes that may affect the business or team.
- Maintains a positive outlook in the face of a changing environment.
- Is able to clarify how changes affect individual, team and wider division.
- Actively seeks out ways to continually improve team activities.
Drives for results
- Does everything possible to achieve goals.
- Regularly measures and evaluates progress.
- Accepts responsibility for the resultsbased outcomes of group.
- Holds others accountable and encourages others to take accountability for achieving results.
- Shares credit and recognition with others for achieving goals.
Collaboration and Teamwork
- Encourages cooperation between all members of the team.
- Identifies and removes barriers to team performance.
- Helps people to resolve conflict.
- Identifies ways for further collaboration across teams.
- Seeks team members’ input and expertise; facilitates open and interactive discussion of matters affecting the team.
Builds Relationships
- Establishes rapport with others on the team and across teams.
- Works effectively with others to get work done.
- Handles difficult situations, minimising conflict.
- Treats all individuals with respect.
Takes Initiative
- Independently addresses unexpected situations.
- Confident in taking action and removing obstacles to action.
- Can be counted on to follow through on actions.
- Encourages others to take their own initiative when faced with a problem.
- Provides appropriate amount of information, resources and support without undermining the individual’s full ownership of objectives and their success.
Solves Problems and Analyzes Issues
- Is able to ask effective questions and collect facts from multiple sources in order to solve problems.
- Is able to effectively identify and analyze problems and propose solutions.
- Effectively manages day to day issues and problems without intervention.
Functional and technical competencies
- Senior stakeholder management, operational management and project management competencies required, minimum of 5 years experience.
- The role requires someone who understands compliance as a goal and nuances of editorial and financial compliance including relevance and risks associated with non-compliance.
- Continuous improvement methodologies including L6S, ISO Quality Management auditing desirable. Understanding of HTML coding and logic is advantageous.
- Comfortable working in a remote set-up / teams that are globally distributed.
Education Knowledge and Skills
- High level of proficiency in English and Spanish
- Knowledge of journal production workflows, systems and applications desirable. Result driven, strong analytical skills, strategic thinker, excellent communicator.
Complex negotiation skills, ability to understand global cultural differences and act accordingly.
Demonstrated ability to drive and implement change. Understanding of HTML coding and logic is advantageous.
Work in a way that works for you
We promote a healthy work / life balance across the organisation. We offer an appealing working prospect for our people.
With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer :
- Flexible compensation program for up to 20% of your annual base salary that includes Private Health Insurance for employees and direct family, Meal vouchers, Transportation card, Kindergarten, Tuition & Reimbursement programs.
- Flexible working / Time Reporting
- Working from Home allowance
- Generous leave types and annual effective working hours
- Work from Anywhere days
- Life insurance
- Access to Well Being & Employee Assistance Programs (EAP)
- RECARES days, giving you 2 days per annum to support the charities and causes that matter to you.
- Access to employee resource groups with dedicated time to volunteer.
- Access to extensive learning and development resources including subsidised English language training.
- Access to employee discounts
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.
Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.
At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world
Elsevier is an equal opportunity employer : qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form : , or please contact 1-855-833-5120.
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