Governance & Control Lead
San José, CR
hace 2 días

Today Lonza is a global leader in life sciences. We are more than 15,000 employees in more than 100 locations around the world.

While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people.

In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Accountable to measure and further improve a positive client experience regarding the GBSO service and support delivery.

Plans and manages the design and set up of the client-oriented service framework (incl. SLAs) and service mindset providing a standard approach that can be applied for across countries and services in a consistent way.

Also, is accountable to deliver quality assurance - driving governance across the integrated control framework and cross functional business practices e.g. document management.

Key responsibilities :

Drive GBSO Service Framework and Set up Service Metrics and Dashboard

  • Define consistent service metrics (x-functional) and agree targets.
  • Provide regular reporting and analysis.
  • Establish service touchpoints, taking on feedback to further enhance the customer experience.
  • Define areas of improvement and support its implementation in order to reach targets.
  • Reduce-eliminate standard process deviations.
  • Drive governance across the integrated control framework

  • Ensure adherence to the ICS (including SOD risk), proactively driving control improvements and assurance through a robust monitoring program in liaison with group.
  • Coordinate internal and external audit activity and drive through audit recommendations.
  • Ensure the control framework is fully integrated into new business and change initiatives, liaising across Transformation, Process Excellence and Operational Teams.
  • Drive governance and standard ways of working across common business practices

  • Support cost management in provision of information and drive through of cost efficiency to achieve set targets.
  • Develop and effectively manage the communications strategy for the SSC
  • Manage document governance across all department including appropriate storage, security and update.
  • Key point of coordination for operational Change Governance, managing operational and small change across a network of Change Champions and inputting into the Change Board to ensure alignment with the target operating model and key business initiatives (including Harmonization and GBSO projects).
  • Provide support to Head of Finance SSC via management of the Leadership Team agenda and provision of ad hoc support for cross team initiatives.

    Key requirements :

  • College education or experience equivalent in Business Administration and related areas.
  • Fluent in English language C1, Portuguese is a plus.

  • Previous experiences in rolls as RTR, Collections and Operational Excellence.
  • At least 5 years of experience :
  • 1) Directing industry experience, ideally within Shared Services or close to service related operations.

    2) In the area of customer centric design, service management, user experience management.

    3) Managing process improvement teams, ideally within operational or shared service center environment.

    4) In a governance and control function, ideally within a shared service center environment.

  • Experience Auditing with auditing and internal control.
  • Proven experience managing indirect teams.
  • Proficient user of basic office applications (Word, Excel, Power Point, Outlook, Visio and Share Point).
  • SOX is a must.
  • ITIL, Lean, Six Sigma, Prince 2 or similar beneficial, but not required.
  • Every day, Lonza s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility.

    How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment.

    Any success we achieve Is no success at all if not achieved ethically.

    People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences.

    In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

    Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

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