Training And Workforce Manager Hub Bogotá

Job description

Training And Workforce Manager Hub Bogotá Location: Bogotá About the job Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Receivables and Revenue Senior Analyst & SME within our O2C Team. This role is a cornerstone of the Bogotá O2C Hub, responsible for delivering world-class training, managing workforce operations, and ensuring vendor excellence. This strategic role will drive the development and performance of customer service, order management, credit & collections, Cash application, Master Data representatives across all O2C functions, with a critical focus on Sanofi's flagship Vaccines business — the company's largest global franchise. The role ensures operational readiness throughout the year, with heightened responsibility during respiratory seasons, including pre-season preparation, in-season escalation support, and post-season learning documentation. Outside of respiratory season, this strategic role leads system onboarding and continuous capability building across key platforms. This individual will serve as a key liaison between the Hub, market stakeholders, and senior/trade-level leaders, requiring a high degree of professionalism, executive presence, and cross-functional agility. KEY ACCOUNTABILITIES Training Delivery & Facilitation Conduct new hire onboarding programs covering company overview, customer service standards, O2C policies, and performance expectations Facilitate ongoing training sessions to enhance skills and close performance gaps Create and deliver simulations, role plays, and real-life scenarios to reinforce learning Conduct soft skills training including communication, professionalism, empathy, and active listening Coach employees on handling challenging situations, including escalating and difficult customer interactions Train employees on all Hub systems and tools, including:Salesforce (CRM platform) iShift (workforce scheduling) HighRadius (collections and cash application) Serve as the escalation point of contact for agents regarding their development and complex customer conflicts Validate required/mandatory compliance training at both local and global levels for internal and external employees Lead culture immersion training to align new joiners with Sanofi's values and ways of working Engage with market-level stakeholders and senior/trade-level leaders, ensuring training content reflects commercial realities and business priorities Respiratory Season & Vaccines Business Readiness Lead pre-season training preparation to ensure all agents are fully equipped to handle the surge in demand associated with the respiratory/flu season — Sanofi's most critical commercial period globally Serve as the primary escalation point during respiratory season for complex customer service situations, ensuring swift resolution and minimal business disruption Conduct post-season debriefs and learning documentation, capturing key insights, recurring issues, escalation patterns, and improvement opportunities after each flu season Update and refresh all training materials ahead of each respiratory season to reflect new products, processes, market changes, and lessons learned from prior seasons Ensure agents are trained on vaccines-specific workflows, customer profiles, and trade/market dynamics relevant to the Vaccines franchise Maintain a living knowledge base of respiratory season learnings to continuously improve Hub readiness year over year Training Content Development Develop and maintain training materials including presentations, manuals, job aids, email templates, and reference guides Continuously update onboarding materials to reflect system changes, process updates, and seasonal business requirements Organize and consolidate training materials to ensure consistency across all programs Ensure all training materials are compliant, accurate, and properly documented Adapt training content to different learning styles and experience levels Simplify complex information and communicate it clearly for diverse learners, including those interacting with senior commercial and trade stakeholders Assure the control framework for the activities performed by the team (Addeco) in terms of training and documentation of such controls. Performance Management & Continuous Improvement Collaborate with management to provide daily feedback during training on trainee strengths and areas for improvement Monitor and enforce daily KPIs and SLAs across the Hub, identifying deviations and driving corrective actions in partnership with Team Leaders and Operations Identify performance gaps and design targeted training solutions to address skill or knowledge deficiencies Track training completion and effectiveness and recommend enhancements as needed Partner with internal and/or client training departments to enhance processes and improve day-to-day customer interactions Serve as a Quality and Internal Controls stakeholder, ensuring training programs reflect audit requirements and compliance standards Vendor & Workforce Management (Addeco) - Sanofi Manage the end-to-end relationship with Adecco, Sanofi's staffing vendor, serving as the primary point of contact for all operational matters Lead recruiting coordination with Adecco, including defining staffing needs, reviewing candidate profiles, and supporting the selection process for the open positions. Oversee onboarding of Adecco resources, ensuring all vendor staff complete required training, system access setup, and compliance certifications before going live Validate and monitor the quality of service delivered by Adecco, ensuring alignment with Sanofi's standards, SLAs, and performance expectations Oversee workforce management activities including shift scheduling, agent permissions, and attendance tracking in coordination with Adecco. Coordinate with vendor on payroll processing and personnel administration (Holidays, extra time) Collaborate with the operations team to forecast staffing needs by season, particularly ahead of respiratory season peaks Maintain accurate records of all workforce-related activities and vendor communications Participate in regular governance meetings with Adecco representatives to address issues, review performance metrics, and drive continuous improvement MAIN STAKEHOLDERS & CONTACTS Stakeholder Relationship O2C Hub Head — Bogotá Direct reporting line and strategic alignment Customer Service Team Leaders & Coordinators Day-to-day operational collaboration HR & Learning and Development Teams Training governance and compliance Operations Management Workforce planning and KPI oversight Adecco (Staffing Vendor) Vendor management, recruiting, onboarding, and quality Quality Assurance & Internal Controls Teams Compliance and audit alignment Market Stakeholders Commercial alignment, vaccines business priorities Senior / Trade-Level Leaders Executive engagement, escalation management O2C GPO/GPL & Transition Teams Process standardization and change management About you Experience: Desired robust experience in Order to Cash processes, with strong knowledge of Collections and Customer Service Experience in training delivery and facilitation, preferably in a customer service or O2C environment. Experience in vendor management and/or staffing coordination (Adecco or similar agencies preferred) Familiarity with the Vaccines or Pharmaceutical industry is a strong advantage, particularly respiratory/flu season dynamics Experience working with senior stakeholders and commercial/trade teams Ability to work 40 hours per week across different shifts as negotiated by Management Experience in an international and multicultural environment preferred Soft and technical skills: Strong verbal and written communication skills, including execut