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Petaling Jaya, Selangor, Malaysia
Job reference: R-046483
Posted date: Mar. 13, 2019

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energised and rewarded for their ideas and creativity.

Global Finance Services is at the heart of the Finance function - accountable to the AstraZeneca (AZ) Group for the design and delivery of high quality, simple to operate transactional finance processes that enable our customers to focus on AZ’s strategic priorities.

Our processes cover record to report, purchase to pay and order to cash and we drive AZ’s cash focus through disciplined management of supplier and customer payment terms and practices. GFO provides P2P/T&E process helpdesk services to internal AZ and external end users, including training support to internal AZ users. Plans are in place to extend the scope and internal customer coverage during 2017.

Global Finance Services operates globally through a combination of in-house captive and offshored business process outsourcing (BPO). The BPO element has been provided in partnership with our service provider partner Genpact since 2008.

A new operating model is being established for AZ Finance, which includes the establishment of a new organisation, Global Financial Services (GFS). GFS will provide services for FP&A, Record to Report, Tax and Treasury to customers in Commercial (International and Europe), Science, Operations & Enabling Functions, Tax, Treasury and Group Finance.

GFS services will be delivered from 3 regional service centres in EMEA, Asia Pacific and the Americas, with a small central management team in the UK. Altogether, GFS will have a combined team of approximately 300 roles.

The Customer Lead is responsible for building, maintaining and developing robust relationships with the customers in their allocated portfolio. This role is the key interface with functional leadership teams and will therefore need to build credibility and an in-depth understanding of business priorities and gain early insight into changing needs and requirements to ensure that GFS can adapt and deliver to customer expectations.

As the central point of contact for the business, you will be a visible ambassador for GFS, leading on all service matters, including measurement and performance, service change and service improvement initiatives.

The Customer Lead will co-ordinate, consolidate and deliver monthly Management Information Packs and Planning & Forecasting packs for the functional Leadership Teams, working with relevant Business Analysts and Finance Business Partners.

Commitment to Customer

  • The Customer Lead’s main accountability is to deliver world class customer service whilst adhering to all relevant financial controls and global processes.
  • Monitor performance against SLAs and proactively identify issues and areas for improvement
  • Collection of timely and meaningful feedback on customer satisfaction, reporting on service performance and customer experience, ensuring that actions are taken to address issues and continuously improve results
  • Build strong relationships with functional Leadership Teams, developing a deep understanding of the operating environment, future strategic direction and awareness of potential changes, using this acumen to feed into a quality Monthly Performance Pack. Success in the role will be dependent on maintaining excellent working relationships with the Senior Management Teams of the customer.

Business Partnering - Logistics Team

  • Fully integrated member of the Asia Pacific Logistics team, support the Asia Pacific Leader to drive strategic and tactical direction, contributing across the range of financial and non financial issues
  • Provide insightful analysis, as well as partner with Logistic Team to implement actions to achieve planned performance.
  • You will be responsible for developing and presenting robust business cases, which analyse and evaluate the cost/benefits of projects, using a consistent methodology demonstrating a deep understanding of the AZ business, Pharma industry and the wider commercial environment.
  • Lead RBU and Annual Plan cycles for Logistics Team, Develop budgets ensuring that key issues and sensitivities are clearly communicated to key stakeholders
  • Act as the single point of contact in all financial related matters for the Logistics Team, roll down and align financial deliverables calendar with stakeholders
  • Develop models and insights to test and support business strategy and apply them to generate robust decisions
  • Act as the control checkpoint and lead any cross-functional projects to drive and support simplification and standardization

Process Execution

  • Act as primary point of contact and escalation for all service delivery or people performance issues. Manage issues by ensuring that correct resources are working on a timely resolution and that all stakeholders are informed of status and progress
  • Customer Lead to review all ad hoc requests and changes in business requirements made by their customers. Liaise with Finance Team Leads to prioritise and manage resource in responding to such requests.
  • Co-ordination of Monthly Performance Reporting and standard core components of all Planning and Forecasting presentation packs for key customers. Matrix relationship across IFS teams to gain timely and accurate numbers with high level commentary. This is alongside qualitative, additional commentary gained from the Finance Business Partners.
  • Support the standardisation of performance reporting process and outputs across all Operations sites & Enabling Functions, bringing insight and sharing knowledge and best practice.
  • Facilitate discussions between relevant Global Process Owners, Service Delivery Leads & customer to ensure that impact of proposed standardisation and simplification changes are understood. Provide support to deliver smooth introduction of change into the business, minimising any adverse impact on customer service performance.
  • Perform relevant financial controls (including but not limited to month end review, system sign off)

Integral member of the Customer Leads Group providing meaningful input when assessing, prioritising and implementing activities to deliver the strategy.

Work collaboratively with:

  • Management Teams of customer groups to build confidence in organisation and to establish strong and honest working relationship
  • Finance Business Partners to gain detailed understanding of business priorities, issues and performance drivers.
  • Global Process Owners to understand global process and impact of proposed changes on customer
  • Business Analysts to ensure that SLA being met and that issue resolution is fast and effective

Essential Criteria

  • The role holder will be a qualified finance professional or equivalent with significant post qualification experience
  • Experience of change management and building engagement
  • Cross-boundary experience, including building relationships remotely and cross-culturally
  • Sound understanding of the finance processes in the scope of IFS Global Services
  • Experience of working in a matrix organisation with proven ability in driving accountability across multiple teams

Desired Criteria

  • Experience of working in a customer orientated organisation
  • Knowledge of Pharma Industry
  • Knowledge of manufacturing accounting and reporting
Customer Lead, GFS Operations FP&A

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