Training And Workforce Manager Hub 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 executive-level interactions
- Proven ability to facilitate group training and engage diverse learners
- Excellent coaching, feedback, and interpersonal skills
- Ability to simplify complex information and explain it clearly
- Strong organizational and time-management skills, especially during high-volume seasons
- Ability to adapt training content to different learning styles and experience levels
- Demonstrated ability to work independently while thriving in a team environment
- High level of professionalism in all internal and external interactions, including with senior and trade stakeholders
- Proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Hands-on experience with Salesforce, iShift, and HighRadius (or equivalent platforms)
- Experience with CRM/LMS systems preferred
- Ability to create engaging presentations and training materials
- Comfortable with virtual training platforms and tools
- Familiarity with KPI dashboards and SLA tracking tools
- Strong interpersonal communication skills across all organizational levels
- Ability to engage confidently with senior commercial and trade stakeholders
- Team player who collaborates effectively across functions and geographies
- Engaging, direct, and clear communication style
- Attentive to learner needs and receptive to feedback
- Culturally aware and effective in international, multicultural environments
- Education: Bachelor's Degree required (Business Administration, Education, Communications, or related field)
- Languages: Advanced Spanish and English are required; Portuguese is a strong plus
Why choose us?
Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.You’ll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.You’ll be part of a truly diverse cross-cultural team and can have real business impact.Private medical care, life and health insurance, and gender-neutral paid parental leaveColombia is one of Sanofi’s key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation.Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants.
Pursue Progress. Discover Extraordinary.Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together. At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.To apply under the disability condition, it is necessary to have a certificate issued in accordance with the provisions of the Ministry of Health and Social Protection to comply with the obligations established in Law 2466 of 2025 regarding the hiring of people with disabilities. If you require any reasonable accommodation or adjustment during the recruitment process, please inform the Talent Acquisition team. This information will be treated confidentially and will not impact your application.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
#LI-LAT
#LI-Hybrid
Pursue progress, discover extraordinary
Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!