Training And Workforce Manager Hub Bogotá

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 mainta