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 general 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 managementand/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 **** of **** 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.
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📌 Training And Workforce Manager Hub Bogotá
🏢 Sanofi Group
📍 Bogotá