Sr. Manager, Customer Operations & Financial Reconciliation

Job Summary

The Senior Manager Customer Operations and Financial Reconciliation sets the strategy for and leads execution of chargeback adjudication revenue protection and financial compliance across CSL Seqiruss commercial contracts overseeing the Contract Membership and Chargebacks teams and owning the accuracy of the Gross-to-Net (GTN) execution layer. As a key partner to Finance this role supports financial close and accrual planning leads resolution of complex disputes with national wholesalers and ensures upstream contract eligibility translates accurately into downstream claims processing keeping the chargeback error rate low and short-pay deductions in check during peak demand. The Senior Manager also looks past individual disputes for the patterns behind them driving the team to fix root causes rather than resolve the same issue account by account and partnering with Finance IT and Membership to close gaps at the source.

What the Customer Operations Team Does

The Customer Operations team protects contract integrity prevents revenue leakage and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single connected unit covering Returns Chargebacks Order Management and Customer Master Data the team:

• Secures Revenue: Validates audits and settles commercial transactions in alignment with commercial and government contracts.

• Advances Customer-Centric Operations: Streamlines processes and leverages systems to remove manual complexity enabling consistent execution and strong cross-functional alignment.

• Drives System Integrity: Optimizes core platforms to support accurate pricing reliable transaction processing and seamless data flow across the organization.

• Shapes the Customer Experience: Interprets complex commercial policies resolves disputes and manages reverse logistics to ensure a consistent and trusted customer journey.

What Youll Do

• Lead GTN Operations: Oversee the Contract Membership and Chargebacks teams setting priorities and holding the group accountable for accuracy timeliness and cross-functional alignment across the GTN execution layer.

• Develop & Lead the Team: Manage performance and growth for a team of senior analysts and leads setting goals giving regular feedback and building succession depth across Membership and Chargebacks.

• Own Financial Integrity & Reconciliation: Ensure accurate adjudication validation and settlement of chargebacks rebates and fees maintaining an industry-aligned chargeback error rate.

• Partner with Finance on Close & Accruals: Validate accruals pipeline balances and reserves during financial close to protect cash flow and keep the numbers accurate.

• Resolve Complex Commercial Disputes: Lead dispute resolution and negotiations with wholesalers GPOs and buying groups to resolve pricing discrepancies and finalize settlements.

• Improve Process & Systems: Lead SAP and Model N enhancements and simplify workflows using data to reduce revenue leakage and cut manual work.

What You Bring

• Experience: 5 years of progressive experience in commercial contract operations chargeback adjudication revenue management or finance within a pharmaceutical or healthcare manufacturing environment.

• Team Leadership: Proven experience managing a team of senior analysts or leads including performance management and development planning with a track record of building collaborative high-performing teams.

• Systems Fluency: Strong working knowledge of Model N and SAP revenue management platforms including how data flows and integrates across systems.

• Financial & Analytical Acumen: Comfortable working through large transactional datasets to trace complex financial errors to their root cause and able to translate operational findings into financial plans Finance can act on.

• Education: Bachelors degree in Finance Business Administration Supply Chain Management or a related field.

Who You Are

• Sees the Big Picture: Understands how upstream customer classifications affect downstream financial liabilities and balance-sheet accuracy.

• Challenges the Status Quo: Questions long-standing assumptions and pushes the team to simplify workflows and adopt better tools.

• A Clear Credible Communicator: Comfortable enforcing compliance standards and negotiating high-value settlements directly with wholesalers and other commercial partners.

• A Cross-Functional Partner: Builds strong working relationships across Finance Sales IT and Supply Chain to align priorities around shared revenue-integrity goals.

• Steady Under Pressure: Keeps operations and data accuracy on track through compressed high-stakes seasonal shipping windows.

#GTA

CSL Seqirus is part ofCSL. As one of the largest influenza vaccine providers in the world CSL Seqirusis a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S. the U.K. and Australia CSL Seqirus utilizes egg cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.

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At CSL Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy we are able to better understand and connect with our patients and donors foster strong relationships with our stakeholders and sustain a diverse workforce that will move our company and industry into the future.

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CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process please visit our On the Front Line video to learn more about CSL Seqirus