Associate Specialist, Meeting Services Support (Mandarin Speaker)

Job Description

Our company's Business Service Centers (BSCs) are located across three regions (Americas, Europe, and Asia) and are responsible for the timely and efficient delivery of standardized, global financial processes. The BSCs will be responsible for the execution and delivery of a broad range of financial services and processes across our company's business divisions and markets.

The Meeting Services Support Assoc. Specialist is responsible for supporting the global meeting and congress process, including meeting compliance reviews, payments, reconciliations, and user support activities. The role serves as a key point of contact for user inquiries, service requests, and issue resolution through the ServiceNow ticketing system, ensuring timely and professional support in accordance with established Service Level Agreements (SLAs). The Meeting Services Support Assoc. Specialist performs controls in line with all company policies and guidelines related to meetings and congresses while delivering a high standard of customer service.

Primary Responsibilities

• Support operational execution for global meetings and congress financial processes, from agreements preparation and compliance review to payment to reconciliation, in given scope of countries.
• Prepare agreements for Healthcare Professionals (HCPs) and Healthcare Organizations (HCOs) prior to the event based on available templates.
• Ensure payments, reconciliation files, and journal entries are processed accurately and in a timely manner in accordance with company financial policies and procedures, when required.
• Work closely with Travel, Meetings, Card & Fleet (TMC&F) Regional Leads and Process Excellence, local business stakeholders, finance partners, and other internal stakeholders to support the global meetings and congress financial process.
• Collaborate with the Meeting Planning Agency (MPA) to facilitate payments for congresses and meetings.
• Maintain and continuously update process documentation (Standard Operating Procedures) and ensure compliance with relevant global meetings and congress policies.
• Handle user inquiries, service requests, and issue resolution through the ServiceNow ticketing system, ensuring timely responses and resolution within established Service Level Agreements (SLAs).
• Provide professional and customer-focused support to users via ServiceNow, email, and telephone, including answering inbound calls when required, addressing inquiries, troubleshooting issues, and providing clear guidance and updates.
• Maintain accurate ticket documentation, monitor and follow up on open cases, and collaborate with cross-functional teams to drive effective and timely issue resolution.
• Strong verbal and written communication skills in Chinese (Mandarin) are required to effectively support and communicate with Chinese-speaking users.
• Champion new procedures and re-engineer processes to support and drive continuous improvement and ensure processes meet business objectives as efficiently as possible; stabilize new incoming scope of work during Hypercare period.
• Demonstrate professionalism, meticulousness and a high level of accuracy when interacting with colleagues, internal customers, suppliers, and external stakeholders.
• Perform other duties and responsibilities that are within the scope, spirit or purpose of the role or as reasonably assigned.

Qualifications

Education:

• Bachelor’s Degree in Business Administration, Science, Economy, Accounting, Finance, or any other related disciplines.

Skills Required:

• Minimum of 1-2 years of work experience in basic accounting or P2P/O2C/R2R

• Intermediate MS Excel skills (Excel, Power Apps, Power BI, PowerPoint, SharePoint)

• Language requirements: Able to speak, read & write in English and Mandarin
• Other language e.g., Japanese etc. will be added advantages.

• Added advantage with skills: Lean Six Sigma, Marco, Power BI, Automation UI path.

• Strongly detail oriented & Process improvement orientation

• Good understanding and practical knowledge of processes in Finance, internal controls, compliance as well as financial business processes.

• Ability to work independently and collaboratively within a geographically disbursed team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness.

• Strong communication, interpersonal, and organization skills required.

• Positive and proactive attitude, can-do mindset with problem solving and analytical skills.

Preferred:

• Experience with SAP (Concur, Shopping/Purchase Order, and Payment Portal Requests), Ariba, Service Now, CVENT, Veeva Salesforce
• Ability to navigate through change or uncertainty.

• Results oriented, sense of urgency, knows how to prioritize, ability to communicate and to create rapport with stakeholders, effective communication.

• Have a broad knowledge and understanding of most meeting types, be familiar with congresses/conventions, travel, and payments and be up to date on internal procedures, guidelines and policies within our company.

• Experience in a global environment setup

Required Skills:

Preferred Skills:

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Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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Relocation:

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