Careers That Change Lives
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Responsible for driving Customer Care & Order Operations programs and solutions across APAC region with the objective to improve customer and employee experience, and drive efficiencies through optimization of process, technology, operating model and organization. Key pillars of accountability:
• Simplification: Identification of opportunities to improve employee and customer experience through simplification, standardization and improvement of core customer care & order operations processes.
• Automation and digitization: Implement tools and technology to transform manual processes to drive higher levels of efficiency. Identify opportunities to digitize processes and make step change in process automation.
• Operating Models: Develop and deploy differentiated service and operating models, including assessment of centralization opportunities to leverage scale and efficiency opportunities.
A Day In The Life
The role is expected to provide strong leadership in a matrix environment. This role will also further develop transformation and change management capabilities to enable to the Customer Care & Order Operations organization to deliver on outcomes successfully. A key element will be to drive Customer Care process improvements via automation & digitization and governance by using lean methodology of continuous improvement, project management tools, MOS principles, and lean Sigma.
Primary Responsibilities
• Responsible to simplify processes, systems and policies within Customer Care & Order Operations. Whenever possible, builds business cases with ROI’s and tracks benefits.
• Plans, performs and implements process improvement initiatives. Diagrams and evaluates existing processes. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls
• Organizes, leads and facilitates cross-functional project teams having an impact on Customer Care and Order Operations processes.
• Facilitates a culture of business collaboration through the matrix for departments having impact on Customer Care & Order Operations, making sure members are aware of their role and impact on their role and impact in the End-to-End Customer Care process. Ensures alignment and collaboration with other value streams to ensure Customer Care optimizations are achieved. Makes sure new ideas are accessed, developed and adopted.
• Identifies, in conjunction with leadership, direction and approach of CC&OO Service Excellence strategy, including identification of new opportunities to drive value including cost and benefit analyses
• ‘Hands-on’ delivery of key projects within CC&OO Service Excellence strategy
• Work closely with functional leaders to understand how work is done and evaluate need for change to existing models to meet business objectives at the lowest possible cost and required level of quality and service
• Regularly evaluates progress and success with program team members. Communicates status update and progress to the key-stakeholders.
• Identifies and works to remove barriers that slow or prevent the successful completion of projects assigned to. Enlists leadership actively and as needed to assist with barriers.
• Develop strong program and project delivery methods to ensure the program runs on track and there is clear visibility of status and outcomes to leadership
• Communicate and manage engagement with internal and external project stakeholders with regular cadence through a variety of mediums, including presentations, email and stretches on program status and performance. Ensures that stakeholders have up-to-date information needed in a timely manner.
Must Haves
• A Degree is required for this role
• 10+ years experience in Customer Care and / or Supply Chain domain within multinational, matrix environment, preferred 5 years experience in medical device
• Fluent in English
• Based in Singapore with up to 20% travel
Nice to Have:
• Preferred Lean Sigma Black Belt qualified
• Preferred degree in engineering
• Works independently to implement strategic goals and establish operational plans for job area. Assignments are often self-initiated. Determines and pursues courses of action necessary to obtain desired results
• Excellent interpersonal, listening and communication skills. Able to communicate with ease at different levels of hierarchy & cross functional teams. Effective stakeholder management based on ability to work with organizational decision makers (internal/external) and excellent presentation skills
• Can deliver a customer focused service to internal and external customers
• Strategic and critical thinking and shape capabilities and ‘drive a program home’ with strong execution and results focus
• Other Key words representing critical skills and behavior:
o Assertive, confident, yet flexible; resilient and persistent
o High energy, enthusiastic, self-motivated and positive
o Proactive, efficient with a ‘can do’ attitude; Hands on approach when required.
