Medtronic SENIOR MANAGER CUSTOMER CARE OPERATIONS in Warsaw, Poland

SENIOR MANAGER CUSTOMER CARE OPERATIONS

Location:

Warsaw, Mazowieckie, Poland

Requisition #:

17000CTE

Post Date:

4 days ago

SENIOR CUSTOMER CARE OPERATIONS MANAGER

Place of work: Warsaw

Careers that Change Lives

We make the difference in serving our Customers, as there is a Patient behind everything we do

A Day in the Life

We offer you a position where you will have a chance to improve healthcare for more people by ensuring operational excellence in Warsaw Customer Care Operations SSC through building an efficient collaboration across geographies and an alignment among the different parts of EMEA Customer Care and Supply Chain organization towards common goals making sure strategic and operational objectives are defined and effectively executed.

This functions also needs to leverage process excellence concepts tools in order to streamline processes and make sure the process improvements skills are core competences utilized at all levels of organization. This function will directly support Europe Customer Care Operations Director in centralization effort and in developing the environment that attracts and retain the best professionals. The successful applicant will be leading a cross country and process teams focused on centralized EMEA Order-To-Cash processes.

MAIN JOB DUTIES/RESPONSIBILITIES

  • Responsible for planning and managing Back Office organization in the assigned Customer Care Operations SSC process focused group

  • Support process, organization tools improvements:

    • Ensure best-practices are identified and implemented
    • Ensure standardization across businesses countries of Customer Care Operations processes
    • Initiating process improvement projects (lean sigma)
    • Facilitate further centralization to Customer Care Operations SSC by preparing and taking over processes from the local Customer Care organizations where possible and reasonable
    • Implementing new tools and drives automation internally and in collaboration of the Regional Customer Care Director
  • Manage the operations though creating the best synergies/communication between countries and efficient use of the resources within Warsaw Customer Care Operations SSC process focused group which aims to increase SSC resources flexibility and efficiency

  • Maintain contact and relationship with key stakeholders:

    • Responsible for management of the change internally in Customer Care Operations SSC and with external stakeholders to facilitate smooth implementation of the new SSC set up
  • Meet agreed SLA levels, targeted KPIs and SOX requirements for the respective processes across Europe.

  • Actively support SSC Management in deploying MOS/Problem Solving approach and ensuring the proper execution of the continuous improvements projects in SSC

  • Mentoring/Supporting Manager level to ensure the right managerial competences are being developed

  • Work closely with Team Leaders to establish operational goals and objectives in line with organizational priorities including the liaison role with the country teams

  • Ensure development plans for the Customer Care Operations SSC reps are defined and executed on the team level with focus on the high potentials identified (talent development)

  • Define midterm recruitment needs (6 months window) for SSC process focused group – cooperate with HR to build good pipeline for future hiring; overseeing recruiting hiring

  • Ensure compliance with Quality, Regulatory procedures and standard Medtronic policies. Responsible for taking the action with the respective countries on audit findings when necessary

  • Take the lead on capacity planning for the SSC teams to support the further growth of the SSC and scale up of additional activities

  • Change management

Must Haves

JOB EXPERIENCE

  • Minimum of 5 + years’ work experience in a managerial role preferably in Customer Care and Supply Chain environment within large scale organizations with 400+ employees.

  • Management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams.

KNOWLEDGE/EDUCATION

  • Bachelor Education – preference of Master

  • In-depth business acumen

  • English spoken and written

  • System minded: MS package/CRM /SAP system/ CISCO tools/R/3 and FSCM

  • Analytical, lean, six sigma, problem solving and decision making experience

  • Project management experience

  • Managing a vision

  • Local knowledge of Poland HR regulations and job market trends/customs

  • Cross-cultural resourcefulness

  • Experience in healthcare industry is an asset

SKILLS/COMPETENCIES

  • People and Leadership management skills and ability in create a winning team

  • Demonstrated ability to work in cross functional teams

  • Ability to influence key stakeholders or /and decision makers

  • Excellent communication and interpersonal skills

  • Result oriented

  • Problem-solving skills

  • Process improvement and analytical thinking

  • Strong organization and time management skills

  • Ability to manage multiple priorities and delegate when needed

  • Be able to understand the customer needs is a must (customer focus)

  • Ability to cope with stressful situation

  • Experience of working in multicultural environment is a must

  • Proven ability to close performance gaps

  • Proven ability to multi-task

  • Experience in healthcare industry is an asset

Your Answer

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About Medtronic Warsaw Customer Care Operations Department

In our continuing efforts to fulfill the Medtronic Mission - Alleviating pain, Restoring health, Extending life - we build a Customer Care Operations SSC with the aim of delivering high quality Order to Cash Supply Chain support. Over 400 Customer Care Representatives working in our Warsaw office cooperate closely not only with partners from all Western European countries, but also international locations all over the world.

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.

We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.

Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.