You will be leading operations for Medtronic’s APAC COE Customer Care and Shared Services from our Manila, Philippines Centre. The Customer Care team currently provides services to 20+ countries and markets in APAC. This team ensures end to end accountability of receiving orders from customers till order fulfillment, after sales service and beyond.

Customer Care COE Responsibilities

• Responsible & Accountable for building overall Customer Care & Shared Services Strategy, goals and objectives of the team.
• Designs, defines, executes and delivers service levels and KPI agreements.
• Drives decisions and direction on resources and capacity, service transition and optimization.
• Builds and provides strategic direction on Continuous Improvement, Services and transformational programs (automation, service/operating model, process improvement)
• Responsible and accountable for individual and team performance management, hiring & firing.
• Manages/accountable for Budget or Annual Operating Plan.
• Works and partners with Global Training & Quality, Workforce Management, Program Management, Quality and Compliance teams.
• Drives and owns organizational Health (OHS) performance.
• Ensures smooth delivery of operations, manages and minimizes customer escalations.
• Manage relationships with customers and internal Medtronic senior management and ensure customer satisfaction.
• Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making.
• Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery.
• Drive Innovation and transformation initiatives with a focus on business outcomes/goals and to make operations more efficient.
• Sponsors and establish Career development Programs for the SSC team members, team leaders and managers, including performance management, feedback, and training.
• Ensure adequate guidance & training of Medtronic staff to ensure process objectives & Customer requirements are met.
• Showcase futuristic and strategic thought leadership.

Manila Shared Services Responsibilities

• Provides direction and decision on localized Medtronic Policies. local government mandate, Employee Relations Cases, Employee benefits and compliance.
• Point of Contact for Global Service exploration and transition, supports business case creation.
• Responsible for Site-wide Business Continuity Strategy including Crisis Management, Hybrid Work Model governance and direction on all Shared Services function.
• Site-wide Employee Engagement programs.
• Authorized signatory and approver for Local vendor contracts and other SSC intercompany agreement.
• Provides overall guidance on budget monitoring, financial management. expense control of shared cost and facility/seat optimization for all SSC teams.
• Owns decision on Benefit changes and socialization with cross functional and shared services teams.
• Supports and participates in hiring and firing of managers.
• Leads and approves site-wide communications strategy.

• Experience in working in a fast paced and tight timeline environment.
• Experience of working in OPERATIONS.
• Understands Customer Care and Order Management process.
• Excellent networking and presentation skills
• Excellent analytical and execution skills
• Very good command on MS-Office (Word, Excel, Powerpoint, etc)
• Collaborative management and working style.
• Effective Communication skills
• Should possess high degree of versatility, good interpersonal skills, and excellent time management skills .
• Comfortable with inter country travel and ability to work across time zones within APAC.
• Should be presentable & confident.
• The candidate should be ‘hands-on’ person with a positive attitude.
• Qualifications: Degree in any discipline
• Years of Experience: Minimum of 15 years of experience both on BPO and Captive Sites

What are we looking for?

• Ability to establish strong client relationships.
• Ability to manage multiple stakeholders.
• Strong Collaboration and interpersonal skills
• Thought leadership.