Customer Service Leader, Aka Services

4 days ago

Adelaide CBD, Australia GE Healthcare Full time

**Job Description Summary**: Customer Service Leader, ASEAN, Korea and ANZ (AKA) is responsible for ensuring efficient turnaround and customer experience for GE HealthCare customers, by working closely with all 7 zones in the region in strategic planning of all field activities to drive end to end service delivery and customer satisfaction. This role will also lead the regional service contracts management team and invoicing team to support achievement of revenue and cash targets.

Reporting directly to the Regional Director of Service Operations and Customer Experience for AKA, the role also requires cross functional operations management in conjunction with Technical operations, Logistics, Business and Commercial operations for the ASEAN, Korea and ANZ Zones.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

**Key **responsibilities/essential** functions include**:

- Day to Day performance management of the Vendor/Partner sites including but not limited to Service level agreements, Service planning, Service Delivery, Budgeting and Cost management.
- Complete ownership of customer service metrics for areas of focus and KPIs.
- Managing and coordinating with relevant vendors and channel partners to ensure smooth functioning of the operations along with a focus on driving continued productivity and efficiency by implementing Lean practices, driving consistent performance to meet changing business requirements
- Driving key projects and process improvements in partnership with other relevant team members, vendors and Channel partners and ensuring a seamless transition to the core team post project deployment and actively contributing to service improvement projects across the region.
- Design and implement the Customer Experience strategy and lead the squads towards exceptional CSAT and NPS targets.
- Continuous review of processes and systems to evolve and develop operational frameworks to provide transparency, alignment, and guidance for customer-centric services.
- Maximizing revenue generation to reach long and short-term financial projects and effective management of cost centers and other financial aspects of the business function.
- Building relationships with key customers and country stakeholders for direct feedback on customer service standards and improvement opportunities.
- Service contract negotiations with external providers and vendors.
- Selecting, training, developing, and managing performance of vendors, channel partners and their associates; including service planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Providing leadership and guidance to ensure consistent administration of company policies and standards; defining and implementing any corrective actions needed to meet operational performance.
- Creating a positive work environment at vendor sites through employee engagement, resolving employee/vendor relation issues in a professional and timely manner and maximizing relationships with vendor partners.

**Required Qualifications**
- Bachelor’s degree in Engineering or operations or equivalent
- At least 8 years of operational experience, customer service center, or customer relationship management experience
- Ability to develop and execute multiple priorities and approaches to meet objectives
- Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
- Exceptional interpersonal skills and experience to lead a team that is accountable for operational commitments
- Proven ability to effectively communicate across a distributed workforce

**Desired Characteristics**
- Strong leadership, operational and financial skills.
- Highly organized, able to effectively work in a dynamic an changing environment
- Demonstrated communication & organizational skills.
- Strong interpersonal and negotiation skills.

**Inclusion and Diversity**

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with glo

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