Co Head, Anz

2 months ago

Macquarie Park, Australia Alcon Full time

The Head of Customer Operation ANZ will lead Customer Operations (CO) regionally and transform CO into intelligent E2E service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head of APAC Customer Operations and in line with the overall CO International vision and strategy.

Major Accountabilities

Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, including all 12 sub-processes within pre-order, order and return process streams for the cluster markets in the ANZ Cluster
- Manage the CO team and the operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally and within the cluster region.
- Drive operational efficiencies and continuous improvement by redesigning organizational structures and processes (including virtual and physical centralization opportunities).
- Develop a culture in line with International Operations Vision to make every customer touch point brilliant.
- Align within the region and with the Head of APAC Customer Operations on the transformation plans of the function into intelligent E2E service centers and to become a more customer centric organization and execute against those plans.
- Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon.
- Have high positive impact on both internal and external associates, stakeholders and customers.
- Execution of CO strategy, organizational design of teams and processes within market / cluster with following scope:

- Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data.
- Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back
- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling.
- Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance.
- CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes.
- Non-CO tasks, until handed over to respective functions, e.g. fitting advise for contact lenses to support fitting process of ophthalmologists and opticians or Vigilance Management for Vision Care (in cooperation with Medical Safety).
- Own all CO processes on country / cluster level and build and foster trusting relationships between the CO functions and other local functions like: Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs.
- Ensure effective communications towards key stakeholders, both internal and external.
- Support the implementation of changes through coordination of activities within the ANZ and with the AGS shared service centres in Kuala Lumpur and Bangalore.
- Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers.
- Set and measure KPI’s in line with the international, regional and ANZ targets and secures that necessary corrective actions are taken, if needed.
- Permanently assess and adapt relevant processes and organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives.
- Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in
- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams as applicable (including Franchises/Business Units, Finance, AGS, Commercial Excellence, etc.).
- Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOP’s and in line with the company requirements.
- Manage cost centre in most effective manner without compromising service levels.
- Optimizes resources within the multifunctional teams to support achievement of functional, regional/local & company targets.
- Member of APAC Customer Operations Leadership Team.

Job Requirements (required education experience level, and competency profile)
- Education: University or comparable business degree.
- Languages: Fluently read, write, understand and communicate in English
- Experience:

- Extensive 5-7 years proven leadership experience with strong business a

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