Summary:
The purpose of the role is to lead Order Management Business Process initiatives. The focus of this role is to build capabilities within our customer service department and find leaner improved ways of working and processes, this can as well be achieved through new technologies, automation and standardization. A key component of this role will be to drive our strategy, lead, coach and develop the respective team (possible direct or dotted reporting line) as well as attracting and engaging top talent.
This role will embrace identifying the current situation, building the required capabilities, defining the future state. In addition, it involves technical troubleshooting, teamwork, collaboration, professionalism, and integrity to ensure that results are delivered in accordance with the strategic plans and objectives.
What you will do:
Responsible for supporting the overall strategy and implementation of sustainable order management business processes be executing required work packages
Identifying required capabilities within the Customer Experience organization
Support the Business Process Expert Team and local teams with identifying opportunities and implementing business improvement initiatives
Interact with other Business Process Expert Leaders and local key stakeholder
Drive innovation though automation initiatives
Drive process management/standardization initiatives
Act as first point of contact for the Customer Experience Teams for business process improvements related topics
Analyse and identify opportunities for process improvement implementations
Reviewing current status and align with key stakeholder and end user to define the next steps
Working with possible external suppliers for innovative solutions
Analyse issues, tracing them, identifying and resolving them
Work with stakeholders to create and track the capability building plan for the region
Perform Order end-to-end analysis to highlight bottlenecks
Deliver input for monthly reviews of progress and reporting for executive management
Provides training and support to local team members and colleagues
What you need:
Required:
Bachelor degree or equivalent
Fluency in English
6+ years experience in Customer Service, Operations or other relevant customer facing or relationship management roles
2+ years experience in process management
Strong customer focus with a clear understanding of the wider issues impacting the relevant markets
Demonstrated success in building capabilities and involvement in business transformation
Well versed in Microsoft Office tools including Word, Excel, Access, Power Point, Visio or other flow-charting software and/or Microsoft Project
Excellent interpersonal skills
Expertise ERP and CRM systems and practices knowledge
Experience in Project Management
Preferred:
Project Management qualifications
Process Lean/Excellence/Six Sigma tools, training and/or certification experience
Leading high performing, highly engaged teams within a decentralized, matrix organization
Experience in process standardization across matrix organization
Experience of working and collaborating within a matrix organization
Experience in international environment
Medical device standards and regulatory needs
Leading and managing projects
Experience in implementing sustainable order management business processes
Experience with Business Process Analysis
Project management certification
Lean Belt (minimum yellow)
Basic understanding and working knowledge of EDI and RPA
Experience of working with automating processes through 3rd party suppliers
Experience with continuous / process improvement
Experience in leading business transformation initiatives (process standardization)
Competencies & Behaviors
High level Profile
Breaths process management and efficiency.
Driven to establish the highest Customer satisfaction possible.
Sets Direction
Provides clarity on expectations through exceptional communication skills (both verbal and written).
Makes sounds decisions and selects effective approaches to solving issues.
Demonstrates agility and desire to learn and adjust priorities.
Has a clear understanding of customer- and market needs.
Builds Organizational Capability
Builds and maintains successful relationships with key internal and external stakeholders and customers.
Is innovative and supports new ideas.
Is a change agent and shows flexibility in responding to new or rapidly changing situations.
Inspires Others
A team player who effectively connects, collaborates and fosters an inclusive environment.
Proven ability to build positive relationships and a sense of teamwork collaborative networks internally and externally.
Has high integrity and holds self and others accountable to the highest standards.
Delivers Results
A self-starter who enjoys juggling multiple issues at one time, and has the ability to organize and direct diverse activities in a changing environment, often under time pressure.
Strong results orientation with a track record for delivering and achieving exceptional results.
Travel Percentage: 10%