Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com\n\nJob title:\tDirector GBS Operations\nBand:\t\t9\nLocation:\tHeredia, Costa Rica\nReporting to:\tSenior Director GBS\nJob Summary:\nBuild and lead the Costa Rica GBS operations in a variety of strategic and day to day areas including, but not limited to, operations, customer care, workforce management, quality assurance business and information security, as well as training. The Director GBS Operations has primary responsibility for Customer Care, together with developing and directing the management of the senior leadership team to drive customer satisfaction and improved operational efficiency. The Director GBS Operations will also partner with the other Customer Care GBS Directors and leadership teams to ensure there is tight alignment in customer care strategy and tactics with the goal of providing strong and consistent customer experience for Thermo Fisher customers.\n\nResponsibilities:\n•\tHas in-depth understanding of what makes for success in shared services - including how to create the right culture and environment.\n•\tServes as a brand champion and supports the Service Excellence Values.\n•\tContributes to the strategy for Customer Engagement and execution\n•\tPartner with Director of Business Security Enablement to drive cybersecurity initiatives into EMEA and local Budapest site to encourage regional and business alignment with Cybersecurity initiatives\n•\tSupport Corporate Information Security (CIS) team through local partnerships with Universities to attract and retain security professionals to Thermo Fisher\n•\tPartner with Global Security Operations Center (SOC) Senior Manager to mentor local SOC team to promote continuous improvement and provide performance feedback to CIS Leadership\n•\tBuild, recruit, direct, coach, inspire managers, supervisors, team leads and team members to achieve and support the vision and mission.\n•\tLeads and directs employees to ensure balanced goals are achieved (Employee, Customer, Financial, and Regulatory).\n•\tDevelops operating plans, analyzes data and collaborates with the team to understand performance and develop improvement plans to close gaps\n•\tLead for change initiatives throughout Costa Rica with focus on optimizing regional structure and growth initiatives. \n•\tIdentify revenue opportunity and partner with divisional sales leads on growth strategy.\n•\tLeads regional integration initiatives, responsible for building scalable solutions for future growth.\n•\tEstablish and implement performance standards and metrics, together with coaching and developing talent to deliver operational results, business objectives and meet Service Level Agreement (SLA) objectives.\n•\tEvaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness.\n•\tUnderstand key market trends and implement improvement initiatives to build a world-class customer care function.\n•\tAnalyze and recommend cost-effective technology solutions in conjunction with the GBS team\n•\tPlan and communicate changes in processes, policies, practices or procedures in a clear, concise and expedient manner throughout the organization.\n•\tHandle escalations and complex customer situations as needed; ensure that the development of business systems and available technology is utilized to maximum effectiveness.\n•\tBenchmark customer care operations and offerings against competitors and industry leaders. \n•\tEstablishes and maintains key relationships with partners, Support Partners and Vendors, interacting with Management on all service- related activities and matters to capture impact to Customer Care and end customers through business decisions.\n•\tPartner with information technology to deploy systems-related projects.\n•\tCollaborates with others and plays an integral role in the development and implementation of customer contact strategies that drive customer satisfaction and efficiency.\n•\tCreates an environment of continuous improvement through analytics, feedback gathering, idea generation, benchmarking and training \n•\tPromotes and maintains a safe and high quality work environment for employees.\n•\tSupports ad hoc projects as directed to align with business objectives and goals.\nMinimum Qualifications:\n•\tBachelor’s degree required- preferably business related.\n•\tStrong technology and commercial orientation with experience in a shared services environment and broad proven experience in industry leading high volume customer service organizations with senior management experience (leading managers of people).\n•\tProven track record of influencing and coaching senior leadership and executives on key matters.\n•\tFluency of the English language (verbal and written).\n•\tMust be able to travel within region, with some international travel required.\n•\tProven track record of leading and developing leaders in a Customer Care environment.\n•\tExperience developing and implementing customer contact strategies across multiple contact channels (human, technical and digital).\n•\tProven track record of meeting balanced business objectives, employee and customer and financial.\n•\tExperience leading virtual teams.\n•\tAbility to plan work and work with a high degree of autonomy.\n•\tExperience of collaborative and building relationships with support partners.\n•\tExperience of managing budgets.\n•\tExperience leading large scale operational changes.\n•\tExperience developing and delivering presentations to key stakeholders and key leaders.\n•\tExperience researching and implementing best practices.\n•\tExperience developing and executing business continuity and emergency plans.\n\n\nThermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.