Director - India Customer Care and Order Operations

Gurgaon, Haryana
Permanent
Full-time

28 days ago

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.A Day in the LifeCareers That Change LivesWe’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation, join us as Customer Care & Order Operations Leader. We are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As a company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people in our teams. This is the ideal opportunity to join us and be part of our commitment to the health of others. Whatever your specialty or ambition is, you can make a difference at Medtronic – both in the lives of others and in your career.We currently have an excellent opportunity as Customer Service Director India – an exciting and fast-growing healthcare market where we aspire to become a $1B$ business. We are leading innovators in Medical Technologies, relentlessly focused on improving patient outcomes and setting new standards of care by partnering with providers to deliver disruptive solutions, increase global access, and empower patients to take ownership of their healthcare. We provide the environment to shape the Industry and this role will give an opportunity to maintain our leadership position though our innovative solutions.The ideal candidate will Lead strategic direction and operational management for India Customer Care & Order Operations with goal to exceed overall customer service expectations, and fulfil MDT goals for Service, Cost, Quality, Inventory, Revenue, OHS and ID&E. This role manages a cross-functional team across front office customer contact, order mgt, strategic account management. This role is also responsible for Field Inventory, Spine Loaner, Go-direct/Forward Stocking Location activity management, Offer to Cash program management & deployment with focus on transactional and non-clinical customers. Additionally, this role will play a critical role in spearheading the “Made in India” localization initiative due diligence and execution.Responsibilities may include the following and other duties as assigned:Key Responsibilities (individual contributions)Activity nameCustomer Contact Centre MgtOrder ManagementSAM servicesField InventorySpine LoanerSpecialty ServicesOTC DeploymentFSL / Go Direct Activity ManagementLocalization Due Diligence & ExecutionInterfacesCustomer Care COE’s, OU’s, RLM’s, SAM’s, Comm Ops, GSC Plan/Deliver/ Trade, Other Regions & FunctionsKey Responsibilities (shared)

Contribute to channel, Go-direct and Offer To Cash strategy, linking in with global Customer Care & Order Operations strategy within APAC CC & OO leadership team
Business partner sitting on India leadership team, orchestrating end to end offer to cash journey to deliver seamless transactional customer experience
Efficient operational performance and resource deployment
Deploy standards (systems, processes, tools) within India
Deliver on regional and Global Customer Care annual goals & objectives
Attract, develop and retain S&R talent globally

KPIs/targets

Service
Cost
Inventory
Revenue enablement
OHS
IDE
Quality
Safety

Interdependencies & involvement in other processes

Close partnership with commercial organizations (SAM, OU’s) to enable India Revenue targets
Orchestrate end to end customer order fulfilment process working with GSC functions : Demand Planning, Supply Network and DRP Planning, Deliver Operations, Trade Operations
Close partnerships with the Customer Care COE’s on the creation of global standards
GO&SC for supply and visibility of inventory and supply recovery
Quality – ensure all quality processes are followed and adhered to
Finance – ensure financial targets are achieved with compliance to all financial policies
HR- ensure attraction and retention of talent

Must Have: Minimum Requirements

MBA (Operations Management preferred)
15+ years of Supply chain, Customer service experience, 7+ years in leadership roles

Required capabilities

Experience leading large multi country customer service organization
Ability to cultivate an environment focused on customer satisfaction through building productive external and internal relationships
Ability to build strong partnerships across the organization and influence strategy and decision making.
Ability to analyze customer needs through soliciting, evaluating and acting on customer feedback
Ability to navigate a highly matrixed organization
Ability to attract, retain and develop a highly skilled workforce

Physical Job RequirementsThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.Benefits & CompensationMedtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).About MedtronicWe lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.Learn more about our business, mission, and our commitment to diversity

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