Sr Specialist, Customer Care(KREN)

Boston Scientific, Liaoning, China
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Sr Specialist, Customer Care(KREN)

Work mode:  Onsite

Onsite Location(s): 

Dalian, CN

Additional Locations:  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Key Responsibilities

Daily Operation management:

•Ensure effective management of volume processed within established timeline, and quality standards (service levels and KPIs).

•Ensure availability of required system access and hardware to team members.

•Ensure availability of MIS and Reporting templates, regular updating and Reporting of performance.

•Analyze and evaluate instances which lead to misses in expected outcomes and provide effective RCA and CAPA to prevent future repeat.

•Ensure audit and compliance requirements are always met consistently along with adherence to all the controls in the process.

•Monitor and ensure compliance with company policies and procedures (e.g.federal/country and regulatory requirements).

Team management：

•Manage a team as necessary.

•Ensure complete training for team members.

•Manage capacity planning, leave planning, people performance and corrective actions, training needs, career pathing and regular feedback using available tools.

•Guide, coach, direct, and develop direct reports.

•Identify potential attrition, effective attrition management and back-up planning to ensure continuous service delivery.

•Work with Reporting Manager and L&D to identify training needs and execute training plans for team members.

•Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; Has a broad understanding of industry trends and their impact on local/regional sales activities.

Project Management / VI management:

•Drive a culture of value improvement among team members and lead execution of value improvements; able to manage such projects independently.

•Coordinator for system/project implementation for CC Service Line. Ensure controls, DTP, service delivery model, KPI set up correctly before service go -live.

•Work with RPP/GPS and VI Champions to streamline workflow, enhance operation efficiency and effectiveness through continuous innovation and business process excellence activities within the scope of services delivered that result in cost savings and increased service value.

Relationship/Stakeholder Management:

•Pro-active, clear and concise communication with stakeholders to coordinate smooth delivery of services.

•Participate in service delivery reviews internally and with stakeholders.

 

Skill Required:

•Hands-on experience of managing projects (end-to-end) independently, or with support.

•Functional knowledge of Supply Chain management & processes.

•Technical skills: ERP experience (SAP preferred).

•Knowledge and experience of any Project/Program Management methodology is desirable.

•Excellent hands-on experience in MS Applications – MS Excel, MS PowerPoint, Project etc.

•Language: Fluent in Korean. Workable in English.

 

Basic Qualifications

•Bachelor's degree required. Masters preferred (B.COM / BBA / M.COM),MBA.

•8-10 years of Shared Services/Global Business Services experience in managing Supply Chain management operations. Service Delivery management, operational metrics and scorecards, and experience within a progressive global shared service operating model. >2 years of team management experience.

•Superior problem-solving skills, communication and team/interpersonal skills. Outstanding ability to diagnose problems which could be related to process, technology, strategy or people and put in place actions/measures.

•PC literacy: ability to quickly learn and productively use new software applications.

•IT technical skills: must understand the underlying technical aspects of technology /system / applications.

•International experience – Self-awareness of communication styles and cultural / global differences.

 

Requisition ID: 623092

 

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.

Job Segment: Supply Chain Manager, Supply Chain, CAPA, ERP, Operations, Customer Service, Management, Technology

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