Operation Manager, ASEAN CS Laboratory Solutions
About this position
Responsibilities
• Ensure the functional operation and implement the required Service Support Process (Registration, dispatch, spare part logistic, service confirmation, incident management process and others)
• Drive the DX verticalization in ASN including Customer Care Center, service logistic, Business support, CS Partner management and others to fit to the required Service Support Process
• Develop and implement operational strategies to increase operation excellence by analyzing current CS processes, workflows, and performance metrics to identify opportunity for improvement in collaborations with CS DX managers in countries and other stakeholders
• Develop, monitor Service Performance via KPI and dashboard based on the set target and drive CS DX managers to ensure operational performance to meet internal and external customer satisfaction (Service dashboard/ Service KPI)
• Drive the Productivity implementation in country by standardizing the measures, monitoring and supporting countries to meet the target in One Puma Web.
• Improve country service maturity by supporting the CS DX managers to identify and close the gaps. Maintain transparency on Organizational, Process and System maturity by conducting the country maturity assessment
• Define and supervise the escalation process by working with RSC/ HSC/ R&D / SLM / others to improve the resolution rate and other operational KPI.
• Support country to implement the customer complaints management process to improve customer satisfaction
• Organize / perform tests, training, change management initiatives for any process/IT change and projects including P58, PACE and others
• Support CS DX manager to manage SRS process, SRS T&C and leverage SRS infrastructure to customers
• Support the implementation and maintaining of internal and external auditing of CS Quality Management System
• Collaborate with the ASN Transformation lead and report the progress to CS management (AP Transformation Program)
• Productivity: drive profitable growth by delivering CS Productivity with P&L Impact.
• Revenue: drive incremental revenue both from service and method/assay penetrations
• Customer: drive customer success and experience alongside customer services.
• People: develop workforce competencies and engagement.
• Portfolio: smoothly and successfully transition for legacy to the healthiest portfolio.
• Promote the digitalization and use cases in ASN with the self-organizing team.
Requirements
• Bachelor’s degree in business administration, engineering, operation management, or related field.
• Proven experience (5+ years) in customer service operation, process improvement, or operational excellence roles.
• Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Excellent project management skills with the ability to manage multiple projects concurrently and drive results.
• Proficiency in process mapping, root cause analysis, and performance metrics.