At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

Job Purpose

The Role will lead Customer Operations (CO) team within the country in close collaboration with the Head of Region Customer Operations and in line with the overall CO International vision and strategy.

The main focus is on:

• Enhancing the customer touchpoints and -experience,
• Driving automation and enabling digital solutions,
• Driving process optimization & supporting continuous improvement,
• Delivering and safeguarding the day-to-day operations, and driving towards efficient operational activities resulting in improvements in the cost-to-serve,
• Attracting, engaging and retaining talent, and developing the Country CO team & service culture.

Major Accountabilities

Scope is the Customer Operations (CO) function for all business franchises, including all relevant 12 Quote-to-Cash (QTC) sub-processes within pre-order, order and return process streams for the Country.

• Manage the CO team and the operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally and within the Country.
• Drive operational efficiencies and continuous improvement by implementing new and redesigned organizational structures and processes (including virtual and physical centralization opportunities).
• Develop a culture in line with International Customer Operations Vision to make every customer touchpoint brilliant.
• Align within the region and with the Head of Region Customer Operations on the transformation plans of the function to become a more customer centric organization and execute against those plans.
• Execution of CO strategy, organizational design of teams and processes within market / Country with some or all of the following scope:         
  • Pre-order stream: preparation support for tenders, administration of quotes and contracts, creation and maintenance of customer-, price-, and material master data administration.
  • Order & delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, manage back- orders, iDoc management, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling (if relevant) either directly or through an external service provider (ESP).
  • Customer invoicing, invoice provisioning and shipping method identification.
  • Return / credit note stream: return material authorization, carrier and distribution center coordination, credit notes issuance.
• Own all CO processes at the Country-level and build and foster trusting relationships between the CO functions and other local functions like: business franchises, Supply Chain, Finance, Quality and other relevant functions to ensure smooth transactions in line with Franchise needs.
• Ensure effective communications towards key stakeholders, both internal and external.
• Support the ongoing daily activities and implementation of changes through coordination of activities within the Country and with the Alcon Global Service (AGS) shared service centre through a One Team approach.
• Ensure consistently high service levels measured by key internal and external performance measures (KPIs) for both Alcon delivered services and ESP’s.

• Set and measure KPI’s in line with the international, regional and Country targets and secure that necessary corrective- and preventative actions are taken, if needed.
• Permanently assess and supports the adjustment of relevant processes and organizational structures for CO processes to increase customer satisfaction, this includes supporting optimization, automation and centralization initiatives.

• Drive collaboration and cooperation to deliver against aligned KPI’s for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams as applicable (including Franchises/Business Units, Finance, AGS, Commercial Excellence, etc.).
• Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOP’s and in line with both the company and Country requirements.

• Manage Country CO cost centres in most effective manner without compromising service levels.
• Optimizes resources within the multifunctional teams to support achievement of CO, regional/local & company targets.
• Member of Region Customer Operations Leadership Team.

Job Requirements (required education experience level, and competency profile)

• Education: University / Bachelor or comparable business degree.
• Languages: Fluently read, write, understand and communicate in both Chinese and English, other languages are a plus.
• Experience:
  • At least 5-10 years leadership experience with strong business acumen and functional expertise in QTC, Order-to-Invoice (OTI) and/or Customer Service and preferably some Supply Chain Management experience.
  • Proven management & strong leadership skills within a matrix organization.
  • Experience in change management and project management, understanding of end-to-end processes and ability to drive process improvements.
  • Experience in working in an international environment with multiple countries and cultural backgrounds.
  • Extensive experience managing deadlines/prioritizing workload with key stakeholders.

Competency & Technical Skills

• Tactical and operational leadership, decision making and entrepreneurial drive.
• Excellent technical skills, innovation, courage and result focus as key values.
• Creative thinker and challenger of status quo.
• Strong customer focus, -mindset to drive for results across franchises and across functional projects and for building collaborative working relationships.
• Strong communicator who shares information effectively with management, key stakeholders and business process experts.
• Driving process improvements within QTC and/or OTI, other functions and franchises / business units.
• Competencies to attract and recruit talent, motivate teams, delegate effectively, and manage performance.
• Ability to assess risks, prioritize items in stretched timelines and influence prompt action.
• Financial-, cost analysis skills and technically-savvy.

How You Can Thrive at Alcon:

• Opportunity to work with a global medical device company.

• Collaborate with a diverse and talented team in a supportive work environment.

• Competitive compensation package and comprehensive benefits.

• Continuous learning and development opportunities.

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