Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, including all

12 sub-processes within pre-order, order and return process streams for local market 

Manage local / 3PL teams

Align with Manager, Customer Operations, for the transformation plans of Customer Operations (CO)

• Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data
• Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
• Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
• CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes

Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement

Consignment Process

• Maintain End to End tracking of Consignment Approvals
• Close monitoring of Consignment accounts (Physical Audit / Approvals / Validity)
• Timely Franking for Consignment agreements to comply with Legal guidelines
• Monitor Ageing / Consignment MOH / Expiry & Near Expiry Pull back

OTI Activities

• End to End Activities handling in OTI (Order to Invoice) stream
• E- Invoicing (IRN & TCS) activities support
• Generation of pending billing documents
• Support on Cancellation of documents as required
• Monitor Open Returns / Exchanges / Damage & Expiry transactions
• Follow-up with 3PL on Open CN Documents
• Monitor Delivery Blocks
• Maintain Shippoint data
• Demo Equipment Tagging
• 3PL KPI Reviews

EFA PROCESS / SALES AND BUSINESS SUPPORT
 Embed compliance and controls for current and future EFAs and Contracts.
 Validate and approve the filled agreements in line with BPA approval
 Contract creation in IRIS for equipment order execution. (Ensure completeness of documentation)
 Manage customer database on Agreements to ensure all documentation is updated and relevant at all times
 Retention of agreements (EFA, RC & Primera)
Primera & Rate Contract PROCESS / SALES AND BUSINESS SUPPORT
 Ensure on receipt of Primera & RC. Update and share with BPA for further process
 Manage Primera & RC Agreements to ensure all documentation is updated and relevant at all times

Financial Compliance

• Agreement templates are as per Legal Guidelines and ensure any changes to be process with required approvals
• Align finance processes throughout internal customers and ensure compliance with local requirements.
• Support Finance Team for all audits.

Risk awareness

• Raise awareness of key risks and risk response in the organization.
• Coach and strengthen internal control skills within the organization.

Standard Operating Procedures and policies

• Ensure best practice internal control standards (Policies, SOPs, MALs) are in place for Alcon India.
• Contribute to the harmonization of the processes/controls throughout Alcon India.
• Support sales team queries on timely basis
• Ad hoc reporting as requested and adherence to all company quality system procedures.

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