Summary:

The primary function of this role is to serve as a deputy for the Associate Manager of the kit operations team and provide leadership across the daily customer service delivery function of the department. Supervisors will be expected to lead by example and assist in the overall leadership of the team. This will include supervisory responsibility for up to 6 employees within the overall team. A key component of this role will also be to lead, coach and develop their direct team as well as importing and exporting best in class talent. Another key element of the role is ensuring the operation meets all regulatory and local continuous improvement requirements. 

The Supervisor will manage and organize the daily workload and tasks, assisting in ensuring that processes are in place and being followed, opportunities are identified for improvement and then actioned upon, and that engagement is part of the day-to-day culture. This could also include supporting the team with specific tasks, reporting activity to the appropriate channels including the team leadership, Customer Service, Asset, Sales, Marketing, Commercial, and the recipients of the finished products shipped. The Supervisor will act as a point of escalation to help in the resolution of issues and training of new inspectors. This role will embrace teamwork and collaboration, quality performance standards, professionalism, and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.  

Associate supervisors will be expected to assist in ensuring a “Best in Class” organization is created and maintained through identifying and assisting in the implementation of solutions to further develop, maintain and improve customer satisfaction, quality, cost reduction and optimized inventory.  

What you will do:

• Where needed, perform all Coordinator activities. (Please refer to key activities and responsibilities of Coordinator position)

• Direct supervisory responsibility for up to 6 employees  

• Support the upper management team with recruitment of new subordinate team members into the department 

• May be required to maintain supplies of departmental consumables. This may include use or management of a Kanban system (lean methodology). May also support upper management with processing purchase orders in Enterprise Resource Program (or equivalent), monitoring stock and demand of disposable products (washing and packaging material) for operational areas. 

• Responsible for QMS documentation and QMS documentation re-alignment. This would also include driving any change management that stems from QMS re-alignments (training/ re-training). 

• Coordinate implementation of local process improvements including Just-do-It actions, Lean 6S, enhancements or local rollouts of South Africa/EEMEA process changes.  

• Coordinate all activities to ensure Regulatory Affairs Quality Assurance and Financial Reporting standards/ regulations are applied and followed. Includes quality risk assessment and mitigation actions. This may involve delegation of tasks to other team members.  

• Follow up and solve open tasks and cases assigned to the team through the Customer Relationship Management (CRM) system. Manage the closure of CRM tasks and cases; follow up with the other departments to provide feedback on the root causes of the customer complaints, if needed. Provide accurate, valid and complete information by using the right methods/tools. 

• Support the daily Managed Daily Improvements (MDI) process and daily/ weekly metric reviews (productivity, quality, etc.) for the department. 

• Communicate the daily operational plan needed to achieve best-in-class customer service to the team and other stakeholders. Highlight operational risks to stakeholders (including upper management) on a daily basis for follow-up/ risk mitigation. 

What you need:

Preferred:

Competencies & Behaviors  

This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined.  

Ability to communicate and collaborate with multiple stakeholders across the business in a highly effective manner. Ability to work both independently and as part of a team on assignments. They must have the ability to work on their own initiative, prioritizing and organizing workloads. The role is a time-sensitive and fast paced customer focused operation which requires strong ability to manage competing priorities. Problem solving skills are also vital to this role.  Good time keeping and adherence to break allowance.   

The job works within well-defined procedures that may involve a variety of work routines. Flexibility in shift patterns may be required if needed.  

This role requires demonstrated leadership and communication capabilities in line with Stryker Leadership expectations 

• Customer oriented- Strong customer focus 

•Engagement- Drive self-engagement and other’s team members’ engagement 

• Delegator- Delegate tasks to other members of the team and ensure on time completion 

• Stakeholder Management- Manage expectations of multiple stakeholders 

• Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives and escalates appropriately. 

• Relationship Builder/ collaborator – Builds and maintains relationships within the team and across the wider organisation. 

• Excellent communication skills.  

• Proactive - Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately. 

• Strong internal drive and motivation to make a difference and add value to an organisation. 

• Attention to Detail - being careful about detail and thorough in completing work tasks. 

• Dependability - being reliable, responsible, dependable, and fulfilling obligations. 

• Independence - developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. 

• Initiative - a willingness to take on responsibilities and challenges. 

• Innovation - creativity and alternative thinking to develop new ideas for and answers to work-related problems. 

• Integrity - being honest and ethical. Promote and disseminate Compliance Culture within the Company (compliance and ethical behavior) 

Demonstrates Stryker Leadership expectations of a Leader of People.