Boston Scientific Customer Care Manager 

Australia, New South Wales, Sydney 

946457841

Joseph William Montgomery
Aislinn Roche

Team Management:

• Responsible for the management and oversight of the ANZ Customer Care team, driving innovation, team performance and employee development.
• Developing first class relationships by partnering with all commercial and functional teams, whilst ensuring a high level of customer satisfaction
• Responsible for promoting a high-performance team culture of continuous improvement, respect, inclusion and diversity. Ensuring all team members contribute to their full potential in pursuit of organizational objectives.

Business Management:

• Adjusts team strategies and initiatives to suit evolving customer requirements and identify opportunities for improvement.
• Plan and implement the future customer care operating model, ensuring effective change management with team members
• Develop, communicate and ensure the maintenance of the customer service policies and procedures as required by the company and the local regulations
• Demonstrates awareness of broad industry trends and their impact on ANZ sales activities.
• Manage resources and volumes to meet agreed SLAs and KPIs
• Manage costs and drive annual cost as percentage of sales improvement each year
• Partnering with sales leaders in the provision of tenders and quotations to help win sustainable business.
• Maintain an effective Outbound Business Continuity Plan (BCP).

Quality & Compliance:

• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
• Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
• Establishes and promotes a work environment that supports the Quality Policy and Quality System.
• Ensures BSC complies with and is abreast of other local regulations and government requirements as they pertain to Customer Care and Delivery.

Generates and champions new ideas, approaches, initiatives, and creates an environment that nurtures and supports innovation. Leverages knowledge and best practices, fresh perspectives, breakthrough ideas, and new paradigms to create value in the market. Encourages new ways of looking at problems, processes, or solutions.

SKILLS AND QUALIFICATIONS

• Experience leading a large customer care team across multiple locations
• Strong success record implementing improvements.
• Coaching experience: leading, motivating others and change management.
• Excellent communicator with the ability to influence and persuade across all levels of the organization as well as with suppliers and exercising a high degree of tact and diplomacy to accomplish objectives.
• Good interpersonal, project management and presentation skills, with the ability to clearly present recommendations and ideas and to summarize complex issues.
• Ability to build, coach and motivate high performance teams, while holding employees accountable for results.
• Ability to work well under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
• Previous experience with ERP / MRP Systems & MS Office Applications and reporting tools such as Tableau is highly regarded.