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Operations Manager (Business Support Manager) Job

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Date: Mar 30, 2019

Location: Hemel Hempstead, HRT, GB, 0

Company: Boston Scientific

Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.


About the role

As part of Boston Scientific’s relentless drive to better support our customers around the world, this newly-created role, known internally as ‘Business Support Manager’, will lead a team of 15 customer-centric team of assistants across the UK and Ireland. The BSM role is of vital strategic importance to the continued growth of BSC; and will be a member of the Country Leadership Team.

The Business Support Team will provide support to the sales and marketing organisation in achieving the goals and objectives of our 7 individual business divisions, focusing on achieving operational excellence, customer satisfaction and business growth through planning, people management and continuous improvement.

The Business Support Manager’s responsibilities will include:

  • Achieving customer satisfaction and business growth through focus on business planning, resource allocation and people management.
  • Establishing SLA’s, delivering to the business needs and managing business expectations
  • Working with confidential company data and collaborate with a variety of internal stakeholders and external customers.
  • Delivering high levels of services to support the business and working with the business to identify improvement opportunities.
  • Managing ad-hoc requests, special projects and/or new services as required.
  • Collaborating and seeking alignment and consistency of service delivery with Business Support Leaders in other countries/clusters.
  • Collaborating with the Business Support Lead – Central to manage, maintain and clearly identify the key activities and responsibilities of each group and best practice sharing.
  • Building and maintaining relationships throughout the organisation.
  • Measuring customer satisfaction and identifying improvement opportunities by working with the team and the internal and external customer.
  • Implementing, executing, maintaining and measuring the identified improvements to sustain a high level of services.
  • Be the ‘go-to person’ for the team and the applicable division/cluster in case escalation is required to keep the high level of services.
  • Ensuring team members are properly trained and developed to ensure high level of service delivery.
  • Ensuring procedures and processes are documented as required.
  • Ensuring team members consistently follow proper control procedures.
  • Ensuring consistency in use of appropriate system(s) so that all reporting requirements and regulations are met.
  • Consistently seeking ways to make the team more efficient- leading and/or actively participating in both system and process improvements.
  • Be part of the Country Leadership Team and participate in the Country Leadership Team meetings


Skills and experience required

  • Extensive business experience in a HR, shared service or customer service environment
  • Bachelors’ degree preferred, Masters’ degree desirable
  • Excellent with MS Tools (PowerPoint, Excel, MS Word)
  • Strong interpersonal and communication skills – ability to quickly develop positive professional relationships and partner collaboratively with personnel and stakeholders across all levels of the organization
  • Proven leadership and people management skills; experience in and ability to create, develop and manage a highly service-oriented team who strive for high level of business services.
  • Influencing skills – ability to sell ideas and influence change
  • Commercial awareness & business acumen
  • Fluent in English language
  • Project management knowledge; experienced in project structuring, change management processes, stakeholder management and communication in relation to project
  • Strong analytical skills & problem-solving skills; you are experienced in identifying areas of improvement, creating, manage and analyse dashboards, KPI’s, metrics and implement a culture of continuous improvement.
  • Ability to cope with multiple demands and manage stakeholders across international boundaries;
  • Occasional, limited travel to other BSC sites may be required


About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.




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