Customer Care Manager

Hiring Manager: Joseph William Montgomery
Recruiter: Aislinn Roche

ABOUT THE ROLE

The Customer Care Manager is responsible for the end-to-end management of the ANZ Customer Service Team and customer experience. As well as being a champion of continuous innovation to meet the ever evolving needs of the function, business, customers and patients.

WHAT WILL YOU BE RESPONSIBLE FOR?

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. 

KEY COMPETENCIES REQUIRED FOR SUCCESS

Customer Focus:  
Designs and delivers strategics and improvements that place customers at the centre of business decisions. Identify current and future customer needs and ensure effective delivery of high quality and value-added solutions and services that meet or exceed customer expectations.

People Development:
Creates a comprehensive and robust talent management plan including coaching for enhancement and improvement, talent pools, and bench strength within the organization within the Inbound teams. Ensures that employees receive ongoing feedback, mentoring, training, and development opportunities. Holds self and others accountable for making continuous progress against their development objectives. Fosters an inclusive culture of empowerment. 

Relationship Building:
Establishes and maintains strong relationships internally and externally. Relates well to management, colleagues, peers, and direct reports.  Champions a caring culture of respect, diversity and inclusion that values the unique talents, ideas and experiences of all employees.  Earns the respect of others through effective interpersonal skills, integrity, compassion, and authenticity.

Planning:
Establishes strategies, initiatives, and plans that align with the organization’s strategic and operating plans and cascades them through the organization. Defines realistic plans with clear deliverables, milestones, accountabilities, and measures of success that are needed to accomplish business objectives. Optimizes resources and continuous improvement to ensure quality, efficiency, and scalability.

Execution:
Drives results by assigning clear authority and accountability, integrating and aligning efforts across units and functions, and monitoring progress against objectives. Conveys a strong sense of urgency around continuous improvement, achieving high quality results, and accelerating business performance. Addresses problems directly and drives changes necessary to achieve business objectives.

Innovation:
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.

Requisition ID: 598097