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Business Support Manager Job

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Date: Aug 13, 2019

Location: Voisins le Bretonneux, 75, FR

Company: Boston Scientific

Operations Manager (Business Support Manager)


 

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 customer-centric team of 19 assistants across France. The BSM role is of vital strategic importance to the continued growth of BSC; and will be a member of the France 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
  • 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
  • Fluent in both French and English

 

 

BSCI 2019


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