Manager – Global Customer Care

Job description

Job Title - Manager - Global Customer Care Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. Are you ready to lead a global team and shape the future of customer care? We’re looking for a driven and dynamic Manager - Global Customer Care team in Pune, India. Managing service delivery, driving continuous improvement initiatives, overseeing SLAs and governance, and managing transitions. This is an exciting opportunity to play a key role in shaping the future of our Global Customer Care operations. You will be part of a growing, dynamic team, have access to development opportunities, and contribute to continuous improvement within our global operations. We offer competitive compensation and benefits, and a collaborative work environment designed for growth and success. What will you be doing? Order Management and Processing – • Direct and co-ordinate day-to-day activity of Order Management Team and ensure achievement of agreed daily/weekly/Monthly SLA’s • Ensure all sales orders received are processed, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified with a focus on execution turnaround time and quality. • Proactively contribute to the order management accuracy and turnaround targets to ensure objected are met and exceeded when possible • Drive efficiency in managing order corrections, invoice accuracy, and adherence to all internal and customer-specific guidelines. • Manage the timely resolution of customer disputes and Open Order issues related to surgery orders. Service Delivery and SLA Management - • Ensure that all order processing activities meet agreed-upon service level agreements (SLAs) for accuracy, speed, and customer satisfaction. • Monitor and report on performance metrics related to order accuracy, invoicing, and dispute management, ensuring the highest standards of service delivery are met. • Lead regular reviews and governance of service delivery, ensuring adherence to best practices, continuous improvement, and timely issue resolution. Team Management and Development – • Lead, mentor, and develop a high-performing team of Advisors and Senior Advisors, ensuring they are equipped to meet performance targets and customer expectations. • Support your team in overcoming challenges by providing guidance on complex order-related issues. • Manage team performance through regular check-ins, feedback, and coaching, ensuring alignment with business goals and fostering a culture of continuous improvement. Transition Management – • Manage the transition of new Channel, markets, territories, or process changes smoothly and efficiently, ensuring minimal disruption to operations. • Collaborate with cross-functional teams to identify and implement process improvements during transitions to enhance efficiency and customer experience. • Stakeholder Engagement and Collaborations – • Build and maintain strong relationships with internal and external stakeholders, including senior management, customers, and vendors. • Communicate and manage stakeholders as per agreed schedule & expectation • Ensure alignment with stakeholders across the organization by providing regular updates on order processing, invoicing, and customer service issues. Continuous Improvement: • Support the day-to-day management and growing customer adoption of EDI, Esker or other solutions to achieve the "perfect touchless order • Lead initiatives aimed at enhancing customer satisfaction, operational efficiency, and team performance. • Utilize tools like SAP, Salesforce, Esker and other relevant tool and applications to track performance, analyse trends, and drive data-driven decision-making. Reporting & Analytics: • Prepare and present regular reports on team performance, order status, dispute resolution, and customer satisfaction. • Provide insights and recommendations for process improvements based on key performance indicators (KPIs) and data analysis. What will you need to be successful? • Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field. • Operating Mode: Work from office – Monday to Friday, working in UK Shift (12:30 PM to 9:30 PM IST). Flexible working in any shift. • Experience: 8–9 years of relevant experience in Order Management, Customer service, or Supply Chain and a background in a Shared Services or Global Capability Center environment. • With at least 2 years in a managerial role, Strong understanding of order management processes, including order entry. • Hands on experience in SAP, Salesforce CRM, and Electronic Data Interchange (EDI) is preferred. • Experience in managing transitions and process improvement initiatives. Strong interpersonal and communication skills, with the ability to engage with senior stakeholders. • Self-starter with a proactive approach to problem-solving, Sense of efficiency, urgency and priority.  Ability to work effectively in a cross functional and cross business environment.  You. Unlimited. We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ Other reasons why you will love it here!