Advanced Business Operations Specialist - Service Operations | Contracts, Billing & Installed Base

GE HealthCare; Sydney; Híbrido; AUD 120.000 - 160.000; Jornada completa

Descripción de la vacante

GE HealthCare in Australia seeks an Advanced Business Operations Specialist to oversee service back-office activities across contract management, ODS and billing, safeguarding revenue realization and data integrity. You will work with cross-functional teams to ensure compliant, accurate entitlements and efficient service delivery.

This role emphasizes governance, data remediation and process improvement, with hybrid working arrangements and collaboration with ANZ stakeholders and global teams.

Formación

• Bachelor degree required.

Responsabilidades

• Own end-to-end MSA loading and modification, ensuring KPI delivery and compliance while supporting revenue realization.
• Ensure contract, service and PM entitlements reflect customer coverage and support PM plans and accurate PM case generation.
• Review ODS quotes and concessions; perform reconciliation and quality controls; ensure concession, pricing and margin compliance.
• Review discount and override entitlement; resolve billing and entitlement issues; support unbilled monitoring and A/R disputes.
• Coordinate credit and rebill processing when required documentation and approvals are received.
• Analyze contract profitability, margin performance and commercial outcomes; identify opportunities to improve revenue quality and governance.
• Monitor ODS profitability, pricing, concessions and cost allocations; provide recommendations for financial performance.
• Maintain ServiceMax service plans, rate lists and entitlement configuration in line with contract coverage and standard functionality.
• Own Installed Product governance; maintain trusted data supporting service planning and entitlement management.
• Own Installed Product data quality including records, locations, serials and asset relationships; perform data remediation.
• Govern warranty triggers and extended-warranty compliance; ensure billing and entitlement management throughout asset lifecycle.
• Investigate and resolve Installed Product data issues; support back-office exception closure and data alignment.
• Identify duplicate or inactive records and coordinate remediation; provide operational reporting.
• Provide process governance for BPO teams; monitor SLA, KPI, quality and compliance.
• Implement quality frameworks and monitoring controls; manage escalations and training.
• Act as ANZ SME for assigned area; provide escalation support and cross-train.
• Be Business Operations focal point for complex operational issues and data remediation; collaborate with stakeholders to resolve issues.
• Monitor KPIs, data quality and process compliance; lead root-cause resolution and continuous improvement.
• Analyze operational and financial data to identify opportunities to improve contract profitability and outcomes.
• This is a hybrid role with onsite presence and flexible hours to support ANZ and global teams.

Educación

Bachelor

Descripción del empleo

Job Description Summary

The Advanced Business Operations Specialist is an individual contributor responsible for overseeing and supporting Service back-office activities across Installed Product, Contract Management, ODS, Billing and Cash Management. Reporting to the Service Operations Manager, the role safeguards revenue realization, customer entitlement integrity, trusted operational data and compliance while enabling effective service delivery and customer outcomes. Through advanced operational expertise, process governance, data-driven decision support and continuous improvement, the role drives operational excellence, reduces business risk and ensures critical business processes are executed accurately, efficiently and consistently.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Contract Management, ODS & Billing

• Own and oversee end-to-end MSA contract loading and modification, ensuring delivery to KPI, quality and compliance requirements while supporting revenue realization and customer entitlement accuracy.


• Ensure contract, service and PM entitlements accurately reflect customer coverage, flow to downstream processes, and support validated PM plans and accurate PM case generation.


• Review ODS quotes and concessions; perform reconciliation and quality controls; ensure concession, pricing and margin compliance.


• Review case discount and override entitlement; resolve case billing, contract and entitlement issues; support unbilled monitoring and customer A/R disputes.


• Coordinate credit and rebill processing when required documentation and approvals are received.


• Analyse contract profitability, margin performance and commercial outcomes, identifying opportunities to improve revenue quality, operational efficiency and contract governance.


• Monitor and analyse ODS profitability, pricing, concessions and cost allocations, providing recommendations to improve financial performance and support informed business decisions


• Maintain ServiceMax service plans, rate lists and entitlement configuration in line with contract coverage and standard functionality.

Installed Product Management

• Own Installed Product governance, maintaining trusted Installed Product, site, warranty and entitlement data that supports accurate service planning, customer entitlement management, revenue realization, operational reporting and informed business decision-making.


• Own Installed Product and site data quality, including record creation, locations, serial and asset relationships, swaps, status changes, deinstallations, distributor updates and ServiceMax data remediation.


• Govern warranty triggers, warranty periods and extended-warranty compliance, ensuring accurate billing, entitlement management and PM coverage throughout the asset lifecycle.


• Investigate and resolve Installed Product, site, warranty and Service Request data issues; support closure of back-office exceptions and alignment of customer, site and asset data across relevant systems.


• Identify duplicate or inactive records and coordinate remediation; provide accurate Installed Product, warranty, PM and related operational reporting.

BPO Governance & Capability

• Provide process governance for BPO teams performing Installed Product, contract, ODS and billing activities; monitor SLA, KPI, quality and compliance performance.


• Implement quality frameworks and monitoring controls, manage BPO issue escalations and corrective actions, and support ongoing training and development.


• Act as the nominated ANZ SME for assigned functional area (Installed Product Management or Contract Management/ODS), provide advanced escalation support, mentor Business Operations Specialists and cross-train across the broader portfolio.

Operational Excellence and Governance

• Act as the Business Operations focal point for complex operational issues, escalations and data remediation, partnering across Service Delivery, Commercial Operations, Finance, OTR and Quality to resolve business-critical issues and support operational performance


• Monitor operational KPIs, data quality, controls and process compliance; lead root-cause resolution and continuous improvement aligned to global standard processes and valid ANZ requirements.


• Analyse operational and financial performance data to identify opportunities to improve contract profitability, ODS performance, process effectiveness and customer outcomes.

Working Arrangements

This is a hybrid role, with regular onsite presence required to support effective stakeholder engagement and collaboration.

Flexibility in working hours is required to support stakeholders across ANZ, our BPO partners, and collaborate with global teams when needed.

Technical Knowledge & Hard Skills

Bachelor