Customer Operations Manager - Intelligent Service Centers

Alcon; Selangor; On-site; MYR 180,000 - 280,000; Full time

Job summary

Alcon in Malaysia is seeking a Manager I, Customer Service Support (Order-to-Invoice) to lead the Customer Operations team and drive the transformation of GEM CO into intelligent service centers, enhancing customer experience and delivering valued services in collaboration with regional leadership.

You will manage local teams, develop processes, and ensure compliance while guiding cross-functional partnerships across Franchise teams, Finance, and Supply Chain to meet KPIs and improve

Qualifications

• University degree or equivalent in business or related field.
• Experience in order-to-invoice (OTI) or supply chain roles.
• Proven leadership and project management capabilities.
• Strong change management and cross-functional collaboration.
• Experience in audit and regulatory compliance is a plus.

Responsibilities

• Lead local Customer Operations teams in Malaysia and drive efficiencies.
• Implement transformation plans for intelligent service centers.
• Ensure high service levels and KPI achievement across pre-order, order, and return streams.
• Coordinate with Finance, Quality, and other functions to optimize processes.
• Coach and develop direct reports, fostering a high-performance culture.
• Manage CO cost center and resources effectively.
• Ensure compliance with quality and regulatory standards.

Skills

Leadership

People management

Change management

Project management

Communication

Process improvement

Customer focus

SAP

Education

University degree

Tools

OTI modules

Job description

Alcon in Malaysia is seeking a Manager I, Customer Service Support (Order-to-Invoice) to lead the Customer Operations team and drive the transformation of GEM CO into intelligent service centers, enhancing customer experience and delivering valued services in collaboration with regional leadership.

You will manage local teams, develop processes, and ensure compliance while guiding cross-functional partnerships across Franchise teams, Finance, and Supply Chain to meet KPIs and improve