Customer Operations Manager

Alcon; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading global medical device company is seeking a Manager for Customer Operations in Malaysia. This role involves leading the CO team, driving transformation into intelligent service centers, and enhancing customer experience. The ideal candidate will have strong leadership skills, a business degree, and experience in managing teams within a matrix organization. Join us to make a significant impact in the med tech industry.

Benefits

Competitive compensation and benefits

Continuous learning and development opportunities

Qualifications

• 3-5 years of proven leadership experience in OTI, preferably SCM.
• Management experience within a matrix organization.

Responsibilities

• Lead the Customer Operations team in Malaysia.
• Drive operational efficiencies and continuous improvement.
• Manage local CO cost center efficiently.

Skills

Leadership

Communication

Customer Focus

Education

University or comparable business degree

Tools

SAP

Job description

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

POSITION OVERVIEW:

The Manager, Customer Operation Country will lead the Customer Operations (CO) team in MALAYSIA and drive and support locally the transformation of GEM CO into intelligent service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services. This role works in close collaboration with the Head, Customer Operations Region and aligns with the overall GEM Supply Chain Department and CO International vision and strategy.

KEY RESPONSIBILITIES:

The scope includes supporting the Customer Operations function for both Franchises, Surgical and Vision Care, covering all subprocesses within pre-order, order, and return process streams for the local market/cluster.

• Manage local/CO teams and operations, driving operational efficiencies and continuous improvement by implementing organizational structures and processes locally.
• Develop a culture aligned with the International Operations Vision to make every customer touch point excellent.
• Align with the Head, Customer Operations Region on local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer-centric organization, executing those plans.
• Ensure execution of OTI strategy, processes, and contribution to the commercial success, customer loyalty, reputation, and culture of Alcon.
• Lead, develop, and coach direct reports, creating a positive impact on internal and external stakeholders and customers.
• Implement CO strategy, organizational design, and processes within the market, including cooperation with relevant teams for pre-order, order/delivery, and return/credit note streams.
• Optimize, standardize, and automate CO processes, leveraging regional services like 2nd level support for IRIS IDoc management.
• Participate in FIN, ISO audits, and management reviews.
• Own all CO processes at the country level, fostering trusting relationships with local functions to ensure smooth transactions in line with franchise needs.
• Maintain effective communication with stakeholders, support change management activities, and ensure high service levels through KPI measurement and corrective actions.
• Permanently improve processes and organizational structures to enhance customer satisfaction, including automation and centralization initiatives.
• Drive collaboration to meet KPIs, manage cross-functional projects, and ensure compliance with quality, regulatory, and legal standards.
• Manage the local CO cost center efficiently, optimizing resources to meet targets.
• Be a member of the regional CO management team.

WHAT YOU'LL BRING TO ALCON:

• University or comparable business degree.
• Proficiency in local language(s) and English.
• 3-5 years of proven leadership experience with strong business acumen, people management, and functional expertise in OTI, preferably SCM.
• Management experience within a matrix organization, change management, and project management skills.
• Experience managing deadlines and stakeholder priorities.

COMPETENCY & TECHNICAL SKILLS:

• Operational leadership, decision-making, and entrepreneurial mindset.
• Innovation, courage, and results-oriented approach.
• Strong people management, coaching, and motivational skills.
• Customer focus and ability to build strategic relationships.
• Effective communication skills, including coaching and motivation.
• Process improvement expertise within OTI and related functions.
• Risk assessment, prioritization, and influence skills.
• Talent attraction, delegation, and performance management skills.
• Strong SAP knowledge, especially in OTI modules.
• Financial acumen, including cost analysis.
• IT skills.

KEY PERFORMANCE INDICATORS:

• Customer satisfaction metrics.
• Performance in pre-order, order/delivery, and return/credit note streams.
• Relationship management with local 3PL providers.
• Progress in automating processes.
• Employee satisfaction scores.
• Team culture aligned with International Customer Operations vision.
• Execution of GEM Supply Chain transformation plans.

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to work with a leading global medical device company.
• Collaborate with a diverse and talented team.
• Competitive compensation and benefits.
• Continuous learning and development opportunities.

Alcon Careers:

See your impact at alcon.com/careers

ATTENTION: Current Alcon Employee/Contingent Worker:

If you are currently an active employee/contingent worker at Alcon, please apply through the internal career site via the provided links.