Order-to-Invoice Customer Ops Leader

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 180,000 - 260,000; Full time

Job summary

Alcon Laboratories Malaysia Sdn Bhd is seeking a Customer Service Support Manager (Order-to-Invoice) to lead the Malaysia CO team and drive the transformation of GEM CO into intelligent service centres. You will enhance the customer experience, manage local teams, and align with regional leadership on strategic CO initiatives.

Education required is a university degree with fluent English. 3–5 years of leadership in OTI/SCM, change/project management, and SAP knowledge are expected in a matrix

Qualifications

• 3-5 years proven leadership experience with strong business acumen, people management and functional expertise in OTI and preferably SCM a must
• Proven management & leadership skills within a matrix organization
• Experience in change management and project management, understanding of E2E processes and ability to drive process improvements
• Proven experience managing deadlines/prioritizing workload with key stakeholders

Responsibilities

• Lead Customer Operations (CO) team in Malaysia and drive transformation of GEM CO into intelligent service centres
• Manage local CO teams and operations and drive efficiencies and continuous improvement
• Develop a culture aligned with International Operations Vision to make every customer touch point brilliant
• Align with Head, Customer Operations Region on transformation plans and customer-centric execution
• Own CO processes at country level and build strong relationships with Leadership Team, BUs and Supply Chain
• Ensure high service levels and KPIs across pre-order, order/delivery and return/credit streams
• Drive CO optimization, standardization, automation and regional services
• Participate in FIN, ISO Audits and Country/Cluster Management Review
• Support implementation of changes through coordination with local/cluster and shared service center
• Ensure compliance with quality, regulatory standards and SOPs

Skills

Leadership

People management

SCM knowledge

Project management

Change management

Communication

SAP

Education

University degree

Tools

SAP OTI modules

Job description

Alcon Laboratories Malaysia Sdn Bhd is seeking a Customer Service Support Manager (Order-to-Invoice) to lead the Malaysia CO team and drive the transformation of GEM CO into intelligent service centres. You will enhance the customer experience, manage local teams, and align with regional leadership on strategic CO initiatives.

Education required is a university degree with fluent English. 3–5 years of leadership in OTI/SCM, change/project management, and SAP knowledge are expected in a matrix