Sr. Manager, Customer Service

Alcon; Warszawa; On-site; PLN 280,000 - 430,000; Full time

Benefits offered by this job

Top Employer recognition

Modern office

Job summary

Alcon Polska is seeking a Sr. Manager, Customer Service to lead the AGS teams and drive continuous improvement across order-to-cash processes for the European local market from AGS centers.

The role demands extensive experience in global team leadership, transformation initiatives, and a strong customer-centric mindset with fluent English. You will collaborate with regional leaders to deliver high service levels and sustain business results.

Qualifications

• Experience leading teams in a global environment.
• Proven ability to lead transformations and operating excellence initiatives.
• Fluent English required.

Responsibilities

• Manage AGS teams and operations and drive operational efficiencies.
• Develop a culture aligned with International Operations Vision.
• Align with regional leaders on transformation plans for CO into intelligent E2E service centers.
• Secure CO strategy execution and contribute to commercial success and customer loyalty.
• Lead, coach and develop direct reports; manage stakeholder relationships.
• Escalate and resolve issues for markets supported; ensure KPIs are met.
• Oversee CO processes across pre-order, order/delivery, returns/credit note streams.

Skills

People leadership

Stakeholder management

Change leadership

English fluency

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.

Sr. Manager, Customer Service

Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, covering OTI processes such as order management, return and other subprocesses connected to the order to invoice scope carried out for the European local market from the AGS centers.

In this role, a typical day will include:

• Manage AGS teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes in AGS (including virtual and physical centralization opportunities).
• Develop a culture in line with International Operations Vision to make every customer touch point brilliant
• Align with Head, Customer Operations Region on AGS aspects of the transformation plans of Customer Operations (CO) into intelligent E2E service centers and to become a more customer centric organization and execute against those plans
• Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon
• Have high positive impact on both internal and external associates, stakeholders and customers. Lead, develop and coach direct reports.
• Manage stakeholders of countries that you are supporting to ensure they are up to date on SLA’s, risks, opportunities and customer feedback
• Be a central point of escalation for any issues and complaints for the markets you support
• Execution of CO strategy, organizational design of teams and processes AGS with following scope:
  • Pre order stream: creation and maintenance of Customer, Price Master data
  • Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
  • Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
  • CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes
• Own all CO processes on AGS level and build and foster trusting relationships between the CO functions and other local functions like: local / AGS Leadership Team, Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs
• Ensure effective communications towards key stakeholders, both internal and external
• Support the implementation of changes through coordination of activities with the AGS and shared service centre
• Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers. Measures KPIs and secures that necessary corrective actions are taken.
• Permanently assess and adapt relevant processes and organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives
• Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance, AGS and Com. Ops.)
• Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements
• Manage AGS CO cost centre in most effective manner without compromising service levels. Optimize resources within the multifunctional teams to support achievement of functional & company targets
• Member of regional CO management Team.
• Financial responsibility aligned with budget targets in line with expected efficiencies.

WHAT YOU’LL BRING TO ALCON:

• Extensive experience leading teams in a global environment
• Strong people leader with experience managing managers / team leaders and developing high-performing teams
• Proven ability to lead business transformations, service transitions, and operational excellence initiatives
• Continuous Improvement and customer-centric mindset, focused on delivering sustainable business outcomes
• Effective collaborator with strong stakeholder management and change leadership skills
• Fluent English required

HOW YOU CAN THRIVE AT ALCON:

• Very best working environment – Alcon Polska has been recognized as a Top Employer for the two years in a row;
• Truly international environment and daily interactions with colleagues and stakeholders from all over the world;
• Attractive benefits package (private medical care, group insurance, lunch card, car, pension plan, Multisport/cultural card, Alcon products)
• Modern office with a lot of facilities inside located at NewCity building, 15 Marynarska Street, Warsaw.