Customer Solutions Manager

SAGE HEALTHCARE PTE. LTD.; Singapore; In loco; SGD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

SAGE HEALTHCARE PTE. LTD. in Singapore seeks a Customer Solutions Manager to align Operations and Customer Service within a regulated healthcare environment.

You will ensure regulatory certification, compliance, and audit readiness, bridging Business Solutions and Sales with clinics, hospitals, and veterinary practices. The role also provides business continuity as a backup for Operations and Customer Service leadership.

Competenze

• Minimum 5 years in operations, customer service, or business solutions within healthcare, medical device, pharma, or veterinary industries.
• Working understanding of HSA, Bizsafe and AVA regulations, medical/veterinary supply chain, and healthcare environments.
• Experience supporting regulatory audits and certifications is required.
• Ability to discuss clinical requirements credibly with healthcare professionals.
• Strong capability to develop and maintain SOPs and regulatory documentation.

Mansioni

• Oversee daily operations and customer service for medical devices, diagnostics, pharmaceuticals, and veterinary products with regulatory awareness.
• Improve collaboration between Operations and Customer Service to ensure compliance with healthcare standards and patient/animal safety.
• Cross-train staff to perform tele-sales functions and enhance proactive order generation.
• Lead liaison between Business Solutions, Sales, and Clinical teams to align on customer requirements.
• Act as backup for Operations and Customer Service Lead to ensure uninterrupted service.
• Drive CAPA, audits, and continuous improvement based on QA metrics.

Conoscenze

Cross-functional leadership

Stakeholder management

Regulatory support

SOP development

Process mapping

Clinical/technical discussion with HC

Formazione

Bachelor's degree in Life Sciences / Business / Healthcare Management / Veterinary Science

Descrizione del lavoro

Job Title: Customer Solutions Manager

Department: Operations & Customer Service

Industry: Healthcare - Companion Animal & HumanMedical

Reports To: Director & General Manager

Location: Singapore

1. Role Summary

The Customer Solutions Manager drives alignment between Operations and Customer Service within our HSA and AVA-regulated environment. The role ensures regulatory certification, compliance, and audit readiness while bridging Business Solutions and Sales through direct engagement with clinics, hospitals, and veterinary practices. This position also provides business continuity as backup for Operations and Customer Service Lead roles.

2. Key Responsibilities

2.1 Operations & Customer Service Leadership

2.1 Oversee daily operations and customer service for medical devices, diagnostics, pharmaceuticals, and veterinary products. Improve collaboration between Operations and Customer Service teams to ensure compliance with healthcare standards, cold-chain requirements, and patient/animal safety protocols. Resolve service issues impacting clinics, hospitals, or veterinary practices with urgency and regulatory awareness. Cross-train Customer Service associates to perform tele-sales functions, enabling proactive order generation and customer engagement.

2.2 Business-Sales Bridge & Customer Engagement

Act as primary liaison between Business Solutions, Sales, and Clinical teams to align on customer requirements. Meet directly with veterinarians, clinic managers, hospital procurement, and lab directors to understand clinical workflows, product needs, and service expectations. Translate customer feedback into operational and service improvements that meet healthcare compliance and quality standards.

2.3 Business Continuity & Leadership Coverage

Serve as backup for Operations and Customer Service Lead to maintain service to healthcare providers during absences or peak demand. Manage key accounts and critical deliveries to ensure no disruption to patient or animal care.

2.4 Process Improvement, SOP & Regulatory Compliance

Develop, implement, and maintain robust Standard Operating Procedures aligned with HSA, AVA, WSH council and GDP requirements. Document operational workflows, complaint handling, product traceability, and escalation paths specific to medical/veterinary products. Play a key role in HSA, AVA and Bizsafe audits, license renewals, and maintaining ongoing compliance with both authorities. Drive CAPA and continuous improvement initiatives based on audit findings, customer complaints, and QA metrics.

2.5 Stakeholder & Team Management

Build strong relationships with Sales, Regulatory, Quality Assurance, Logistics, and external healthcare partners. Train and mentor Operations/Customer Service teams on HSA/AVA/Bizsafe compliance, product handling, and customer communication in clinical settings. Monitor KPIs including on-time delivery, complaint resolution time, customer satisfaction, and audit readiness. Identify and develop internal and external succession candidates.

3. Requirements

Experience: Minimum 5 years in operations, customer service, or business solutions within healthcare, medical device, pharma, or veterinary industries.

Knowledge: Working understanding of HSA, Bizsafe and AVA regulations, medical/veterinary supply chain, and customer environments such as clinics and hospitals. Direct experience supporting regulatory audits and certifications required.

Skills: Strong cross-functional leadership and stakeholder management. Able to discuss technical/clinical requirements credibly with healthcare professionals. Skilled in SOP development, process mapping, and regulatory support.

Attributes: Customer-centric with high attention to detail and compliance. Calm under pressure when patient/animal care is impacted.

Education: Bachelor's degree in Life Sciences, Business, Healthcare Management, Veterinary Science, or related field. Certifications or experience in Quality/Regulatory Affairs preferred.

4. Key Success Indicators

• 1. Improved inter-departmental alignment between Operations& Customer Service, with reduction in escalations from clinics/hospitals.
• 2. Full SOP suite documented and staff trained within first6 months.
• 3. Maintained audit readiness with zero major findings from HSA or AVA in Operations/Customer Service processes.
• 4. Succession candidates identified and developed internally and externally.
• 5. Successful cross-training of Customer Service associates with measurable performance in tele-sales activities.
• 6. Active contribution to successful HSA and AVA certifications, audits, and license maintenance