At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
Medtronic is a global producer and leader in medical technology, services, and solutions. We collaborate with others to take on healthcare’s greatest challenges.
With 90,000 plus people in over 150 countries, we see extraordinary possibilities to further increase our positive impact in the world. We are committed to accelerating access to healthcare technology, advancing inclusion, diversity & equity, and protecting our planet.
Our focus is to make sure we have the right set of people delivering what we promise. People who act boldly, compete to win, and move with speed and decisiveness. Foster belonging, deliver results…the right way. That’s the Medtronic Mindset — our cultural norms. Our brand is rooted in action, not just words. The Medtronic Mindset defines the expectations of our culture. Every person here plays a role in bringing it to life.
We recognize your extraordinary potential to ensure future generations live better, healthier lives. Come, be a part of our exciting journey!
Inviting applications for the role of Director – EMEA COE Customer Care and Shared Services
This role is a combination of excellent operations mindset, good financial acumen in managing the Warsaw Shared Service Centre and excellent customer facing skills (executive presence, ability to listen and address specific problems, articulate acceptable and reasonable solutions to the key stakeholders etc.)
Job Skill: Customer Care Order Management, Back-office Operations and BPO management.
Designation: Director of Customer Care & Order Operations
Job Location: Warsaw, Poland
Qualifications: Graduate (basic degree would suffice)
Years of Experience: minimum of 15 years of experience both on BPO and Captive Sites
What would you do?
You will be leading operations for Medtronic’s EMEA COE Customer Care and Order Operations for our center in Warsaw, Poland. The Customer Care team of around 250 employees currently provides services to 20+ countries and markets in EMEA. They also manage a BPO vendor in India with a further 180 employees. The team ensures end to end accountability of receiving orders from customers till order fulfillment, after sales service and beyond.
What are we looking for?
Ability to establish strong client- and vendor relationships.
Ability to manage multiple stakeholders.
Strong Collaboration and interpersonal skills
Thought leadership.
Roles and Responsibilities
Customer Care COE Responsibilities
Responsible & Accountable for building overall Customer Care & Shared Services Strategy, goals and objectives of the team.
Designs, defines, executes and delivers service levels and KPI agreements.
Drives decisions and direction on resources and capacity, service transition and optimization.
Builds and provides strategic direction on Continuous Improvement, Services and transformational programs (automation, service/operating model, process improvement)
Responsible and accountable for individual and team performance management, hiring & firing.
Manages/accountable for Budget or Annual Operating Plan.
Works and partners with Global Training & Quality, Workforce Management, Program Management, Sourcing, Quality and Compliance teams.
Drives and owns Organizational Health (OHS) performance.
Ensures smooth delivery of operations, manages and minimizes customer escalations.
Manage relationships with customers and internal Medtronic senior management and ensure customer satisfaction.
Manage relationship with BPO vendor both from a operations point of view and from a commercial point of view.
Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making.
Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery.
Drive Innovation and transformation initiatives with a focus on business outcomes/goals and to make operations more efficient.
Sponsors and establish Career development Programs for the SSC team members, team leaders and managers, including performance management, feedback, and training.
Ensure adequate guidance & training of Medtronic staff to ensure process objectives & Customer requirements are met.
Showcase futuristic and strategic thought leadership.
Warsaw Shared Services Responsibilities
Provides direction and decision on localized Medtronic Policies. local government mandate, Employee Relations Cases, Employee benefits and compliance.
Point of Contact for Global Service exploration and transition, supports business case creation.
Responsible for Site-wide Business Continuity Strategy including Crisis Management, Hybrid Work Model governance and direction on all Shared Services function.
Site-wide Employee Engagement programs.
Authorized signatory and approver for vendor contracts and other SSC intercompany agreement.
Provides overall guidance on budget monitoring, financial management. expense control of shared cost and facility/seat optimization for all SSC teams.
Owns decision on Benefit changes and socialization with cross functional and shared services teams.
Supports and participates in hiring and firing of managers.
Leads and approves site-wide communications strategy.
Qualifications
Experience in working in a fast paced and tight timeline environment.
Experience of working in a back-office environment.
Understands Customer Care and Order Management process.
Excellent networking and presentation skills
Excellent analytical and execution skills
Very good command on MS-Office (Word, Excel, Powerpoint, etc)
Collaborative management and working style.
Effective Communication skills in both Polish and English.
Should possess high degree of versatility, good interpersonal skills, and excellent time management skills.
Comfortable with inter country travel and ability to work across time zones within EMEA.
Should be presentable & confident.
The candidate should be ‘hands-on’ person with a positive attitude.
Medtronic is an Equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Medtronic is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit us at Home | Medtronic
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).This position is eligible for an annual long-term incentive plan.
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
