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Global Customer Care, Sr. Manager

3 months ago

Pune, Maharashtra, India Smith+Nephew Full time

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Global Customer Care, Sr. Manager. If you're eager to be part of a dynamic environment that fosters growth and collaboration, look no further. You will lead a development of a Global Customer Care team, The team, comprised of Centers of Excellence (COEs) will enable customer service chat capability, deliver business resiliency by supporting transactional processing for teams across the globe. Let's craft the future together

What will you be doing?

Your primary responsibilities will be to have strong operational performance management and service management capability. Lead and empower a team of employees to always deliver the best possible outcome and ensure the team's understanding of critical nature associated with products, services to Health Care Professionals and their patients. Establish and operationally lead local Pune teams to support Global Customer Care regional teams and activities, including ordering, invoicing, returns, and responding to customers via chat. Develop policies, processes and systems to meet current and future customer demands. Support the ongoing development of Service Management and the Customer Contact Center, including Incident, Problem, and Knowledge Be a phenomenal partner with key collaborators including, but not limited to Global Customer Care leaders, Commercial leaders, Supply Chain leaders, and Finance Leadership Collaborate with GBS operational and site leadership. Build a culture passionate about continuous improvement, internal controls and compliance.

What will you need to be successful?

Education: Bachelor's Degree in Information Technology / Computer Science/ Computer Engineering or equivalent experience in Customer Service. Experience: Minimum 12 to 15 years of experience of customer care activities, including leading contact centers and order management activities. Experience working across multiple levels (including executive level) and function. Ability to work in an impactful team environment; validated strong leadership in an increasingly critical and fast paced environment. Interacting and presenting to senior leadership, Thinking strategically and persuading and implementing a said strategy. Leadership: Ability to set expectations with business partners and efficiently leverage governance for a positive business partner experience. Superb communication, collaboration, and relationship building and collaborator engagement skills.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about on our website ().

Other reasons why you will love it here

Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance. Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave. Your Wellbeing: Parents / Parents in Law's Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave. Flexibility : Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.