Customer Service Director Shared Service Center

Key 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.

Qualification & Requirements

• 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.

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

• 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.

At Medtronic, we succeed together. So we reward you in the ways that matter most to you. We offer a wide range of benefits and rewards programs to recognize the important role you play in our Mission to transform healthcare.

While specific benefits vary worldwide by location and business, in general, they include:

• Competitive financial compensation, often with incentive pay
• Reward and recognition programs
• Training and development
• Healthcare coverage for you and your family
• Customized Total Health website and personalized health coaching
• Disability protection
• Retirement plans
• Stock ownership opportunities
• Flexible work schedules
• Adoption and elder care assistance
• Volunteer opportunities through the Medtronic Foundation