Senior Manager – APAC Customer Care Operations

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations in the areas of Order Management, Customer Service, and Front Office functions.
• Ensure consistent delivery of KPIs, SLA compliance, and customer satisfaction through rigorous performance management.
• Serve as the primary escalation point for internal stakeholders and local teams in the region.

People & Team Development

• Lead, coach, and develop a diverse team of Managers or/and Senior Supervisors, fostering a culture of ownership, accountability, and growth.
• Drive employee engagement, talent retention, and succession planning across the region.
• Create leadership depth and readiness by mentoring next-level leaders.

Transformation & Standardization

• Identify and implement process improvements, best practice sharing, and automation opportunities in collaboration with the Continuous Improvement team.
• Drive consistency and standardization across regions to reduce variation and increase scalability.
• Champion digital tools, systems, and workflow enhancements to support operational maturity.

Qualification & Requirements

Required Knowledge and Experience:

• Bachelor’s Degree in Business Management or in any discipline required; or MBA preferred
• Minimum 10–12 years of experience in shared services/BPO operations, or global service delivery roles, with at least 6-8 years in a people leadership capacity
• Experience working in medical device, healthcare, or regulated industries preferred
• Experience in customer service, order-to-cash, or supply chain operations
• Familiarity with ERP systems (SAP), workflow tools, and service delivery automation platforms
• Proven track record in managing cross-functional or regional teams with measurable performance improvement
• Strong analytical skills and operational acumen; able to interpret data and translate it into actionable plans
• Excellent leadership, coaching, and stakeholder engagement skills
• Demonstrated experience in driving transformation using frameworks such as Lean, Six Sigma, and other continuous improvement methodologies to enable operational scalability, eliminate inefficiencies, and build a culture of data-driven decision making.

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

No information available.