Commercial Operations Manager

Commercial Operations Manager

**Job no**: 615632

**Work type**: Permanent

**Location**: Singapore

**Categories**: Manufacturing & Logistics, Customer Service, Process Improvement, Asia Pacific, People Manager

**Cochlear’s** mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping people to _Hear Now. And Always._

**Cochlear’s Asia Growth Markets (AGM)** headquartered in Singapore, the AGM region incorporates countries within South and South-East Asia, including Singapore, Indonesia, Malaysia, Thailand, Vietnam, Philippines, Pakistan, and Sri Lanka. AGM currently uses both direct and distributor business models. We are a relatively young region, with ambitious but achievable growth targets.

**The Opportunity**

We are currently seeking a Commercial Operations Manager to join our Asia Growth Markets team. In this role, the Commercial Operations Manager will have the opportunity to develop and execute key strategic initiatives related to achieving commercial excellence within the Asia Growth Market (AGM) region.

This role will be responsible for effectively managing and developing the key operational functions; customer facing services, shipping and logistics, Order to Cash process, and demand planning functions to ensure recipients access Cochlear’s latest technology in a timely manner and deliver leading customer service to hearing partners, to meet and exceed the business needs of the AGM region. Managing a small but very talented team, this role will drive continuous improvement to support business growth with high quality and compliance.

Responsibilities include:
**Drive commercial efficiencies and process improvement initiatives**
- Maintain and improve and efficient and effective import distribution and supply chain model across the AGM Markets.
- Undertake detailed analysis of existing commercial systems and processes and drive initiatives to improve operational efficiency in compliance with internal policies and local requirements.
- Develop and manage regional business development initiatives to ensure external stakeholders (channel partners, distributors, professional partners, etc.) receive optimal service from initial customer interaction to product logistics.
- Ensure that distributor operations are aligned with company standards and operational regulations.
- Partner with AGM leadership team to provide commercial input and advice on best practices related to operational performance and business improvement.

**Grow the Service Business**
- Analyse operational performance and develop new business practices in collaboration with cross-functional stakeholders.
- Collaborate with country managers to develop and drive lifetime customer engagement programs (ex. upgrade sales, accessory revenue, service revenue, etc.) to support the growth of our services business.
- Analyse commercial operations processes and drive initiatives to enhance and improve customer interaction with Cochlear (ex. order-to-cash, service delivery, etc.).
- Understand the lifetime value of recipient, innovate, and commercialize opportunities to increase lifetime value with recipient.

**Singapore Office Operations Management**
- oversee office operations, working with relevant stakeholders to ensure effective current processes and to plan, and execute, expansion
- Responsible for developing and executing effective onboarding and offboarding of team members by working with relevant parties locally & globally
- Provide administrative support to GM regarding travel (organising VISAs, hotel booking & processes expense claims)
- Oversee office environment and presentation for visitors and staff, ensuring this is reflective of Cochlear’s professional reputation

**You Bring Your Skills and Experience**

As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:
**Essential**
- Demonstrated experience managing inbound and outbound logistics plus supply chain and business analytics in more than one market in Southeast Asia.
- Proven ability in process creation, improvement, and implementation
- Strong systems implementation and project management capabilities
- Very strong customer orientation and professional communication ability
- Multinational experience is essential
- Mastery of working in an ERP environment for OTC and Logistics

**Ideal**:

- B.E. from a reputed college and an MBA from a premier institute specializing in Operations Management
- Oracle experience
- Professional Project Management / Process Improvement qualifications (Six Sigma