Principal Customer Care Business Process

1 week ago

Singapore Boston Scientific Corporation Full time

**Principal Customer Care Business Process Specialist, APAC**:

- Remote Eligible: Hybrid- Onsite Location(s): Singapore, SG**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance**

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing - whatever your ambitions.

**Purpose Statement**

The Regional Business Process Lead for Customer Care is responsible to lead and implement the Magellan Program in the APAC region on the Order-to-Cash process. By working closely with stakeholders across all levels, the role is expected to define and prioritize user requirements that are aligned with harmonized processes. The role will also develop and execute well-structured work plans, drive cross-functional alignment and deliver desired outcomes to support country business models.

**Roles & responsibilities**:

- Lead and drive local process change decision making and implementation. Be the functional change champion.
- Drive and coordinate master data/report, customer care (CC) related process impact assessment. Provide visibility to Magellan Regional CC Lead on resource allocation needs, key decision-making requirements.
- Drive APAC CC process harmonization.
- Work closely with country SMEs and BPLs to develop clear understanding and knowledge of current business and system processes, requirements, process map, fit gaps analysis, process standardization, local customization & pain points etc.
- Build Future State S4 and Business Processes (Sprint demo / PI readouts feedback and E2E system Process mapping)
- Lead local master data business rule definition, data cleansing. Partner with Magellan APAC MDM Pillar Lead.
- Be the Regional Testing Lead and partner with Magellan APAC IT Pillar Lead.
- Lead Regional User System Process Training Lead & End user WI/SOP training
- Support Magellan CC Lead to design standard templates, communication mechanism within CC workstream in alignment with the overall Magellan program.

**Requirements**:

- Bachelor’s degree in Supply Chain Management/Operations Management or applicable field required.
- At least 8-10 years of overall supply chain/operations management experience
- Deep knowledge of SAP and end-to-end customer care processes in healthcare industries are a must.
- Strong project management skills, especially in process standardization & improvement. Black Belt and Lean/Six Sigma is a distinct advantage but not essential.
- Demonstrated capability in listening, presentation, and communication.
- Experience of managing and operating well in matrixed organizational structures with demonstrated capability in collaborating and influencing across such organizations.
- Proven adaptability, passion for change with a demonstrated ability to react and respond to a fast-changing environment.

**Requisition ID**:564430

**Job Segment**:Supply Chain, Supply Chain Manager, Six Sigma Black Belt, Lean Six Sigma, Operations, Management, Customer Service

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