Cdi - Global Customer Service Performance Leader

4 days ago

Singapore bioMérieux sa Full time

A family-owned company, bioMérieux has grown to become **a world leader in the field of in vitro diagnostics**. For almost 60 years and across the world, we have imagined and developed **innovative diagnostics solutions** to **improve public health**. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

We are looking for our new Global Customer Service Performance Leader to join the Global Customer Service - BPMG Solutions & Performance Monitoring team: an international team of about 10 colleagues who work on managing digital solutions for bioMérieux's Customer Service community and on performance monitoring.

Reporting to the Manager of the Solutions & Performance Monitoring department, you will be responsible for the performance management of bioMérieux's Customer Service teams, a network of 1600 employees in more than 40 subsidiaries.

**What will be your missions at bioMérieux ?**

Your main mission will be to set up and lead business reviews with local partners (regions and subsidiaries) to drive Customer Service performance. To do so, you will have to:

- Define with the different Business Process Owner (BPO) the Key Performance Indicators (KPI) and support their implementation.
- Set operational, tactical and strategic objectives for the different Customer Service processes and implement them locally.
- Engage regional and local teams in the implementation of action plans, identify key levers and ensure their successful execution.
- Ensure communication to promote successes, report performance to executive management and audit.
- Federate a community of local champions capable of relaying the strategic vision of Customer Service operational excellence and carry the voice of the field.

**Who are you?**:

- You have at least a Master's degree or equivalent professional qualification in a relevant field: i.e. Engineering or Business School, MBA
- At least 5-8 years of experience in activities related to operational excellence, Lean transformation, KPIs implementation, transformation project, community facilitation.
- Experience in a regulated environment / in healthcare is a plus
- Strong leadership and communication skills will be required to engage teams in the implementation of this performance management
- Successful experience of achievements / projects in an international and multicultural environment
- You speak and write English fluently
- Good skills and abilities with digital tools (experience with Salesforce or Tableau is a plus)

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