Services Leader, Emergency Care APAC

Your Role

Services Partner Management

• Participate with Global Service Leadership to partner strategy definition
• Create relevant KPI for standard partner contract and/or Global Distribution Agreement
• Collaborate with BPO/BPE to define Global process of Partner selection, on-boarding/off-boarding
• Define and deploy standard monthly/quarterly Partner performance review
• Create and monitor Global Partner capabilities assessment process
• Create Global Training on Partner framework
• Ensure adherence of Market to Global framework
• Drive Market and/or Partners escalation to Global Function and Business Units
• Support Global Marketing Team to create relevant value proposition for Indirect Business with Partner
• Support BPO/BPE to create and implement Partner satisfaction process and corrective plan
• Act as BPE on Service and Partner related topics toward with Global Functions and Business Units

Services Operations Management

• Manage all aspects of customer service operations.
• Lead operational teams to achieve business goals.
• Align activities of teams to support business strategy objectives and contribute to business financial commitments.
• Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements. Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
• Identify / develop talent and lead by example to promote a performance culture.
• Respond to escalation requests when receiving management escalations to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases

You're likely the right fit for this job if you possess

• MBA or a Post-graduate Business Degree preferred
• Bachelor’s Degree in Business or related field expected
• Professional certifications expected
• 10+ years of relevant experience required with at least 5 years of management experience in related industry and functional domain

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.