Order Management Team Lead (Business Process Expert)

nullIn this role, you have the opportunity to:The All Special Assistance Parts (ASAP) Business Process Expert (BPE) Team Lead is responsible for managing and driving the BPO team performance to reach the expected customer service levels. The BPE Team Lead does this by managing and driving the performance of the outsourced operations team for fastest resolution of customer order exceptions at the same time being hands on when needed. The role works closely with the onshore and offshore team to deliver best customer experience aiming for speed, accuracy and quality. Besides driving the quality and performance of the outsourced operations, this role will also own processes that are designed to ensure speed and accuracy of backorder resolution. In addition, complex processes need to be understood and supported in the context of the global supply chain in order to own and drive operational improvements cross functionally. With no two escalations being the same, every solution will be different and must be designed based on the unique circumstances of each customer backorder.You are responsible for (but not limited to):Daily Operations: Customer Order Exceptions ManagementDrive the quality, output and delivery of the outsourced partners that fulfills customer expectations with a strong accent on performance management

Responsible for managing, supporting and resolving all AMEC market critical customer escalations as first line of defense

Manage market expectations on expected resolution timelines for all open backorders

Work directly with BIUs, Outsourced partners and internal SPS functions for quickest order resolution

Ensure solid stakeholder management and communication across Markets, BIUs and internal SPS functions at all stages of exception handling

Manage other Exception Support Processes – DRP (Disaster Recovery Plan), Quality Hold Process and OBR Meetings.

BPO Control Tower MonitoringDrive and manage to deliver the overall quality and performance of the Outsourced partners that ensures high levels of speed and accuracy

Drive operational efficiencies and enable the outsourced team to ensure overall organizational KPIs are met

Coach and support the BPO team in timely resolution of complex problems and exceptions

Act as a liaison and SME for ASAP processes between markets, BIUs and internal SPS functions

Drive and monitor process adherence of the outsourced partners, identify any deviation on time and take appropriate corrective action promptly through Incident Management system, among others

Coach and develop the maturity of the BPO team through continuous education of process and standards

Continuous ImprovementsLead, define and implement continuous improvement initiatives working with the Markets, BIUs, BPO, Service Parts Supply Chain and all other relevant stakeholders using Lean Methodology

Perform analysis of order exceptions including root cause identification to assess process performance

Analyze any negative deviation and recommend appropriate action to ensure process standards are maintained

Represent ASAP in cross functional/cross organizational improvement projects

Ability to influence solution design keeping ASAP perspective in the forefront to ensure highest level of customer satisfaction

Key Performance IndicatorsStandard back orders

Critical back orders

Back order resolution time

BPO Incidents

Continuous Improvement

You are part of: Service Parts Supply ChainTo succeed in this role, you should have the following skills and experience:Bachelor in Business Administration, Customer Services and/or Supply Chain Management required.

Minimum of 5 years of experience in a similar role in Customer Service, Healthcare and/or Order Management. At least 2 years' experience in leading small to mid-size continuous improvement initiatives

Preference for experience in dealing directly with customers, orders and hot escalations in an Order Desk environment

Proven track record of strong customer focus with ability to work under high pressure and multi task in a fast paced environment

Strong sense of ownership and accountability and be deadline driven with demonstrated ability to plan and organize effectively

Self-driven with strong work ethics – will need flexibility to accommodate various time zones

High stress tolerance level with a "customer first" work ethos

Demonstrated commitment to going the extra mile to meet the needs of a customer

Proven global skills with experience in working with virtual teams; experience in cross-cultural environment (teams, management, projects)

Strong communication skills in English, both written and verbal

Experience in continuous improvement and applying LEAN methodologies is needed

Ability to initiate and drive changes in processes, performance and people (culture)

Solid knowledge and experience in SAP is a must. Any additional experience with ERP systems is welcome

In return, we offer youThe ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.Why should you join Philips?Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran#LI-PH1