Head of Customer Operations, Korea, Hong Kong &… at Alcon · Seoul

Head of Customer Operations, Korea, Hong Kong & Taiwan
Location: Seoul, Republic of Korea
Alcon are one of Korea ‘Top Employer’s’ and are the market leader in eye care globally, helping people see better through advanced surgical and vision care products and if you want to help make a difference then please join us!
Job Purpose
The Head, Customer Operation Country / Cluster will lead Customer Operations (CO) locally / in cluster and drive and support locally / in cluster the  transformation of International CO into intelligent E2E service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head, Customer Operations Region and in line with the overall CO International vision and strategy.
Major Accountabilities
Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, including all 12 sub-processes within pre-order, order and return process streams for local market / cluster
Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally / in cluster (including virtual and physical centralization opportunities)
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local / cluster aspects of the transformation plans of Customer Operations (CO) into intelligent E2E service centers and to become a more customer centric organization and execute against those plans
Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon
Have high positive impact on both internal and external associates, stakeholders and customers. Lead, develop and coach direct reports.
Execution of CO strategy, organizational design of teams and processes within market / cluster with following scope:
Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data
Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes
Non CO tasks, until handed over to respective functions, e.g. fitting advise for contact lenses to support fitting process of ophthalmologists and opticians or Vigilance Management for Vision Care (in cooperation with Medical Safety)
Own all CO processes on country / cluster level and build and foster trusting relationships between the CO functions and other local functions like: local / cluster Leadership Team, Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs
Ensure effective communications towards key stakeholders, both internal and external
Support the implementation of changes through coordination of activities with the local / cluster and shared service centre
Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers. Measures KPIs and secures that necessary corrective actions are taken.
Permanently assess and adapt relevant processes and local / cluster organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives
Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance, AGS and Com. Ops.)
Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements
Manage local/cluster CO cost centre in most effective manner without compromising service levels. Optimize resources within the multifunctional teams to support achievement of functional & company targets
Member of regional CO management Team.
Financial responsibility:
Processing of > ..... mio $< sales annually
Cost budget of >.... mio. $< annually
Efficiency plan of >....< annual net savings
Span of Control solid line reporting & Financial Responsibility: Responsible for 2 countries in a cluster
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Eligibility Requirements
No reason for disqualification on overseas business trip
Men are required or exempted from military service.

Information on returning employment documents
* All applicants, except those who pass the final round, will be able to claim the return of the submitted employment documents during the period between 14 and 180 days from the date on which employment is confirmed.
*In preparation for the applicant's request for return, we will keep the documents within 180 days after the announcement date of the final successful candidate, and the documents that have expired return period will be destroyed under the Personal Information Protection Act.
-If the application is submitted on the website or by e-mail, or if the applicant submits it voluntarily without our request, it shall not be returned in accordance with the proviso to Article 11 (1) of the Fairness of the Employment Procedure Act, and if the employment documents are destroyed due to natural disasters or other reasons not liable to us, it shall be deemed to have been returned.
*Applicants who wish to request the return of employment documents under the proviso to paragraph (1) submit a return request (Form 3 of the Enforcement Rules of the Act on the Fairness of Employment Procedures) by e-mail to the person in charge of employment and we send it to the designated address within 14 days from the date the submission is confirmed.