AddressCareers that Change Lives
The purpose of this role is to lead a Product Support Service Team in Watford UK, supporting our patients and business partners across Europe.
You will be responsible for People, Processes, and Performance and will work directly with the local and regional Leadership Teams to ensure your team are engaged and have the tools, resources, and support they need, to provide a best-in-class Customer Experience.
- Plan, design and execute operational changes in inbound and outbound calls, administrative, and customer-facing aspects of Patient Care Service.
- Strive to improve team and operations performance by overseeing the implementation of digital technology.
- Maintain and develop a process library and documented procedures database.
- Supply accurate forecast, annual and longer-range operational plans.
- Use insight into customer behaviour and lever operational efficiency to achieve KPIs.
- Anticipate, recognise, and clearly define problems using various techniques to systematically analyze/weigh alternatives and propose solutions.
- Initiate and/or support implementation and business projects on a local level.
- Deliver briefings (Grade of Service hurdles) and help Hub Manager in preparing the weekly / Monthly / Quarterly Plan-Do-Review meetings.
- Work hybrid (2 days office).
- Leadership Experience in a Call/Service Centre
- Computer literacy in MS Office suite
- Experience implementing process improvement
- Demonstrated operations management, including shift and workflow design, demand-capacity modelling, productivity and process improvement, grade of service management
- Communicate and report upwards effectively, including preparation of budgets and change requests steaming from clear business needs
- Fluent in Spanish and/or Portuguese
- Skilled user of SAP platforms
- Experience as Manager of Operations and Customer Support center within an international environment with a matrix organisation
- Practised in successfully shaping, implementing, and directing proactive customer contact
We offer a competitive salary and benefits package to all our employees:
- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone/Skills Lab
- Employee Assistance Program and Recognize! (our global recognition program)
Our Commitment
Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.
About Medtronic
Bold thinking. Bolder actions. We are Medtronic.
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day.
When joining Medtronic, you’ll become part of a company that is recognised as a Top Employer for 2022 in multiple countries throughout Europe. Every day we strive to engineer the extraordinary all the while delivering excellent employee experiences and practices benefitting you and your career. Read more about Top Employers.
Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.
In everything we do, we are engineering the extraordinary.
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