Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. Our mission is to help more people to hear.
Purpose:
The Operations Manager will play a pivotal role in enhancing the overall service experience for our patients and healthcare professionals across South Asia. This position is designed to ensure that our operational processes are not only efficient but also aligned with our commitment to delivering exceptional customer service.
The primary focus will be on:
1.Customer-Centric Operations: Develop and implement strategies that prioritize the needs of our patients and professionals, ensuring that every touchpoint reflects our dedication to quality care and support.
2.Process Improvement: Analyze existing operational workflows to identify areas for enhancement. Leverage data-driven insights to streamline processes, reduce costs, and improve service delivery efficiency.
3.Cross-Functional Collaboration: Work closely with internal teams—Operations, Finance, Logistics, and Marketing—as well as external partners, including sales teams and service providers. Foster strong communication and collaboration to align goals and optimize the customer journey.
4.Service Excellence: Drive initiatives that elevate the service experience for our customers. This includes refining the order-to-cash process, enhancing service and warranty support, and introducing innovative service ideas that empower our sales teams and resonate with our end customers.
5.Continuous Improvement Mindset: Cultivate a culture of continuous improvement by encouraging feedback, measuring performance, and implementing best practices. Stay abreast of industry trends and best-in-class service models to ensure we remain competitive and customer-focused.
In summary, the Operations Manager will be instrumental in shaping a service-oriented operational framework that not only meets but exceeds the expectations of our diverse stakeholders, ultimately contributing to the success and growth of our organization in South Asia.
Accountability 1:Optimize the end-to-end operations ofwarehouse
·Conduct thorough assessments of existing warehouse operations with PISPL to identify pain points and inefficiencies.Develop a roadmap for process enhancements focused on imports and inventory management, leveraging best practices and insights gained from PISPL.
·Establish clear performance metrics for supply chain vendors, including delivery timeliness, accuracy, and service responsiveness. Implement a structured vendor evaluation process that includes regular performance reviews, compliance checks, and feedback mechanisms to inform selection and contract renewals.
·Conduct a comprehensive analysis of inward and outward freight costs associated with CIN, identifying key drivers and areas for potential savings. Collaborate with PISPL to develop strategies that optimize freight operations, such as consolidating shipments and negotiating better rates with carriers.
·Lead and manage both short-term and long-term process improvement initiatives in collaboration with the PISPL team, focusing on tangible outcomes. Provide training to team members on new processes, tools, and best practices to ensure successful implementation and sustainability of improvements.
Accountability 2:Optimize the end-to-end operations ofcustomer service
·Work closely with the BDO CS team to co-develop and implement process improvement initiatives that enhance efficiency.
·Identify and implement strategies to streamline service and repair processes, reducing turnaround times and increasing customer satisfaction.
·Develop and implement monitoring systems to track warranty costs, identifying trends and areas for potential savings.
·Implement tracking mechanisms for FOC issuance to analyze trends and identify any anomalies, enabling proactive management.
·Conduct periodic reviews of performance data to assess the impact of process improvements and adjust strategies as needed.
Manager of people:
Team Role (Manager of outsourced employees):
·Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others
·Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking
·Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.
·Contribute ideas on systems and process methods to improve deliverables.
·Demonstrate active involvement in the implementation and improvement of relevant quality procedures.
·Attract, develop and retain the best team to deliver Cochlear’s current and future business objectives, for example, by:
oEnsuring clarity of expectations for individuals and team
oProviding regular feedback on performance
oProviding coaching for growth and success to build individual and team capability
·Demonstrate due diligence commitment to workplace health and safety through active involvement and implementation of Cochlear’s WHS and Injury management procedures.
Required Skills:
Desired Skills
Key competencies required:
Ideal:
Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.
If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.
#CochlearCareers
How we recognise your contribution
We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.
At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential.