Flow Business Manager

• Job description
  Operation manager must demonstrate – Technical & Industry knowledge, Customer handling, Communication, People management and coaching skills, Strategic Thinking, Analytical skills, Ownership and dependability, collaboration across functions. He / She will be the nodal point for all operational issues within region. Operation Manager is a ambassador for driving Quality within region
  Your role:
• Ensure high level of customer satisfaction, measured through NPS results. Hot alert handling in line with target.
• Ensure proactive customer escalation, resolution and effective management of all customer issues.
• Need to support field team for improving True reachability for eligible systems.
• PM / CM / FCO / Installation management.
• Monitoring daily customer call management call for extending field support.
• Need to drive for ensuring education program for field team to ensure 100% adherence to the quality standards.
• FCO Management: Drive to ensure Zero FCO Overdue : KPIs: Overdue FCO No.s.
• Tools management: KPIs: No. of tools under Compliance on Calibration / update on shared drive & reporting.
• Service Call Reports Management: KPI: No. of Service Reports Meeting Compliance
• Planned Maintenance management: KPI: No. of PMs No-Overdue.
• Collaboration with Parts team for all logistics matter.
• Operational support to ASP and Direct team for all field support activity.
• ISO / Regulatory Audits: KPIS: No. of Non-Confirmatory Reports (NCR). Carrying out cross region & ASP audits.
• Single point contact for all operational activities in region. Also need to represent region at country level for all regional ask for any issue / support required.
• Organize regular meetings with Territory / ASP for operational reviews and highlight customer escalations / focused area.
• Operational excellence drive – NPS / Response rate / Call TAT / Part forward and reverse logistics TAT / Consignment Stock.
• Ensuring personal acceptability by the customer in appearance and behaviour in accordance with Philips Health Systems policy and targets.
• To conform with Philips Health System safety standards including Patient safety, health, safety and security regulations and strict adherence to General Business Principals.

You're the right fit if:

• Min 7-8 Years of work experience in channel management and operation.
• Any Graduate - Full Time
• MBA/PGDM - Preferred.
• Strong experience with monitoring products,

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.
Indicate if this role is an office/field/onsite role.
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.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.