Customer Operations Head Mexico

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.
- 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.
- 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.
- 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

WHAT YOU’LL BRING TO ALCON:

- University or comparable business degree Administration, Supply, Business
- English Advanced
- Experience with SAP and Sales Force
- Experience in years: 10 years
- Demostrate business acumen and time and priority management skills
- Excellent oral and written communication skills

HOW YOU CAN THRIVE AT ALCON:

- Opportunity to join a growing, early-stage organization built within a mature, stable global company.
- Friendly working environment and a diverse and highly motivated team
- Individual career development plan and possible career growth within a newly created account
- Truly international environment and daily interactions with colleagues and stakeholders from all over the world
- Attractive benefits & compensation package
- Flexible hours and remote work possibilities

Alcon Careers

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