Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?
Then come in and join our Asia-Pacific team as an Operational Excellence & Transformation Lead for CS Laboratory Solutions Asia-Pacific. As a Customer Services Operational Excellence Lead, you will play a key role in optimizing our customer service processes and workflows for Laboratory Solutions in Asia-Pacific countries to enhance service quality, increase efficiency, and drive customer satisfaction. Working closely with the country service heads, the regional and global enabling functions (Education, Project Management & Implementation, SLM, HSC and RSC), as well as with sales and finance stakeholders, you will identify areas for improvement, implement best practices, and drive initiatives to streamline operations. The role reports directly to the Head of DX CS AP.
Your tasks and responsibilities:
- You will be responsible for analyzing current customer service processes, workflows, and performance metrics to identify opportunities for improvement.
- You will be responsible for developing and implementing strategies to enhance operational efficiency, reduce response times, and improve first-contact resolution rates.
- You will collaborate with internal teams (e.g., customer support, IT, quality assurance) to implement process improvements and automation solutions.
You will establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer service operations.
- You will provide training, coaching, and support to customer service representatives to ensure adherence to best practices and standards.
- You will monitor customer feedback and satisfaction metrics to identify trends and drive continuous improvement initiatives.
- You will stay informed about industry trends, best practices, and emerging technologies in customer service operations.
As a Customer Services Transformation Lead for Asia Pacific, you will be responsible to secure achievement of FY25 DX Ambition commitments, by leading a sustainable, cross-zone/functional initiative (Transformation Plan) addressing the following 5 focus areas for Laboratory Solutions:
- Productivity: drive profitable growth by delivering CS Productivity with P&L Impact.
- Revenue: drive incremental revenue both from service and method/assay penetration.
- Customer: drive customer success and experience alongside customer services.
- People: develop workforce competencies and engagement.
- Portfolio: smoothly and successfully transition for legacy to the healthiest portfolio.
To find out more about the specific business, have a look at https://www.siemens-healthineers.com/
Your qualifications and experiences:
- You hold a bachelor’s degree in business administration, engineering, operations management, or related field.
- You have proven experience (5+ years) in customer service operations, process improvement, or operational excellence roles.
- You are proficient in process mapping, root cause analysis, and continuous improvement methodologies (e.g., Lean, Six Sigma).
- You have experience with customer relationship management (CRM) systems and customer service software is preferred.
- Certification in Lean Six Sigma, Process Improvement, or related areas is a plus.
Your personality and skills:
- You have strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
- You have excellent project management skills with the ability to manage multiple projects concurrently and drive results.
- You have excellent communication, collaboration, and interpersonal skills with the ability to work effectively across all levels of the organization.
Our global team:
We are a team of 71,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.
Our culture:
We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.
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