Job Information
GE Healthcare Service Delivery Leader in Taguig, Philippines
Job Description Summary
The Service Delivery Leader manages the customer relationship to ensure customer satisfaction and Service Excellence per contract.
NOTE: This role is a client-facing role based in Metro Manila
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
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Job Description
Roles and Responsibilities
Knowledge of customer contract to ensure obligations are met
Prioritize service, assign resources and follow up on commitments
Be available for service-call escalation
Responsible for expanded customer relationships
Assure service quality via frequent customer contact and formal quality reviews
Establish, Refine and Monitor KPI performance given by the management
Oversee key inputs/outputs to proactively identify and resolve issues
Manage service incidents and escalations (root cause, awareness/escalation, communication, resolution, and action plans to prevent repeat scenario)
Oversee people, process and technology changes and required change management
Analyze voice of customer to identify improvements
Regularly advises management in the function and/or in the business. Has a supportive role in decision making about important subjects. Presents to leaders in the business solutions or functional area on functional discipline and business solutions.
Communicates with colleagues and business leaders about change of policy and implementation.
Track, analyze and drive financial performance with GEHC leadership
Implement procedures to provide quality, cost effective service
Responsible for prompt and accurate filing of expense, time and service reports, accounts payable and billing
May maintain approved parts inventory, manage vendor service delivery processes in compliance with GE policies; guarantee team takes proper care of spares, tools and test equipment and ensures calibration.
Maintain technical knowledge of current standards for safe, effective use of medical equipment through instruction.
Meet Environment Health and Safety requirements.
Other special projects as assigned by Client Leadership.
Required Qualifications
Bachelor’s degree with minimum of 10+ years of experiences of relevant work experience.
Significant prior professional work experience with demonstrated achievement and leadership in Operations/Service-oriented environment.
Travel will be required, as needed, to support the team and customers.
Desired Characteristics
Demonstrated experience in making strategic decisions, and effectively interfacing with high-level business and operations leaders
Ability to energize and lead and drive change in complex, matrix, goal-driven, team-orientated service organizations
Skilled influencer, able to communicate complex messages to others
Demonstrated experience in assessing and coaching leadership talent and promoting an inclusive/diverse workforce
Demonstrated success managing projects and/or implementing process improvement initiatives
Demonstrated analytical and clear-thinking skills; ability to identify trends and implement process improvements
Comprehensive understanding of and ability to assimilate regulatory and compliance
Demonstrated organizational skills, attention to detail, and accuracy
Excellent verbal and written communication skills – ability to present data in a clear, concise, and articulate manner and targeted for the right audience.
Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
Team oriented with a customer satisfaction mindset
Inclusion and Diversity
GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support