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Danaher Corporation Senior Director, APAC Customer Care Operations in New Delhi, India

Job Title: Director, APAC Customer Care Operations

Job Location: Singapore, Open to other locations

Date Written: February 24, 2021

Written By: Dave McCroskey

Reporting structure – Reports to Sr Director, APAC Customer Care

POSITION SUMMARY:

The Director, APAC Customer Care Operations is responsible for the regional Customer Care business operations which includes Training, Business Development, Partner Excellence, Danaher Business system processes and various other APAC regional programs. This is projected to be a team of 7-10 Sr Program managers managing various segments of the operational business activities by year end 2021. The Director, APAC Customer Care Operations will support the strategic direction aligned with customer and business requirements for APAC in partnership with regional and sub regional (China, India, SEAK and ANZ) Customer Care leadership.

ESSENTIAL JOB RESPONSIBILITIES:

  • Direct & indirect management of the following functionals and teams – Partner excellence – ASPs & Partners, Business Development, Service Marketing & Communications, Data Analytics, Training – Partner, Internal and Customer based, DBS practices – Quality & Compliance, Partner Direct transitions and APAC regional logistics.

  • Partner with Regional leads and stakeholders to ensure customer experience within the region is timely and professional through continuous improvement and use of DBS initiatives and ensure that customer satisfaction targets are met

  • Responsible for the reporting and analysis of the APAC and Sub regional revenue targets including forecast planning analysis.

  • Manage and monitor APAC bowler and KPI metrics for all identified business activities

  • Manage and develop the APAC training strategy and training programs for APAC Customer Care, including technical and non-technical, NPI, Partner training, onboarding, refresh training, and training for new products.

  • Manage and Foster growth opportunities via service sales, Warranty expirations and contract renewals and identifying new business development opportunities in conjunction with marketing team

  • Accountable for KPI’s and initiatives to enhance business performance

  • Ensure team development, establish best-in-class organizational talent

  • Support Global operational teams as required

  • Lead the building out of channel partner enablement rigor and processes, also includes assisting in any direct model transitions.

  • Use continuous DBS, Lean, Six Sigma Principles & problem-solving to bridge the gap between company/partners/end users, with zero tolerance on compliance deviations.

  • Strict adherence to the Danaher integrity and compliance policy.

MINIMUM REQUIREMENTS:

Education or Experience (in years):

  • Bachelor’s degree with 14+ years of experience OR

  • Master’s/Doctoral degree with 12+ years of experience

AND

  • 4+ years managing people

Knowledge and skills:

  • Outstanding Communication and organizational skills

  • P&L Management above $10M revenue, demonstrating growth and cost reduction through initiatives and cross functional or matrixed influencing.

  • Experience across Customer Care value chain, including: Operations, Program/Project management, Call Center, Field Support, Repair Center, Application Support

  • Excellent customer relationship management, customer oriented

  • Ability to lead and motivate others, both within direct supervisory and matrix environments.

  • Demonstration of innovation and adaptability to further advance business operations and customer experience.

  • Is a competent leader, leads by example. Mentors and develops team to success.

  • Communicates effectively at all levels of the organization. Expresses ideas clearly and simply both verbally and in writing. Promotes timely, ongoing flow of information to others. Communicates and listens effectively to develop and maintain key business relationships.

  • Ability to work well independently and exercise appropriate judgment under general direction. Ability to take direction from multiple sources and manage conflicting priorities in an effective and efficient manner. Ability to multi-task

  • Anticipates future trends and consequences. Finds ways to forward strategic initiatives.

  • Embraces and adapts to change and demonstrates a willingness to learn. Willingness to accept flexible work schedule according to the needs of the organization

  • Creates motivating environment. Empowers others. Inspires and motivates entire organizations. Assists in building cohesive teams, bringing out the best from peers

  • Ability to persuade others. Wins concessions without damaging relationships. Ability to be both direct and forceful as well as diplomatic.

  • Understanding issues at a region level but also able to see the bigger picture relevant to organization on a global scale.

  • Inner confidence to take risks and learn from experience. Courage to grab opportunities or discontinue non value-added projects.

  • Proficient in Microsoft Office applications (i.e., Word, Excel, PowerPoint, Outlook, etc.), e-mail, web browsers and spreadsheet software. Demonstrated ability to develop expertise in ERP and CRM systems. Experience with SAP, SalesForce.com preferred.

  • Strong Command of the English language both written and spoken

Physical requirements/abilities:

  • Work in an office or remote/virtual environment

  • Valid Passport

  • Travel as required

    Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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