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Customer Service Manager

Taguig City, National Capital Region 1633
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Customer Service Manager


Taguig City, National Capital Region, Philippines

Requisition #:


Post Date:

Nov 16, 2021

**Careers That Change Lives**

Bring your talents to an industry leader in medical technology and healthcare solutions were a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.

Join us for a career in sales that changes lives.

**A Day in Life**

The Customer Service Manager role is a Diabetes process expert specific to US Diabetes 24 Hour Tech Support, possessing the highest level of leadership competencies, a champion of the Medtronic Mindset culture and a consistent enabler of Operational Excellence. A Customer Service Manager has a strong business acumen focusing on both industry-specific knowledge skills and strategic thinking. This role is responsible to creating sound business judgment and predicting contingent outcomes from a diverse perspective.

The Customer Service Manager will primarily act as the Strategic Executor of business directions for the team to sustain a high-performing and motivating work culture in the Manila Tech Support with 70% strategic responsibilities where he/she will establish. In this role, he/she will be responsible to understand the complete business ecosystem including executing strategy, the integration of internal operations to deliver the value proposition, Call Center Management - volume and capacity trends, customer needs and segments, and competitive analysis. He/she is expected to be adept in the current and possible future trends affecting the team he/she is managing and the organization that it belongs to, 24 Hour Tech Support.

One of the critical responsibilities of a Customer Service Manager is to communicate the business priorities and the drivers of customer value, together with the key decisions that will impact in short and long term. He/she is responsible to develop and execute strategies and lead the necessary innovation and changes that creates a differentiated service from Manila Tech Support and Manila Shared Services, ensuring that all key business goals are met or exceeded all the time.

The Customer Service Manager will be responsible to connect with Diabetes (Americas) Manila Shared Services teams strategic partners to enable the seamless flow of handovers in the Manila Tech Support. This role will also be exposed to US Diabetes-wide initiatives and will potentially play a role in programs/projects that involve cross-function partners from US.

A strong indicator of success is for this role is the ability to effectively drive strategic direction for Manila Shared Services team, sustaining the value that it delivers to the region and the Commercial team.



+ Leads a maximum of 5-6 teams with a max of 1:20 ratio

+ Create the venues for tactical and operational leadership and coaching.

+ Manages business driven activities.

+ Highly independent and consults the Immediate Manager and / or up to 2 levels up on plans and strategies.

+ Participates in the development of US Diabetes strategy to meet the needs of the businesses go-to-market approach and services to patients; not limited to Tech Support i.e. Startright etc.

+ Accountable for the retention of existing staff in Manila, acquisition and development of future staff to meet the needs of the US Diabetes business, including selection, goal setting, feedback and coaching

+ Accountable for day to day helpline service levels and driving strategy in action to improve care and patient experience.

**Organizational Impact**

+ Plans and establishes the holistic goals and strategies priorities of the team.

+ Implements policies and drives the tactical work to execute strategies.

+ Accountable on decisions directions for Call Center Management to ensure we meet or exceed Service Level Agreement through the Reporting and Analytics team on Capacity Planning.

+ Creates plans and budgets funds for team engagements.

**Leadership Talent Management**

+ Provides the highest level of Customer Service, internally and externally, concerning the service offerings in Manila Shared Services team for Manila Tech Support (i.e., Technical Support, call center management, back-office support such as Solutions, Patient Outreach and any other services / Businesses that will be enabled and transitioned to Manila).

+ Responsible for the management of Supervisors and/or Sr Supervisors within the Customer Service team, including goal setting, feedback and coaching, performance management, development planning.

+ Supports the delivery of committed goals of the team being managed, including attainment of highest quality standards on the teams output.

+ Collaborates with Sr Manager and Sr Supervisor to develop strategies to improve team metrics and performance.

+ Plans and funds the initiatives to support the improvement of the teams Organization Health Status.

+ Performs coaching and mentoring to Customer Service Sr Supervisors and/or Supervisors on a regular basis.

+ Supervises Customer Service Sr Supervisors and/or Supervisors.

+ Accountable on Clusters performance management, rewards and recognition, and development planning of the team

**Innovation Complexity**

+ Responsible for the MNL Tech Support strategies that will enhance the teams effectiveness and efficiency including synchrony between multiple job areas/teams managed.

+ Proposes modifications to functional operating policies and day-to-day processes. Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem.

+ Designs strategic key initiatives to be deployed in his/her process managed.

+ Oversees all the transition of new scope to Manila Tech Support regardless of the size.

+ Collaborates with Sr Manager and the TQA leader on creating strategies to support addressing process inefficiencies in Manila Tech Support.

+ Work collaboratively with US stakeholders to drive revenue growth and improve operational processes and reducing overall business costs, meet/exceed Net Promoter Score.

+ Work within and actively promote Medtronics Mission, corporate strategies, policies, procedures and Code of Conduct.

+ Comply with Medtronics Finance and Legal policies and procedures, respond to both Internal and External Audit enquiries in a timely manner, and ensure follow-up on Action Items to address Audit recommendations.

+ Plan, design and deploy new product launches and ensures SOP, DOP, Timelines are met

**Communication Influence**

+ Key lead on strategic cross-function partners, internal and external Stakeholders; answers escalations related to the service levels of US Diabetes within Manilas watch.

+ Champions and enables strong partnership with the cross-function teams leading process improvement discussions.

+ Leads QBR/ABR reviews with key stakeholders and cross function partners.

**Must Have: Minimum Requirements**

+ Bachelors Degree is required

+ Minimum of 5 years relevant experience, or Advanced Degree with a minimum of 3 years prior relevant experience.

**Nice to Have:**

+ Minimum 10 years of People Management experience with minimum 5 years oof managing large-scale teams

+ Minimum of 5-year experience in Tech Support, Customer Service or combined in a Call Center set up.

+ Inclined experience on Call Center Management minimum of 5 years work experience including knowledge on Capacity Planning, Forecasting, Scheduling

+ Knowledgeable in SAP, CISCO, Verint, Avaya Sitebuilder is an advantage

+ Knowledge and experience of Lean and Six Sigma Methodologies; one Green Belt project completed is an advantage.

+ Intermediate skills in reporting via Excel; Advanced in creating sound Power Point presentations.

+ Able to speak confidently in large audience able to convince, inform effectively and influence.

+ Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships.

**About Medtronic**

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.


Posted: 2022-03-08 Expires: 2022-06-06
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