Sr. Service Business Process Manager, APAC

Position Summary

This is a key position within the Asia Service Leadership Team supporting the direct markets in the Asia Pacific region. It requires excellence in collaboration across multiple cultures cross-functional teams and integration with other regional counterparts and global Services enablement teammates to achieve goals. This position leads efforts related to business system enhancement process improvement organizational design consulting and project management of initiatives with the primary purpose of supporting teams to be more effective in service of customers and increasing value-add over non-value-add through targeted strategic initiatives and oversight of regular process improvement activities. As with all leadership positions this individual must embody the culture of Intuitive and be a model of the individual and leadership expectations of the company.

Roles and Responsibilities

Lead strategic projects and initiatives focused on refining organization productivity and efficiency across the Customer Service Field Service Technical Support Digital Support Sterile Reprocessing Support and other teams within the Service department and in line with regional annual objectives.

Regularly assess the health of processes measuring and analyzing proactively to discover and recommend opportunities for improvement to reduce waste and improve team effectiveness.

Provide oversight and verification of simple kaizen activities across the region providing guidance and support when needed to individuals across the team.

Take initiative to enhance understanding of process improvement fundamentals across all team members through trainings presentations demonstrations and facilitating best practice sharing and recognition.

Maintain understanding of core processes and business systems and market nuances across the region to drive greater standardization consistency repeatability and sustainability.

Champion efforts to enhance business systems representing regional and local requirements while considering global implications and opportunities for standardization.

Act as primary liaison between the APAC region and other regional partners and global stakeholders maintaining good relationships and facilitating meetings workshops and learning sharing opportunities between colleagues and business users.

Maintain good relationships and work closely with other key department members such as analytics IT finance quality sales and marketing; looking for opportunities to leverage and support each other to achieve objectives.

As needed support the creation of user requirements functional specifications and test plans validation and/or acceptance testing creation and maintenance of standard operating procedures operational and business system training for end users and other activities related to the introduction of a new system or process enhancement.

Regularly report to Asia Service Leadership Team about activities progress challenges and

opportunities.

Qualifications :

Bachelors degree required Masters degree in relevant field preferred.

5 years of experience in process improvement project management or Customer Service required.

Very strong understanding of CRM systems (SAP Salesforce etc.) required.

Very strong understanding of ERP business systems (SAP Oracle etc.) required

Experience working with EDI RPA and business analysis tools (SAP BI Tableau etc.) strongly preferred

Lean Six Sigma black belt certification preferred.

Advanced capability in Microsoft Office strongly preferred.

Advanced capability in project management tools (SmartSheet Visio etc.) strongly preferred

Able to work independently manage a project and coordinate tasks with various persons in a cross functional team effectively is necessary

Excellent understanding of Sales Finance Manufacturing Logistics Quality and Regulatory business processes

Strong business acumen analytical thinker initiative in decision making; ability to multi-task and adapt to change without losing focus of prioritize.

Excellent interpersonal and communication skills.

Fluent in English; other Asian languages a plus.

Familiarity of O.R. protocols anatomic terminology and knowledge a plus.

Willing to travel up to 40% (including international travel)

Based out of one of the APAC region offices with regular onsite presence when not traveling

:

Occasional overseas travel required

Remote Work :

No

Employment Type :

Full-time