Customer Care Senior Manager – Contract Administration & Non-Contract Invoicing

Position Summary:

As a Customer Care SeniorManageryou willbe responsible fortheContract Administration & Non-Contract Invoicingcustomer care teamsin Global Business Services. You willbe responsible fordriving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of theIESBusinessin EMEA.

You will work closely with the widerThermoFisher Customer Care organization teams to ensure a great and consistent customer experience for our customers. You willbe alsoresponsible for managing team leaders and customer care team members to ensure that they are clear on rolesresponsibilitiesand priorities and that they deliver to mutually agreed goals to the highest performance standards.

What will you do

• Motivation and development of a large 50 customer care team inManila

• Day to day management of a complex customer care organization and relevant processes

• Recruit direct coach inspire team leads and team members of the customer care team in the new center to achieve and support the vision and mission.

• Set clear goals for employees to ensure prioritization of work.

• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.

• Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) forThermoFisher

• Participate in regional integration initiatives with teams acrossThermoFisher aimed at building scalable solutions for future growth.

• Manage key points of contact foridentifiedstrategic accounts

• Manage relevantSLAswith key stakeholders withinThermoFisher

• Participate as part of aThermoFisher Customer Care team to set strategy and actions to underpin goals and targets

• Responsibility for managing operational budgets.

• Foster an environment of continuous improvement within the Customer Care team

Who are we looking for

• Previousexperience of managing people and leading in a customer care environment

• Strong understanding of commercial operations processes

• Strong communicationand relationship building skills.

• Fluency of the English Language both written and verbal.

• Ability to plan work and work with a high degree of autonomy.

• Proventrack recordof influencing at senior levels and coaching experience

• Proventrack recordof meeting balanced businessobjectivesemployeeand customer and financial.

• Experience ofmanaging budgets.

• Experience ofdeveloping and implementing best practices.

AtThermoFisher Scientific each one of our extraordinary minds has a unique story to tell.

Join us and contribute to our singular missionenabling our customers to make the world healthiercleanerand safer.

ThermoFisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis ofrace color religion sex sexual orientation gender identity national origin protected veteran statusdisabilityor any other legally protected status.