At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.

A Day in the Life

Responsibilities may include the following and other duties may be assigned:

• MiniMed Separation Readiness: Co-develop and implement the MiniMed SSC strategy including amongst others the transition to a new ERP-system process untangling design & harmonization and organizational set-up
• Operational Strategy & Standardization: Co-develop and implement shared services strategies policies and standard operating procedures to ensure a uniform customer experience
• Team Leadership & Development: Recruit train and mentor a multi-disciplinary team fostering a culture of continuous improvement and high performance
• Service Delivery Management: Oversee daily operations of the center ensuring that inquiries across various channels (e.g. phone email chat) are resolved efficiently and within service level agreements. Manage staffing levels to accommodate peak volumes and multiple time zones
• Performance Monitoring and Accountability (KPIs): Monitor analyze and improve metrics such as e.g. Customer Effort Score On-Time-In-Full and Dispute resolution
• Stakeholder Management & Collaboration: Act as a liaison between the SSC and various stakeholders (e.g. IT HR Credit & Collection CC&SC in-country teams) to align Offer-To-Invoice transactional service delivery with broader organizational goals
• Process Improvement & Automation: Identify opportunities for process re-engineering and digital transformation (e.g. using AI or RPA) to increase efficiency and reduce operational costs.

Required Knowledge and Experience:

• Leadership & Influence: Ability to engage large teams and serve as a role model. Be influential within a matrix organization; compiling a diverse stakeholder landscape from both a functional and/or cultural perspective
• Analytical Thinking: Proficiency in using data to identify trends report on risks and propose corrective actions
• Problem Solving: Able to leverage continuous improvement techniques to enhance customer experience and organizational efficiency
• Technical Proficiency: Deep understanding of Offer-To-Invoice systems like e.g. ERP (S4/Hana) CRM (Salesforce) ticketing tools and collaborative platforms
• Change Management: Ability to lead transitions supporting the organization and managing stakeholders to adapt to new ways of working and technologies
• Autonomy & Collaborative: Ability to operate with a limited level of oversight while timely and appropriately collaborating with key stakeholders across the matrix.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here