Customer Care Manager GEM

3 weeks ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
Job Summary

We are seeking a highly skilled Customer Care Manager to lead our Growth Emerging Markets team. As a key member of our customer service team, you will be responsible for designing and executing customer care strategies, supervising customer care teams, and ensuring compliance with company standards.

Key Responsibilities
  • Lead local customer service teams to ensure consistent delivery of world-class service.
  • Oversee daily regional customer care operations, including order-to-cash processes, compliance with standard operating procedures, regulations, and policies.
  • Lead export customer service activities, supporting worldwide distributors, and working with internal stakeholders to ensure flawless end-to-end order-to-cash processes.
  • Drive standardization across Growth Emerging Markets to deliver a unified customer service experience across the region.
  • Leverage opportunities for customer service automation technologies to drive best practices and yield best results.
  • Oversee the operations within customer service, including directing, developing, and implementing systems that produce highest quality customer service in the most cost-effective manner.
  • Facilitate cross-functional teams toward consensus on optimal E2E solutions, focusing on customer improvement activities.
  • Oversee daily operations of departmental policies, procedures, and tactical operations.
  • Support audits and respond to audit findings.
  • Maintain SOX compliance across the region.
  • Oversee processes related to consignments, sales rep assigned inventory returns, complaints, special programs, and field actions to ensure timely completion and compliance.
  • Assist staff with questions concerning BSC procedures/policies and any special issues that may arise.
  • Facilitate problem-solving, coach, and develop teams on all aspects of customer service to ensure superior level of quality customer service.
  • Direct the management of staff, including workforce planning, recruitment, skill and performance assessment, workload distribution, training, compliance, professional development, and corrective action.
  • Evaluate team performance to manage the achievement of goals and reduction of errors. Establish and implement business process improvement plans based on metrics and internal and external feedback.
  • Assure compliance with all related standard operating procedures (SOPs), government regulations, and corporate and site policies.
  • Align team SOPs with Corporate SOPs. Conduct reviews of team SOPs and work instructions and update for current accuracy.
  • Manage pertinent internal and external communication about customer service team performance, BSC products, etc.
  • Lead the GEM customer care financial budgets, planning, resourcing/capacity requirements, cost-saving programs, and regular financial updates throughout the region.
  • Initiate processes to capture and investigate customer complaints to ensure appropriate corrective actions are taken.
  • Act as the subject matter expert for customer care activities across the region.
  • Lead customer care optimization projects across the region.
  • Collaborate with other customer fulfillment center and BSC groups to plan and execute superior level of overall customer service.
  • Work closely with supervisors and human resources to address performance gaps. Deliver employee performance appraisals and succession planning.
  • Minimum of 25% international travel required.
Quality System Requirements

In all actions, demonstrate a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

For those individuals that supervise others, the following statements are applicable:

  • Assure that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
  • Establish and promote a work environment that supports the Quality Policy and Quality System.
Management Requirements
  • May lead a group or team of employees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports and if applicable drive those practices throughout their organization.
  • Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
  • May direct and control the activities and budget of one or more functional areas, divisions, product groups, projects/programs, and/or operations.
  • Monitor and ensure compliance with company policies and procedures (e.g., federal/country and regulatory requirements).

  • Customer Service Leader GEM

    3 weeks ago

    Dubai, Dubai, United Arab Emirates Talent Pal Full time

    Job Summary:As a Customer Care Manager GEM at Boston Scientific, you will be responsible for designing and executing customer care strategies, supervising customer care teams across growth emerging markets, and coordinating transformational changes to ensure a unified customer experience.Key Responsibilities:• Lead local customer service teams to ensure...

  • Customer Care Manager

    4 weeks ago

    Dubai, Dubai, United Arab Emirates Dubai Holding Full time

    Roles and ResponsibilitiesThe Customer Care Manager will oversee the day-to-day activities related to the operation of the Unified Contact Centre for digital channels such as email, chat, and social media. This includes managing and directing the team to ensure prompt, courteous, and accurate responses to customers.Develop and maintain knowledge management...

  • Customer Care Manager

    3 weeks ago

    Dubai, Dubai, United Arab Emirates Dubai Holding Full time

    Roles and ResponsibilitiesThe Customer Care Manager will oversee the day-to-day activities related to the operation of the Unified Contact Centre for digital channels such as email, chat, social media, etc. This includes managing, organizing, and directing the activities of the team to ensure prompt, courteous, and accurate responses to customers.Develop...

  • Customer Care Operations Manager

    3 weeks ago

    Dubai, Dubai, United Arab Emirates Dubai Holding Full time

    Job SummaryAs a seasoned Customer Care Operations Manager, you will be responsible for leading the day-to-day activities of the Unified Contact Centre, ensuring seamless service delivery across digital channels. Your expertise in knowledge management, complaint handling, and team leadership will be instrumental in driving customer satisfaction and...

  • Business Process Analyst GEM

    4 weeks ago

    Dubai, Dubai, United Arab Emirates Talent Pal Full time

    Job SummaryWe are seeking an experienced Business Process Analyst with a strong background in AGILE/Scrum methodology and good knowledge of Supply Chain processes to join our team. As a Business Process Analyst GEM, you will be responsible for eliciting business/user/system requirements, ensuring coverage of system requirements working together with product...

  • Care Manager

    4 weeks ago

    Dubai, Dubai, United Arab Emirates ClickJobs Full time

    Job DescriptionAt ClickJobs, we are seeking a skilled Care Manager to join our team. As a Care Manager, you will play a vital role in providing care coordination and linkages with services to improve access to and utilization of care. Your responsibilities will include providing care coordination, linking patients to community resources, and assisting with...

  • Data Manager

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Job Summary:GEMS Wellington International School is seeking a highly motivated and organized Data & Exams Manager to join their team.The successful candidate will be responsible for leading the planning, development, and delivery of student data tracking and reporting.They will work closely with the Vice Principal, Deputy/Assistant Headteacher to manage data...

  • Care Coordinator

    4 weeks ago

    Dubai, Dubai, United Arab Emirates Somerset NHS Foundation Trust Full time

    Job Title: Care NavigatorJob Summary: We are seeking a skilled Care Navigator to join our team at Somerset NHS Foundation Trust. As a Care Navigator, you will play a vital role in ensuring that patients receive the best possible care and support.Key Responsibilities:Provide high-quality patient care and support, working closely with healthcare professionals...

  • Visionary Educational Leader

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    About the Role:We are seeking a highly skilled and dedicated Headteacher to join our team at GEMS Education. As a visionary educational leader, you will be responsible for driving school improvement, promoting excellence, and ensuring opportunities for all students.Key Responsibilities:Lead by example, possessing real gravitas and presence within the school...

  • Strategic Communications Lead

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Key ResponsibilitiesAs a key member of the GEMS Education team, you will play a pivotal role in developing and implementing internal and external communications strategies to promote the GEMS brand and its schools in line with the company's business strategy in MENASA.Develop and implement corporate communications plans and strategies to meet corporate...

  • Marketing Director

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Key Responsibilities:As a Marketing Director at GEMS Education, you will be responsible for establishing and managing short and long-range goals, KPIs, and objectives to ensure achievement of business objectives. This includes liaising with GEMS Marketing support functions as an enrolment subject matter expert to drive content and targeting strategies to...

  • Critical Care Medicine Specialist

    3 weeks ago

    Dubai, Dubai, United Arab Emirates CareerLink HR Full time

    Job SummaryCareerLink HR is seeking a highly skilled Critical Care Medicine Specialist to join our team. As a Critical Care Medicine Specialist, you will be responsible for providing patient-focused care and ensuring optimal clinical outcomes in the intensive care unit.Key ResponsibilitiesProvide high-quality patient care and ensure compliance with clinical...

  • Senior Health Care Operations Manager

    3 weeks ago

    Dubai, Dubai, United Arab Emirates InterSystems Full time

    Health Care Operations Management RoleWe are seeking a highly skilled and experienced Health Care Operations Management professional to join our team at InterSystems.About the RoleAs a Health Care Operations Manager, you will be responsible for managing and implementing large-scale ERP/HIS projects, working closely with health care professionals to...

  • Academic Support Staff

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Key ResponsibilitiesAssist teachers with lesson preparation and delivery, ensuring a smooth and engaging learning experience for students.Supervise small groups of children during activities, providing guidance and support as needed.Prepare and maintain a safe and organized classroom environment, adhering to GEMS Education's high standards.Photocopy...

  • Customer Service Representative

    3 weeks ago

    Dubai, Dubai, United Arab Emirates Sharaf DG LLC Full time

    Job Summary:As a Customer Care Executive at Sharaf DG LLC, you will play a vital role in ensuring seamless issue resolution and accurate documentation for our customer care teams. Your administrative support will be instrumental in managing customer inquiries and resolving issues to ensure customer satisfaction within the agreed TAT.Key Responsibilities:1....

  • Senior Sales and Marketing Leader

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Job Requirements:As a seasoned sales and marketing professional, you will be responsible for driving business growth and development in a results-driven environment.We are seeking a highly motivated and experienced individual with a strong background in sales and marketing to join our team at GEMS Education.The ideal candidate will have a minimum of five...

  • Critical Care Specialist

    3 weeks ago

    Dubai, Dubai, United Arab Emirates RTC1 Recruitment Services Full time

    Job Summary We are seeking a highly skilled and experienced Critical Care Specialist to join our team at the Critical Care Resuscitation Unit (CCRU) at the University of Maryland Medical Center R Adams Cowley Shock Trauma Center. As a Critical Care Specialist, you will work in a fast-paced, dynamic environment providing high-quality patient care to...

  • Elderly Care Nurse

    3 weeks ago

    Dubai, Dubai, United Arab Emirates Malaak Full time

    About the RoleWe are seeking a skilled DHA Nurse with expertise in elderly care and a passion for training and developing a caregiving team.Key ResponsibilitiesElderly Care: Provide compassionate in-home nursing care to elderly clients, including medication administration, monitoring vital signs, and managing chronic health conditions.Patient and Family...

  • School Leadership Position

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Key Responsibilities:As a High School Principal at GEMS Education, you will be responsible for embracing and encouraging the ethos and standards of excellence as defined in the GEMS Core Values. You will support the HOS/ELT/SLT in implementing all staff-related policies, providing advice on staff needs and views through regular updates.Key...

  • School Leadership Executive

    3 weeks ago

    Dubai, Dubai, United Arab Emirates GEMS Education Full time

    Job DescriptionKey Responsibilities:Embracing Excellence: Foster a culture of excellence by upholding GEMS' Core Values.Staff Support: Collaborate with the Head of School, ELT, and SLT to implement staff-related policies and provide regular updates.Meeting Coordination: Assist in drawing up meeting agendas, follow up on action points, and facilitate...