What You'll Do: Lead and manage the regional customer resolution team Analyze trends and implement process improvements Resolve escalated customer issues efficiently Develop policies for consistent service delivery Collaborate with cross-functional teams for seamless operations Monitor KPIs and report performance metrics
Build and maintain strong relationships with customers, acting as a key discussion partner and influencing decision-makers at tactical and strategic levels.
Ensure building MEP services operations and maintenance is in compliance with applicable codes, standards, regulations and best practices for MEP services systems and equipment.
Support the design, implementation, evaluation, and documentation of a pilot programme, contributing to the development of sustainable supported employment models and addressing identified operational gaps.
Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation, and culture of Alcon
Work closely with the Protem CMB and HR, Learning & Development on the Health Manpower Development Plan, its related fellowships, and leadership programmes for the Medical team;
Monitor the efficiency of the process, optimize and adjust regularly, supervise HR operation compliance and legality in accordance with labor laws and industry supervision mechanisms to avoid labor employment risks;
Ensure consistency of service across the three clusters while allowing for the different needs of the Research Institutes and corporate functions they support.
Work closely with the Protem CMB and HR, Learning & Development on the Health Manpower Development Plan, its related fellowships, and leadership programmes for the Medical team;