Prepare and present warranty performance reports, including claim costs, recovery rates, failure trends, and key performance indicators (KPIs).
Develop, implement, and enforce warranty policies, procedures, and internal controls while ensuring compliance with company standards and principal requirements.
Conduct warranty audits to ensure process accuracy, consistency, and regulatory compliance.
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Provide independent, strategic IT security and risk advisory to the Group CTO, Senior Management, Board and relevant committees to enable informed risk‑based decisions
Establish, maintain and enforce Group IT Security policies, standards, and frameworks, ensuring consistent adoption across Head Office and regional offices
Champion and cultivate a strong security and compliance culture across technology and business stakeholders
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Plan, schedule, and oversee preventive maintenance activities for production machinery, equipment, and utilities.
Ensure all maintenance tasks (PM, Machine Tolerance Check (MTC), and Condition-Based Maintenance (CBM)) are completed in accordance with established schedules and standards.
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Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
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Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
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Ensures, as required, that clinical and operational feasibility assessment of potential studies is performed to the highest quality.
Coordinates the site selection process by identifying potential sites/investigators, performing initial Site Quality Risk Assessment, and conducting Site Qualification Visits to evaluate suitability and quality risks.
Plans and coordinates applicable to local drug activities (from local purchase or reimbursement to drug destruction).
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Monitor and analyze operational metrics including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Identify and implement process improvements to enhance operational efficiency and service performance.
Drive initiatives that improve productivity, customer experience, and operational effectiveness.
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