Identify opportunities to streamline business rules, policies, and operational processes to improve efficiency.
Drive harmonisation initiatives such as but not limited to billing systems, customer notifications, operational channels, and customer experience.
Analyse frontline, customer, and operational channel insights to identify gaps, pain points, and opportunities to enhance customer experience and operational effectiveness.
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Manage and coordinate resolutions of change requests and/or projects that may involves system enhancements and training requests
Manages mid-level management clients, company management and project team expectations for agreed upon project performance by obtaining and providing project metrics. Recommends and implements changes or alternate paths based upon performance and metrics.
Develops and makes presentations that could lead to expanded business opportunities. Participates in proposal efforts and sales calls to enhance opportunities for future business deals with client.
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Responsible for implementation of localisation projects by working closely with key stakeholders like R&D, PPD, Global product management, Group Sourcing, factories and business commercial team. Work closely with the global product management function to localise the global portfolio into the region.
Provide all the required product applications, features, benefits & business case inputs during the product localisation project process and support the execution in a timely manner; provide product technical support and product care to the country's sales team as a go-to resource for product-related questions
Develop overall new product launch package including all the product & marketing related materials by collaboration with cross functions
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Develop a deep understanding of the company's solutions to effectively address client queries, provide technical recommendations, and drive innovation in solution delivery.
Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring client satisfaction throughout the project lifecycle.
Identify potential risks and issues that may impact digital solution delivery and proactively develop contingency plans to mitigate them.
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• Act as the primary technical liaison between business stakeholders, clients, software developers, robotics teams, electrical/electronics teams, UI/UX teams, and external suppliers.
• Gather and analyse business, operational, software, hardware, and integration requirements and translate them into clear technical specifications, user stories, system flows, and development tasks.
• Own the product backlog and technical priorities across multiple projects, including features, integrations, maintenance work, bug fixes, dependencies, and delivery milestones.
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Manage the triple constraints—scope, schedule, and cost—while maintaining a primary focus on quality and building strong customer relationships
Manage scope creep, change management, anticipate risk and maintain up to date risk register, plan and execute risk mitigation plans
Host monthly governance call with the senior management and provide a high-level of visibility on the project KPI’s including resource plan, schedule progress, cost to complete, risk etc
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Assist practices with all aspects of implementation, training, operation, applications, and problem resolution on all veterinary diagnostics products.
Schedule and implement system installation customer training – complete checklist
Responds to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings to improve product performance
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Provide accurate effort estimation for each fix or change request, and flag early, with clear, valid justification to the client, whenever additional budget is required before proceeding with further work.
Track budget consumption against each client's approved support budget and manage the client approval process for any additional budget needed.
Ensure tickets are investigated, estimated, and always completed within the agreed SLA and within approved budget.
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