Job Description SummaryIndia and South Asia (ISA) Service Delivery Manager is responsible for the definition, establishment and execution of the service delivery strategy and providing service delivery leadership across ISA to ensure customer satisfaction, problem resolution, revenue generation, process improvement, optimization, simplification and compliance to laws and regulations through the coordination of resources and efforts among and between multiple customer and GE functions / teams.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Roles and Responsibilities:

Definition and execution of the ISA Service Delivery Strategy

Leading service delivery team to deliver excellence in “wing to wing” service processes focused on customer needs, process standards, quality and productivity in alignment with LCT leadership

Driving Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, Quality and Compliance Programs, Capacity and Workforce Planning Initiatives, Field Efficiency Improvement Programs, Service Tool Management Processes

Coordinating SMax deployment in ISA together with International SMax teams.

Driving establishment of the required operational processes and infrastructure, and leading digitization in alignment with International Service Team

Monitoring and improvement of key service performance indicators

Ensuring compliance to quality and regulatory requirements

Driving projects for service delivery performance improvement

Monitoring and improvement of service delivery productivity

Optimizing the utilization of service resources

Driving resource, capacity and capability development and alignment strategies

 

Qualifications & Experience:

Bachelor’s Degree with 15+ years of overall experience

Should have at least 5+ years of operational or program management experience in service, technology or operations, preferably in Healthcare Business

Minimum 10 years of progressive work experience in business environment

Strong analytical and quantitative skills

Experience on statistical and/or data management tools

Excellent verbal, written, and communication skills

Demonstrated ability to motivate others and achieve results

Change agent with strong credibility and influence in the organization

Customer-focused in defining quality and establishing priorities

Proficient in the soft skills necessary to be an effective program manager

Proven leadership and effective decision-making capabilities

Ability to monitor and manage critical path elements of consolidated projects

Ability to make executive level presentations (internal and external)

Demonstrated experience in leading multicultural and remote teams

 

Preferred Qualifications:

Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools

Knowledge of ISO 13485 and CE Mark requirements

 

Inclusion and Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

 

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

 

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

 

Disclaimer: GE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare.  If you suspect you have received a fraudulent call , please fill out the form below: https://www.ge.com/careers/fraud

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Additional Information

Relocation Assistance Provided: Yes