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Services Improvement Analyst, APAC

Apply now Job no: 609394
Work type: Permanent
Location: Sydney
Categories: Asia Pacific, Individual Contributor, Data Analytics, Process Improvement

Cochlear’s mission is to help people hear and be heard. Around the world, more people choose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping people to Hear Now. And Always.

Cochlear Asia-Pacific, the fastest growing division of Cochlear Ltd, has a direct market presence in Japan, Korea, China, India, SE Asia and Australia & New Zealand. Our implantable hearing device portfolio includes cochlear implant systems (Nucleus®) and bone conduction implant systems (Baha®).

 

Key Responsibilities

We are seeking a Service Improvement Analyst, reporting to the Services Business Operations Manager - APAC, to be based in our Sydney Office. In this role, the successful Service Improvement Analyst will have the opportunity to support the Asia Pacific (APAC) Service Operations team in championing process improvement. This role will focus on working with a variety of Asia Pacific countries to identify and execute programs to improve the overall customer and recipient experience.

Responsibilities include:

  • Lead process improvement initiatives to refine and enhance the overall customer and recipient experience.
  • Collaborate cross-culturally across APAC countries to ensure that processes are catered to relevant service models.
  • Be the subject matter expert on current systems and order-to-cash processes. Contribute ideas to improve deliverables.
  • Support any maintenance or enhancement requests within the Order to Cash cycle business processes.
  • Support system changes by ensuring they are tested, documented and approved for production use.

 

You Bring Your Skills and Experience

As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. As a regulated company, Cochlear has a responsibility to hire people with the right skills and qualifications to do the work. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:

Minimum:

  • At least 5 years’ experience in Customer Service or related Operations management experience.
  • Graduate qualifications in business, science or related degree.
  • Strong cultural sensitivity and interpersonal skill.
  • High Customer Service focus - both internal and external customers
  • Proven ability to analyse and create reports based on specific customer needs.
  • Demonstrated experience with data entry accuracy, analytical thinking and relational databases.
  • Demonstrated experience with Oracle and Salesforce is desirable.

     

In turn, you will have the opportunity to work across a diverse, challenging and rewarding set of markets. By championing process improvement within the world’s fastest growing region, you will be making a real difference to the lives of the hearing impaired. You will also have the unique opportunity to expand your knowledge and experience through regional and global career progression pathways.

                                                                                                                               

Working for Cochlear:

Cochlear is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear’s global headquarters is located on the campus of Macquarie University, Sydney, Australia to enable links to world leading hearing science research. A success story in the commercialisation of R&D, Cochlear has over 60% share of the global market, employs more than 3,500 people worldwide, operates directly in over 20 countries and sells in over 100 countries. Over 475,000 people across more than 100 countries now experience hearing as a recipient of a Cochlear hearing solution. Cochlear can offer:

  • The Work - A high impact job supporting world leading technology
  • The Organisation – A global leader in active implantable medical device hearing technology
  • The Opportunity – To make a difference to the quality of people’s lives

As a world-leader in innovative medical devices, Cochlear encourages continuous learning for employees. Visit www.cochlearcareers.com for more information.

 

How to Apply:

Please submit your resume and a covering letter detailing your suitability for this role. All applications will be considered and qualified candidates will be contacted.

 

 

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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