Customer & Recipient Services Process Analyst
Cochlear is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear Asia-Pacific, the fastest growing division of Cochlear Ltd, with continued year on year growth of over 20%, has a direct market presence in Japan, Korea, China, India, SE Asia and Australia/NZ.
We are currently seeking a services process improvement specialist to establish a "centre of excellence" in Customer Service across the Asia Pacific regions and through analysis, identify and execute programs to improve the overall customer and recipient experience. The ability to identify and lead process improvement initiatives will be key and require a culturally savvy leader to work with peers within the Asia Pacific rim to drive best practice and consistency.
In this role you will become an "expert" in Order to Cash processes, in particular around Customer Service order entry processes (in Oracle), as well as providing expertise in analysis in relation to online channel usage throughout APAC region, developing and maintaining appropriate metrics in order to identify opportunities to move more transactions online and work with CAP businesses to increase adoption.
This role is critical in Identifying process improvement opportunities. You will use your knowledge of processes to propose next process improvements with business innovation and stakeholders' teams and use data driven approach to justify what improvement will deliver.
Ideal candidates will have previous customer service experience and proven experience in process Improvement experience focused on Customer Service processes. You will also possess six sigma (green belt minimum) qualifications and have strong communication skills with the confidence in presenting and facilitating.
Ideally you will also be proficient within Oracle 11i or 12 application suite and experienced with web and eCommerce applications and have previous experience working with globally dispersed teams OR with Asia Pacific teams.
This role has a high visible and impact role within Asia Pacific and with it comes the opportunity to work as part of a global project set to improve operational efficiencies, customer experience and build the platform for the future.