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Shared Service Team Leader (KL)

Apply now Job no: 615501
Work type: Permanent
Location: Kuala Lumpur
Categories: IT, Asia Pacific, People Manager

Cochlear's mission is to help more people to hear and experience life’s opportunities. 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 Malaysia provides shared services to support Cochlear's global operations. The growing team of professionals in Malaysia provides critical support in areas such as IT infrastructure and applications, development and testing, business intelligence development and support, procurement, customer service, service and repairs and returned device analysis engineering.

This is a fantastic opportunity for a Shared Service Team Lead to work in our Global IT SSC at Kuala Lumpur, Malaysia. You will be responsible to deliver effective execution of allocated activities, services and processes within agreed service levels – this includes but is not limited to activities such as order entry, service request entry, other manual transaction processing, invoicing, user acceptance testing, word processing, customer account setup and maintenance, information transactions, proactive management transactions and services, customer feedback and enquiries, troubleshooting for customers, complaint handling and project participation.

In this role you will be responsible for/to:          

  • Work with regional team to ensure the successful transfer of activities including process documentation, knowledge transfer and training delivery to up skill new hires.
  • Develop and manage team goals, work schedules and activities, and resource requirements to ensure coverage at all times.
  • Follow procedures to deliver quality work in a timely and accurate manner while identify and support the implementation of continuous improvement.
  • Proactively identify, resolve or escalate issues within shared service operations.
  • Management of direct reports based within SSC, and escalation point for SSC personnel

Why is this role right for you?

  1. Minimum of 5 years of experience in leading Customer/Corporate Shared Services teams
  2. Follow procedures to deliver quality work in a timely and accurate manner while identify and support the implementation of continuous improvement.
  3. Ability to prioritise tasks and show initiative in a dynamic ever-changing work environment.
  4. Ability to support business requirements such as work on public holidays and a range of shifts (e.g. 7am to 4pm or 11am to 8pm), with occasional weekend shift on a rotation.
  5. High proficiency with Oracle or Salesforce or similar CRM transactional systems
  6. Effective execution of allocated activities, services and processes within agreed service levels
  7. Intermediate computer skills in various software packages, including Windows10
  8. Commitment to ongoing evaluation of SSC performance, effectiveness, efficiency and customer service
  9. Experience in monitoring SSC performance based on customer feedback, metrics and assessments

This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. Be part of something purposeful and APPLY now by clicking on the link below and see your career grow!

Advertised: Singapore Standard Time
Anticipated Application Closing: Singapore Standard Time

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