Sr. Manager, Customer Service (order-to-invoice)

Alcon

Selangor, Malaysia
Order-to-invoice (oti) processes
Customer operations (co) management
Cross-functional team leadership
Lead Customer Operations for local markets in AGS, driving transformation into intelligent E2E service centers to enhance customer experience and provide innovative services

Job Summary

  • Lead Customer Operations for local markets in AGS, driving transformation into intelligent E2E service centers to enhance customer experience and provide innovative services.
  • Manage AGS teams and operations, driving operational efficiencies and continuous improvement by implementing organizational structures and processes, including virtual and physical centralization.
  • Execute CO strategy, manage the OTI process streams (pre-order, order/delivery, return/credit note), and ensure compliance with quality, regulatory, and legal standards.

Matching Summary

Lead Customer Operations for local markets in AGS, driving transformation into intelligent E2E service centers to enhance customer experience and provide innovative services.

Skills & Requirements

Must-have

  • Order-to-Invoice (OTI) processes
  • Customer Operations (CO) management
  • Cross-functional team leadership
  • Process optimization and automation
  • Stakeholder management
  • Continuous improvement initiatives

Nice-to-have

  • Driving a brilliant customer touch point culture
  • Championing progress and acting with speed
  • Fostering an inclusive and diverse culture
  • Transforming into intelligent E2E service centers

Key Requirements

  • 3-5 years proven leadership experience
  • Strong business acumen
  • People management expertise
  • Functional expertise in OTI
  • Experience in change management
  • Experience in project management
  • Experience managing multiple countries

Work Rights

Not specified

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