Manager, Customer Service

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description About Thermo Fisher Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com. As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. About Customer Support Center At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Customer Support organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success. The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back-office jobs with four shifts working over a 22-hour window/day, together processing over 102,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and contribute to the success of our business in India and across the world. Position Summary: The Manager, ANZ Customer Service – Bangalore is the senior offshore leader responsible for establishing, leading and continuously evolving the ANZ Customer Service operation based in Bangalore. The role provides end-to-end accountability for the performance, customer experience, people, service delivery and operational effectiveness of the offshore Customer Service organisation, working in close partnership with the Head of Customer Experience ANZ and ANZ functional leaders. The role owns the effective delivery of a broad portfolio of customer service activities spanning order processing, order and supply resolution, commercial and financial resolution, customer support and administration, and voice and phone support. The Manager, ANZ Customer Service - Bangalore will establish and lead an operating model that provides clear accountability, strong governance and seamless integration between onshore and offshore teams. As a senior leader within the ANZ Customer Experience organisation, the role will proactively identify customer, operational and organisational opportunities; establish the appropriate structures, capabilities and performance disciplines; and lead transformation initiatives that improve customer experience, productivity, quality, cost and scalability. The role will lead through Team Leaders and/or people managers and will be accountable for building a high-performing leadership team, developing organisational capability and establishing a culture of customer focus, ownership, continuous improvement and accountability. Key Responsibilities: Operational & Customer Service Leadership Provide end-to-end accountability for the Bangalore ANZ Customer Service operation, delivering customer, operational and business outcomes. Establish and lead the offshore operating model across Order Processing, Order & Supply Resolution, Commercial & Financial Resolution, Customer Support & Administration, and Voice & Phone Support. Own service delivery, operational governance and critical escalations, ensuring clear accountability and effective resolution across onshore and offshore teams. Proactively identify operational risks, service gaps and emerging business needs, ensuring appropriate action and sustainable resolution. Customer Experience & Business Outcomes Own offshore customer experience outcomes, embedding a culture of proactive service, accountability and end-to-end resolution. Use CAS, Voice of Customer and operational insights to identify and lead systemic improvements to customer experience and service delivery. Partner across Commercial, Supply Chain, Finance and Logistics to resolve complex customer issues, supply constraints and revenue-critical priorities. Performance & Workforce Management Establish and own the performance framework, KPIs and governance required to drive service, productivity, quality and customer outcomes. Lead workforce and capacity planning, ensuring capability and resources are aligned to demand and future business requirements. Establish a resilient and scalable operation through effective cross-training, contingency planning and performance management. Continuous Improvement & Transformation Establish and lead the continuous improvement and transformation agenda, improving customer experience, productivity, quality, cost and scalability. Proactively identify and lead process simplification, standardization, automation, AI and digital improvement opportunities. Lead operational change and ensure improvements are effectively implemented, embedded and sustained. Stakeholder Leadership Act as the senior Bangalore Customer Service partner for ANZ, building strong relationships with Customer Experience leadership and key business stakeholders. Establish effective onshore/offshore governance, ensuring alignment on priorities, performance, risks, escalations and accountabilities. Influence across the matrix to resolve complex issues and deliver cross-functional customer and business outcomes. People & Organisational Leadership Establish and lead a high-performing leadership team, setting clear expectations and accountability for customer, people and operational outcomes. Lead organizational capability, talent development and succession planning to support current and future requirements. Build a culture of ownership, customer focus, high performance and continuous improvement, developing leaders who proactively identify and resolve issues. Frequent Contacts: Internal Head of Customer Experience ANZ ANZ Customer Service and Customer Experience leadership Bangalore Customer Support Center leadership Commercial and Sales leadership Supply Chain, Planning and Procurement Finance and Accounts Receivable Logistics, Warehousing and Distribution Manufacturing and Operations IT, Digital, Automation and Systems teams PPI / Continuous Improvement teams Other regional and global Customer Service leaders External Customers, where senior leadership engagement or escalation is required Logistics and freight providers External service providers and business partners Relevant permit/export authorities where required Minimum Requirements/Qualifications: Qualifications & Experience Bachelor’s degree in Business, Management, Supply Chain, Operations or related discipline, or equivalent relevant experience. 10–15 years’ progressive experience in Customer Service, Order Management, Supply Chain or Operations, including senior people leadership responsibilities. Demonstrated experience leadi