Campus Pride Jobs

Job Description Summary

The Service Delivery Leader manages the customer relationship to ensure customer satisfaction and Service Excellence per contract.

NOTE: This role is a client-facing role based in Metro Manila

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

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Job Description

Roles and Responsibilities

• Knowledge of customer contract to ensure obligations are met

• Prioritize service, assign resources and follow up on commitments

• Be available for service-call escalation

• Responsible for expanded customer relationships

• Assure service quality via frequent customer contact and formal quality reviews

• Establish, Refine and Monitor KPI performance given by the management

• Oversee key inputs/outputs to proactively identify and resolve issues

• Manage service incidents and escalations (root cause, awareness/escalation, communication, resolution, and action plans to prevent repeat scenario)

• Oversee people, process and technology changes and required change management

• Analyze voice of customer to identify improvements

• Regularly advises management in the function and/or in the business. Has a supportive role in decision making about important subjects. Presents to leaders in the business solutions or functional area on functional discipline and business solutions.

• Communicates with colleagues and business leaders about change of policy and implementation.

• Track, analyze and drive financial performance with GEHC leadership

• Implement procedures to provide quality, cost effective service

• Responsible for prompt and accurate filing of expense, time and service reports, accounts payable and billing

• May maintain approved parts inventory, manage vendor service delivery processes in compliance with GE policies; guarantee team takes proper care of spares, tools and test equipment and ensures calibration.

• Maintain technical knowledge of current standards for safe, effective use of medical equipment through instruction.

• Meet Environment Health and Safety requirements.

• Other special projects as assigned by Client Leadership.

Required Qualifications

• Bachelor’s degree with minimum of 10+ years of experiences of relevant work experience.

• Significant prior professional work experience with demonstrated achievement and leadership in Operations/Service-oriented environment.

• Travel will be required, as needed, to support the team and customers.

Desired Characteristics

• Demonstrated experience in making strategic decisions, and effectively interfacing with high-level business and operations leaders

• Ability to energize and lead and drive change in complex, matrix, goal-driven, team-orientated service organizations

• Skilled influencer, able to communicate complex messages to others

• Demonstrated experience in assessing and coaching leadership talent and promoting an inclusive/diverse workforce

• Demonstrated success managing projects and/or implementing process improvement initiatives

• Demonstrated analytical and clear-thinking skills; ability to identify trends and implement process improvements

• Comprehensive understanding of and ability to assimilate regulatory and compliance

• Demonstrated organizational skills, attention to detail, and accuracy

• Excellent verbal and written communication skills – ability to present data in a clear, concise, and articulate manner and targeted for the right audience.

• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)

• Team oriented with a customer satisfaction mindset

Inclusion and Diversity

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support