Customer Operations Section Manager (Supply Chain Management)

JOB TITLE: SUPPLY CHAIN CUSTOMER OPERATIONS SECTION MANAGER (TEAM LEADER)
LOCATION: HCMC
REPORTING TO: SUPPLY CHAIN DEPARTMENT MANAGER
Primary Purpose
The Customer Operations Section Manager is responsible for leading a high-performing team to deliver exceptional customer service, efficient order management, and comprehensive oversight of demonstration and loaner assets within the supply chain of a fast-paced medical device company. This role oversees the end-to-end order lifecycle, from customer order creation to fulfillment, while also managing asset tracking, maintenance, deployment, and returns to support sales processes and customer needs.
The manager ensures seamless collaboration between internal teams and external partners, including the shared service provider Genpact and third-party logistics providers. They will drive operational excellence, foster a customer-centric and innovation-driven culture, optimize asset utilization and availability, minimize costs-to-serve, and align strategies with Olympus's broader business objectives to maintain a competitive edge in the market. Additionally, the role involves overseeing asset warehouse operations, ensuring efficient logistics, inventory management, compliance with quality standards, and continuous improvements in efficiency, quality, and service delivery.
Key Accountabilities
1. Leadership & Development
• Act as the voice of the customer, championing their needs and leveraging feedback to drive customer-centric decision-making.
• Lead, inspire, and develop a high-performing team across customer operations and asset control, fostering a culture of excellence, inclusivity, continuous improvement, and innovation.
• Mentor and coach team members, identifying and nurturing talent to build a strong leadership pipeline.
• Promote collaboration, effective communication, and accountability within the team to achieve operational goals.
• Establish and implement a succession planning framework to ensure leadership continuity.
• Foster a safe, inclusive, and equitable work environment by championing diversity, equity, and inclusion initiatives.
• Empower team members to propose and implement creative solutions to improve customer operations and asset management.
• Develop initiatives to enhance employee engagement, motivation, and retention.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Develop and implement training programs to upskill team members in warehouse operations, asset management, and technology.
2. Strategic Vision & Execution
• Develop and execute a strategic vision for customer operations and asset management, aligning with Olympus's business goals and adapting to market dynamics.
• Analyze customer insights, feedback, and asset performance metrics (e.g., cost, quality, delivery) to identify service gaps and implement continuous improvement initiatives.
• Collaborate with the APAC regional team to harmonize processes and drive operational consistency across the region.
• Evaluate and address long-term asset storage and operational needs to support organizational goals and efficiency.
• Benchmark performance against regional, global, and industry standards, identifying areas for improvement.
• Drive continuous improvement initiatives to enhance service quality, operational performance, and innovation.
• Develop and maintain contingency plans to address potential disruptions in operations.
3. Operational Excellence
• Oversee the end-to-end order management process, ensuring timely and accurate fulfillment of customer orders.
• Define, establish, and monitor key performance indicators (KPIs) to achieve service productivity, quality targets, cost efficiency, and operational effectiveness.
• Streamline processes and policies to enhance efficiency, scalability, customer satisfaction, asset utilization, and availability.
• Develop, implement, and maintain standard operating procedures (SOPs) for all customer operations and asset management activities, ensuring alignment with Genpact and compliance with international standards (e.g., ISO 13485, GDP, GDPMDS).
• Take ownership of Genpact's performance, ensuring high-quality transactional support and adherence to service level agreements (SLAs).
• Establish a clear escalation framework to address and resolve complex customer issues promptly.
• Conduct root cause analysis for operational inefficiencies, implement corrective actions, and serve as the owner of Corrective and Preventative Actions (CAPA) and Non-Conformance (NC) related to asset control.
• Optimize asset warehouse layout, storage systems, and equipment to maximize space utilization, prevent downtime, and ensure operational continuity.
• Conduct regular audits to ensure compliance with safety, quality, and regulatory standards.
• Manage inventory in asset warehouses, including cycle counts, adjustments, write-offs, and re-allocation of underutilized assets.
• Oversee end-of-life (EOL) and obsolescence processes for demo assets.
4. Asset Logistics Management
• Coordinate with commercial teams to schedule asset shipments, returns, and fulfillment of demo and loaner requirements.
• Handle physical movement of orders and assets, including packing, delivery, and coordination with third-party logistics partners for large shipments (e.g., towers, pallets).
• Manage transportation, including import/export compliance, contracts, and optimization of routes to reduce costs and enhance delivery performance.
• Upon asset return, coordinate with the Repair and Refurbishment Center (RRC) for inspection, calibration, repairs, and packaging before receipting back into the warehouse.
• Manage indirect procurement responsibilities, such as sourcing warehouse supplies, equipment, and services to support operations.
5. Asset Tracking and Compliance
• Ensure demo and loaner assets meet regulatory requirements, including labeling, traceability, and compliance with import/export documentation and trade regulations.
• Maintain asset tracking and visibility through tools like CRM systems, ERP (e.g., SAP), or equivalent platforms.
• Ensure overall compliance with quality management systems, industry regulations, and audit guidelines.
6. Cross-Functional Collaboration
• Build and maintain strong relationships with internal stakeholders (e.g., logistics, warehousing, sales) and external partners (e.g., logistics providers, Genpact) to align objectives with broader business goals.
• Partner with cross-functional teams to address service gaps and implement value-added solutions for internal and external customers.
• Participate in cross-functional project teams, contributing to the successful execution of project goals.
• Establish regular communication channels with stakeholders to provide updates on performance.
7. Additional Tasks & Responsibilities
• Support identified department/company-level projects.
• Perform other ad-hoc duties as assigned by the supervisor or management.