Manager – Business Technology Solutions - Principal - Mumbai

Job Description:

Careers that Change Lives

A Day in the Life

Client is a mission driven organization and is committed to serve our customer better. As part of GCCX, the Business Technology Solutions Manager will work across the region to provide leadership, coordination, and execution of key strategic initiatives, with focus on driving innovation and adoption of Remote Business Solutions and Virtual & digital platforms, increasing reach, enhancing customer experience and field productivity.

The Business Technology Solutions Manager will serve as the bridge between business objectives and technology capabilities. Will collaborate with various departments and external partners on behalf of our business units to ensure that technology solutions align with business goals, are delivered efficiently, and drive meaningful value.

The role will lead the deployment and acceleration of new Remote Business solutions & platforms such as Smart Glass technology, digital customer engagement platforms, Omni channels, productivity improvement solutions like Sales loft, CRM etc., to expand customer reach, increase efficiency and profitability.

This role will be business partner for commercial organization to develop, implement and execute strategies for transition to alternate sales and service engagement channels. Design infrastructure, systems and processes for alternate Sales and Service channels to constantly improve customer experience, satisfaction, and loyalty.

This role will be responsible to execute targeted pilots with field proximity, will ensure clear assessment of best solutions and will prepare scaling-up and efficiencies with central contract negotiations. Successful execution will involve consolidating infrastructure, ensure security approvals and compliance to privacy regulations. The role will drive the commercialization, launches and expansion, evolving into multiple service models to drive customer engagement, quality of service and Client profitability.

Liaison across commercial organizations & regional COE’s to plan and build technical infrastructures, upgrade / scaleup platforms with global IT which enable to achieve customer centric operations, centralized voice collection, remote customer care/service solution creation and seamless digital care engagement with internal and external stakeholders.

Main Job Duties/Responsibilities:

1. Define solution strategy, Business model, OU engagement.

• Build and reinforce the business solution vision & strategic roadmap; Define business model options, define, and implement ways to charge the service, ensure ROI.
• Engage OU, assess needs and drive fit into OU strategies.

2. Coordinate Pilot, Ensure field proximity.

• Work in collaboration with the OU to coordinate remote solutions pilots, identify best options, scale-up.
• Interpret business strategy and determine technology solutions required for implementation.
• Connect existing remote solutions across APAC, leverage knowledge already acquired and help fill in the gaps within programs offered by different operating units.
• Negotiate contracts centrally.
• Form teams locally, develop and engage TC / Sales evolve to centralized models by quick learning and adapt to market need.

3. Consolidate infrastructure, Ensure Privacy & GSO approvals.

• Interact with global teams for accelerating solutions and be the voice with Global IT
• Ensure privacy and GSO approvals are secured.
• Structure the supply model, ensure service and repair where required.

4. Execute Launch, integrate into OU plans.

• Work with OU to build and execute launch plans, including Customer Targeting, support model, funding, ROI, OU Engagement
• Develop launch materials and training modules, ensure teams readiness and confidence.
• Accelerate access to Client trainings by developing new remote technologies that can be adopted to existing training programs.
• Drive innovation within the overall remote interactions with HCPs and partner with geographies on adoption.
• Secure and allocate funding through the OU.
• Monitor and track remote solutions training adoption by operating units.

• Track and increase Customer experience; Share progresses and productivity reporting to management.

5. Innovate, expand adoption and Use cases.

• Expand potential use cases to multiple remote models, as remote case support, remote proctoring, remote T&E, remote Service & Repair, Digital customer engagement, working with the relevant internal partners to develop programs and readiness.
• Lead the technology development required for new remote training programs and liaise with business and T&E lead.
• Explore remote technologies that have not been introduced health care and work on the adoption e.g., VR, AR, simulation and gamification etc.
• Expand to multiple virtual service model, drive service transformation culture.
• Track competition, advance, position innovation

Key Competencies:

• Strong technical knowledge of remote business engagement solutions & digital platforms.
• Engaging and persuasive personality to motivate, influence and energize Remote Commercial teams and deployment teams in desired direction to achieve business objectives.
• Serves as an advocate, challenges, and drives for major change initiatives.
• Persists in efforts to achieve stretch goals despite barriers.
• Able to educate and train sales force in use of sales enablement tools, advocate remote platform to Regional Leaders, stakeholders.
• Analytical skills to make data driven decisions.
• Willingness to accept responsibility for results, even when working indirectly through others.
• Sets and meets aggressive commitments to achieve business objectives.

Must Have: Minimum Requirements :

• Bachelor’s degree in engineering with consistent high academic performance
• MBA from top tiered institute is preferred.
• Minimum of 7+ years of experience, or 5+ years of relevant experience in leading significant customer experience thru new business technical & engagement solution
• Experience of Go to Market transformation – Planning & Deployment of Remote selling, Remote service support, Contact centers.
• Experience in MNC is preferred.
• Time flexibility to engage across APAC & Global stakeholders.
• Travel: 50%

SPECIALIZED KNOWLEDGE REQUIRED   

Nice to Have

Self-motivated, enthusiastic and positive

Organized and able to set and re-set priorities

Advanced interpersonal skills including communication, presentation, persuasion, and influence.

Self-driven, ability to work independently, has collaborative mind-set and build strong working relationships.

Strong team player and track record of working collaboratively to manage cross-functional, cross-business issues and generate impact through others.

Excels in a matrix structure Organization, is flexible and at ease in all cultural and management level situations.

Strong business acumen and can recognize problems, opportunities and provide value-added business solutions.

Strong analytical mind with inclination for problem-solving

• Presentation skills with excellent poise and confidence
• Ability to deal with ambiguity and clarity of thought to be able to plan, develop and drive strategies for BUs.
• Has ability and willingness to learn from experiences and applies past learning to new situations and changing situations successfully?
• Understanding of the Healthcare and medical device industry
• Fluent English (Verbal/Written) for business communication / presentation / reporting.

About Client

Together, we can change healthcare worldwide. At Client, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.  We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)