BD (Becton, Dickinson and Company) Senior Manager, Customer Quality, GA in Tuas, Singapore
Job Description Summary
Reporting to the Senior Director, Quality Greater Asia, this role will be responsible for Complaints Management & Customer Quality Relations and provides direct management to technical staff. The role contributes to the definition of the strategy and determines the tactics required to achieve company’s objectives. Through outstanding communication; effective problem solving and active management of ambiguous situations; this position ensures product safety, product quality and compliance with all relevant global Standards, Regulations and Corporate requirements, and customer expectations. Success is measured in terms of the frequency and scale of product quality organizational issues as well as business process effectiveness. Through stakeholder engagement, and people development, this position will produce sustainable and industry leading results supporting key business drivers in the Greater Asia Region.
This position, in context of the strategic quality plan, will champion the enabling of continuous process improvement using competencies such as Lean, Six Sigma and Project Management to support the needs of the business and its Customers.
In general, this position is responsible for assuring that the organizational structure, responsibilities, procedures, processes, and resources are adequate to meet the needs of the business and conform to all applicable regulatory requirements, including all adopted industry standards and BD Corporate Quality and Regulatory Compliance Policies.
Engage with (or may lead) quality networks as well as the business unit and associates toward the effective promotion and alignment of organizational goals to the company’s mission and vision.
Ensure the functional quality organization is organized and resourced to fulfill its obligations and to comply with applicable regulations and procedures.
Mentor and develop personnel, including dedicated succession planning and contingency management.
Effectively navigate and lead through the challenges of change and establish key stakeholder engagement focused on win-win solutions.
Continuously evaluate progress toward objectives adapting them to meet customer and business needs.
Pursue and actively manage key stakeholder relationships that support the broader strategy that are impacted by plant/business/function objectives.
Manage customer impacting issues; prioritizing quality and compliance minded solutions that uphold the company and its standards.
Maintain positive and cooperative communication and collaboration with all levels of employees, customer, contractors and vendors.
Pursue and maintain a functional knowledge of global regulations.
Contribute to development of regional strategies. Accomplishes tasks through highly experienced professional specialists.
May act as “management representative” for liaison with regulatory authorities and customers in ensuring effective resolution or outcome.
Maintain an influential and effective network and communication with leadership team members for identifying quality improvement opportunities to evaluate, propose and implement new processes and technologies to optimize efficiencies.
Participate (or may lead) cross functional teams to develop customer centric process improvements for existing business processes.
Act as SME – (Subject Matter Expert) for Complaint Process end-to-end. Educate and train Internal Employees (Sales, FSE, Customer Service, OEM, and etc.) on product complaint awareness and timely submission of complaints.
Other or more specific responsibilities include:
Ensure Complaints Management end to end process is in compliance with all applicable regulatory requirements, including all adopted industry standards and BD Corporate Quality and Regulatory Compliance Policies.
Accountable for the effective execution of complaints management and escalated issues in compliance with Quality Management Systems and Regulatory Requirements.
Ensure the process, organization, tools to execute E2E complaint management processes cross all BU’s to improve Customer Experience, reduce escalated issues and meet regulatory and Quality Management Systems requirements.
Build strong, influential and effective relationships with Business, Regions, Functional and Technical stakeholders to build trust and influence at multiple levels within the organization to ensure consistent Customer Experience and escalation process.
Ensure Complaints management and customer relations group is aligned with “Go to Market” Strategy, enhancing the Customer Experience in our value offering and ensuring Customer Excellence, delivering reliably, efficiently, and sustainably processes.
Strongly employ best practices, continuous improvement and IT tools to accelerate Quality excellence in complaints management from Customer and Regulatory requirement perspective.
Influence and or lead initiatives to drive process complaints management optimization (Process, People and tools) as well as that promotes commonality in processes and tools across Business and Region.
Lead and support organizational change readiness to adopt process initiatives and reinforce the need for change so efforts are sustained for the long-term.
Proactively engage organizational leadership and communicate project progress, issues and solutions.
Accountable to successfully manage internal audits, Corporate Audits and Notified Bodies audits in Complaints management.
Developing and managing complaint procedures for medical devices for global operations.
Lead and assist in competent authority remediation. Assure thorough trend analysis and metrics in Complaints management process and improved Customer Experience.
Assist with (or may lead) restructure of complete complaint intake process including methods and tools for Region.
Responsible for monitoring and implementing escalation process & resolution for Late Medical Device Reports caused or contributed by late entries by GA region.
Assuring adequacy and effectiveness of investigations/testing and Corrective/Preventive Action related to product complaints or internal failures, field actions, implementation of process improvements (eg, Six Sigma, Lean), including the feedback loop to the plant.
Development and administration of Quality Management budget to assure adequate resourcing for quality function support of the business Quality Plan.
Responsible for disseminating quality procedures and scheduling and tracking associated training.
Provide leadership directions/objectives, coach and develop associates for a staff of 10+ employees.
Executes any other tasks and/or projects as assigned by the Senior Director, Quality Greater Asia.
Primary Work Location
SGP Tuas - Tuas
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.