BD (Becton, Dickinson and Company) Regional Complaints Center Manager in Wroclaw, Poland
Job Description Summary
Regional Complaints Center Manager will be providing direct management of the Regional Complaints Center (RCC and RCCI) staff, contributes to setting the tactics required to achieve departmental, functional and regional objectives. Through outstanding communication, effective problem solving and active management of ambiguous situations, the Manager ensures product safety, product quality and compliance with all relevant internal company requirements, external regulations and customer expectations. Success is measured in terms of the frequency and scale of product quality, organizational and process issues. Through stakeholder engagement and people development, the Manager produces durable and industry leading results supporting key business initiatives and goals.
Additionally, the Regional Complaints Center Manager:
Ensures end-to-end complaints 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, in compliance with Quality Management Systems and regulatory requirements, to improve Customer Experience and reduce escalated issues.
Manages associates and provides leadership direction; coaches and develops.
Develops strong, influential and effective relationships with relevant stakeholders (Business Units, Regions, Functions) to build trust and influence at multiple levels within the organization to ensure consistent Customer Experience and escalation process.
Ensures complaint process is aligned with “Go to Market” Strategy, enhancing the Customer Experience in BD’s value offering and ensuring Customer Excellence by delivering reliable, efficient, and sustainable outcomes.
Employs best practices, continuous improvement and other tools to accelerate Quality excellence in complaints process.
Influences and/or leads initiatives to drive complaints process optimization (i.e. process, people and tools) as well as promotes commonality in processes and tools across Business Units and Regions.
Leads and supports organizational change readiness to adopt process initiatives and reinforce the need for change so efforts are sustained long-term.
Works closely with the Business Units and Regions to develop, maintain and report metrics to drive process improvements and meet defined business objectives.
Proactively engages organizational leadership and communicate project progress, issues and solutions.
Accountable to facilitate/oversee internal audits, Corporate Audits and Notified Bodies audits of the complaints process.
Contributes to the attainment of budget goals by managing department spends; may manage a formal budget
Carries out other ad hoc duties as assigned by the Senior Director
The successful candidate will have a minimum of 5 years experience of direct people management and 3-4 years or more experience in product complaint handling in the Medical Device or a similar regulated industry environment. Experience in complaints management and customer-escalated issue is a must and ideally a Quality and Regulatory background with comprehensive knowledge of Quality System and Medical Device standards and regulations.
Experience in data management and the preparation of materials for metrics reporting, meetings and presentations
High level of problem identification, problem analysis, and formulation of conceptual / technical and business solutions and in-depth company product knowledge
Solid understanding of computer based analytical, statistical and modeling tools to identify and improve processes; must be proficient in excel, and be able to quickly demonstrate proficiency in complaint handling systems
Strong analytical, deductive reasoning and listening skills
Ability to influence without authority and deal effectively with ambiguity
Ability to take ownership, think independently and perform tasks with minimal supervision while also displaying teamwork and collaboration
Demonstrated ability to supervise, coach and develop people while maintaining a diverse workforce and work environment
Excellent interpersonal, customer service and communication skills
Strong business, technical and computer skills
Solid project management skills and ability to assess and manage priorities
BA or BSc degree or 6 years’ relative experience in lieu of a degree
You can look forward to working in an international company, first-in-class in its business area, great benefit package (e.g. health insurance, medical care, lunch vouchers, sport /entertainment bonus), friendly work environment and healthy oriented culture (healthy food, sport activities, participation in pro-health actions and events, charity initiatives). You might expect to work in new, modern offices in the city center developed to work and live healthy lives and competitive compensation and motivation system as it is a great opportunity for professional growth - challenging and rewarding work with a dynamic, international team.
Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: http://bd.tal3nt.community/
Primary Work Location
POL Wroclaw - Legnicka
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.