Develop the future End2End Service commercial processes across Philips Healthcare and value chains. You will define and establish capabilities with process related KPIs to ensure commonality and drive continuous improvement. You will also create linkages and embed Service processes inside the M2O process framework in all business models. In addition, you will maintain the Healthcare the Business Process Expert network for service commercial processes by motivating, empowering and equipping this network to support the End2End initiative as part of the End2End Transformation team.
You are considered the overall inspiring leader for services commercial process related knowledge building and sharing: standard methodologies, reference processes, capabilities, training curriculums, etc.
Your responsibilities include:
Own core service commercial processes of the Philips Business Process Framework and construct consistent process framework
Ensure area is filled with (variances of) standard methodology processes that fulfill the (future) business model requirements and commit to commonality
Shape cross-BG and cross-BM core-process knowledge building and sharing
Define, monitor and communicate End2End process KPIs and drive group level improvements
Build and maintain (with Sector BPOs) a End2End network in your process domain that is empowered, motivated and equipped to support End2End Transformation and collect learnings.
Within Global Customer Services the Global Service Programs organization is responsible for driving process improvement by developing and introducing new innovative solutions for the healthcare markets.
Global Service Programs operates at the heart of the Global service organization. The GSP organization leads the customer service process framework and by deep understanding of the customer needs we strive to achieve our vision to continually improve the customer experience and accelerate business growth. To unlock the organizations full potential we recently launched an extensive E2E transformation program to redefine the way we would like to differentiate ourselves from the competition in the services domain. By identifying and selecting our differentiating capabilities we will build our solution roadmaps and change our processes and ways of working to create a consistent customer experience across the globe which will set us apart from competition. The healthcare BPO for service commercial processes is the pivotal position to drive this transformation within his/her area of responsibility working together in a network of BPOs across sectors and across businesses.
We welcome you to a challenging, innovative environment with outstanding opportunities for growth.
We are looking for
Strong experience and knowledge of field-based customer service commercial processes (contract portfolio, configuration, pricing and quoting, renewal, conversion and win back) Service business experience preferred
Working knowledge of Philips Service processes and technology
At least 10-15 years of progressively responsible business leadership experience in global company environment
Demonstrated ability to work in a highly matrix environment, with strong networking, role model leadership, and change management skills
Ability to think strategically and translate key objectives into operational plans to drive continuous process improvement
Strong leadership and influencing skills: Leading broad range of senior stakeholders, coaching senior members, extraordinary resource management/ influence, thought leadership within a core process area and communication skills
Business acumen: Credible outside perspectives on best practices in core processes and broad understanding of full range of businesses and the trends within own process area. Strategic, conceptual thinking and analytics and Drive the change towards the new vision.
Why should you join Philips?
Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Life at Philips is an opportunity for personal and professional growth. And a journey into the unexpected; our people often experience moments when their lives and careers come together in meaningful ways.
In addition to being purpose-driven, we deeply believe in equality and that our people should be a reflection of the society and countries in which we operate. So we value our people in all aspects of diversity, whether generational, gender, experience, ethnicity, race, sexual orientation, ability, nationality, or other aspects. We believe that a flexible and inclusive culture invites a full spectrum of ideas, opinions, and experiences, and strive to create it wherever possible.
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