Insight Operations Lead

at  Cochlear Ltd

Insight Operations Team Lead
We are seeking a dedicated Insight Operations Team Lead to manage and ensure robust processes in alignment with all Customer-related departments (Sales, Logistics, Marketing, Finance). This role supports the Customer Facing Team in implementing best practices and optimizing processes to deliver exceptional service to both internal and external customers. The role involves coordinating SLAs, quality standards, and creating a sustainable One Source of Truth.
Responsibilities:

Process Management:

• Address and manage process-related requests from the Customer Care Center using the FIFO principle.
• Serve as the primary contact for process-related inquiries for departments like EMEA CS, CDE Sales, and CDE Finance.
• Monitor, update, control, and optimize all processes critical to the Customer Care Center’s smooth operation.
• Develop and maintain Work Instructions for the Customer Care Center (B2B, B2C, B2R).
• Continuously review and update processes in alignment with EMEA Customer Service Effectiveness Team and CDE business requirements.
• Create and update a Customer Service Knowledge Database on SharePoint.
• Maintain visibility of business-related topics and news on the CS SharePoint Website.

• Define, implement, and control SLAs according to Cochlear EMEA standards.

  SFHC System Support & Data Quality:

• Manage requests for content creation, including process documentation, training materials, scripts, and knowledge articles.

• Support system-related tasks and escalate issues as needed.
• Perform various tasks such as Customer Set Up, Customer Merge, Oracle Pop Up Messages, and pricelist updates.
• Ensure account data quality.
• Provide lists such as Open Order, Open Service, Finance Clearance, NCR, and Short Shelf Reports.

Training:

• Ensure a standardized and structured induction for new employees.
• Provide regular updates to the training plan.
• Monitor the training status of new employees.
• Support the Customer Care Team in applying unique processes in the Cochlear ERP and CRM systems as well as AWS.
• Develop and maintain an induction plan for new employees in collaboration with Logistics, Sales, Finance, Marketing, and other departments.
• Oversee Oracle and Salesforce training.
• Prepare new case/process structures.

Project Support & Special Tasks:

• Provide project support and resources as requested and approved by the CS Manager.
• Support UATs when needed.
• Provide lists such as Open Order Lists, Open Service Lists.
• Manage Finance lists and Back Up Lists.
• Prepare and provide stock take lists for Sales on a quarterly basis.

Your Profile:

• Strong leadership skills with a proven ability to attract, develop, and retain top talent.
• Excellent analytical thinking with a solution-oriented mindset.
• Process-driven with a meticulous approach to monitoring, updating, and optimizing workflows.
• Proficient in English with excellent communication skills.
• Experience in customer service operations, process management, and system support.

Your Benefits at Cochlear:

• Be part of a leading company in hearing solutions, making a significant impact on people’s lives.
• A collaborative and innovative work environment.
• Opportunities for professional growth and development.
• Comprehensive health and wellness programs.
• Competitive salary and benefits package.
• Supportive team culture with a focus on continuous improvement and excellence.

Apply Now! If you are a strategic thinker with a passion for process optimization and customer service excellence, we invite you to apply for this exciting opportunity. Join our team and contribute to the ongoing success and growth of our Organization

• Provide project support and resources as requested and approved by the CS Manager.
• Support UATs when needed.
• Provide lists such as Open Order Lists, Open Service Lists.
• Manage Finance lists and Back Up Lists.
• Prepare and provide stock take lists for Sales on a quarterly basis