Global Services Operations Manager in Istanbul, Turkey

Job Description Summary

This global service leadership role will be responsible to lead workforce planning as part of Service Delivery Transformation team across all regions and all SBUs. Focus of the role will be continuous improvement, standardization of workforce planning process with lean mindset. As an outcome, this will enable seamless customer experience, delivery efficiency and margin expansion for GE Healthcare Global Service.

About GE HealthCare

GE HealthCare is a leading global medical technology and digital solutions innovator with over 100 years of healthcare industry experience and around 50,000 employees globally. We enable clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by our Edison intelligence platform. We operate at the center of an ecosystem working toward precision health – digitizing healthcare, helping drive productivity and improving outcomes for patients, providers, health systems and researchers around the world.

Job Description

Roles and Responsibilities

• Optimize the location, skills and capacity of the field and remote resources by minimizing the travel and maximizing utilization

• Ensure the assignment process of the service requests to field resources consider the qualification, distance and combination opportunities

• Own the planned event scheduling across the globe and create a seamless and digitized appointment booking experience for our customers and back-office teams

• Act as global center of excellence for the planning processes by staying closely aligned to regional needs, industry best practices and new technological advancements.

• Establish the framework to improve workforce planning, including how the opportunities will be identified and determine prioritization of the opportunities considering the impact to the customer experience, productivity and safety

• Ensure the right visibility in place for workforce planning performance and work in close collaboration with Business Intelligence and IT to ensure the visibility is developed and validated to address the need

• Lead the contractor team who is responsible of designing, developing and maintaining of optimization workflow and algorithms and preparing data for the planning purposes

• Monitor the progress and deep dive together with regional teams to identify the root causes that holds regions back from achieving the targets, decide on the countermeasures and ensure the actions are taken timely

• Follow up the best practices within and outside GE healthcare, share with regional teams, decide which one might be a good fit considering costs and benefits for workforce planning performance

• Build the long term strategy and vision for workforce planning and convert this vision into tactical objectives and targets by working closely with regional teams to ensure those objectives are met in a timely manner, with the given budget and quality

• Communicate effectively the progress of the components listed above to senior leadership, functional, product and region teams as needed

Required Qualifications​

• Strong background on multi variable optimization problems with geographical constraints

• Experience on leading optimization programs where an IT solution is needed

• Knowledge and experience with service data. Ability to understand the collection method of the data, possible biases and validation channels

• Knowledge of data handling and business intelligence tools, such as, SQL, complex excel formulas, power BI and Spotfire

• Lean mindset, knowledge and experience

• BA/BS degree in business, engineering or a related discipline.

• Strong experience in service with W2W understanding of service Delivery.

• Outstanding interpersonal skills and ability to communicate at tactical and strategic level

• Ability to influence, effectively to understand and engage as a horizontal team player and drive change cross-functionally in a highly matrixed environment.

• Ability to resolve problems by creating project plans and developing business actions with strong data analyzing skills.

• Demonstrated ability to work through complexity, manage stakeholders and make aligned decisions as required.

• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals.

• Willingness and ability to travel.

• Fluency in English language.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare – Creating a world where healthcare has no limits

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Additional Information

Relocation Assistance Provided: No