3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity.
We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.
Job Description : DIMENSION & SCOPE :
DIMENSION & SCOPE :
This position consists of oversight and decision responsibility for members of the Order Document Intake Team. It is responsible for selecting, training, supporting, coaching, developing, and supervising a group of employees within the team in a Service Center / Operations environment including performance management of direct reports.
Executes plans and provides day to day management of resources, timelines, and budgets. Maintains and forms relationships with stakeholders.
Makes recommendations and executes opportunities to improve processes, systems, workflow etc. The position holder plays a key role in the effective and efficient operation of the Order Document Intake Team and Wound Track Operation.
This role reports to Team Manager, Order Document Intake.
PRIMARY DUTIES / RESPONSIBILITIES
Become the process expert in the ODI area and provide Subject Matter Expertise on order related issues for Junior and Senior Order Document Intake Specialists.
Supervise order entry, validation and other order and patient related activities
Be responsible for day-to-day functional supervision of team, staffing, hiring, training, developing, and completing performance appraisals in accordance with the organization’s policies.
Provide leadership and direction on operational issues after normal business hours, holidays and weekends to insure accurate and timely customer response
Prepare weekly and ad-hoc team performance reports
Identify system access barriers and other IT problems and initiate resolution through the IT Help Desk.
Handle customer complaints; resolve escalated and more complex issues. Resolve day to day operational issues
Monitor identify and resolve performance / behavior / attendance issues using prescribed performance management techniques
Motivate, reward, and inspire team members to ensure increased job satisfaction, individual performance, and overall team productivity
Deliver service by managing workflow, preparing weekly schedule, ensuring adequate holiday, training, and sickness cover
Provide payroll information of his / her team
Ensure that documents are handled in compliance with policies
Maintain current employee records on direct reports
Review scorecard and Time Tracker statistics on a weekly / monthly basis and provide constructive feedback.
Facilitate team meetings, conduct performance appraisals. Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, recognize, and reward team members’ performance.
Organize and conduct regular conference calls with main stakeholders’ customers
Provide second level escalation for any issues raised by the team Proactively develop the skills, competencies, and knowledge of ODI team members
Responsible for mentoring, coordinating, planning, and providing direction for his / her team in accordance with the organization s policies and applicable legal requirements.
Work closely with other Team Leaders to ensure that overall operational objectives are met, ideas shared, and lessons learnt
Develop, achieve, and monitor KPIs aligned to the Service Level Agreements
Review and plan team workloads to ensure the continuous delivery of agreed service levels
Understand end-to-end business processes and upstream / downstream impacts related to employee transactions / services;
work closely with other key process owners to ensure upstream and downstream integrity
Assist and drive process Improvement projects as directed by management.
Foster communication and teamwork within and across organizational boundaries.
University or college degree
4+ years relevant work experience
4+ years of experience in managing a team in a customer service or order management environment with responsibility for selecting, training, coaching, and developing new team members on processes and procedures
Fluent English knowledge
SFDC (Salesforce) Experience is a must
Experience with complex enterprise-wide order entry or billing system is an advantage
Proficiency with various software applications including Microsoft Word, and Excel, Power Point, and Visio
Shared Service Centre experience is an advantage
French knowledge is a plus
Personality / Competencies :
Willingness to work varying shifts including evenings, nights, occasionally weekends and statutory holidays
Ability to coach, develop action plans which maximize performance and provide effective feedback
Strong time management and organization skills
Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
Excellent interpersonal and customer service skills
Ability to meet tight deadlines for both internal and external customers
A broad ability to understand basic customer solutions and to meet customer needs and address their business requirements
Ability to act as a role model within the organization.
Ability to coach, develop action plans, which maximize performance, and provide effective feedback.
Work well under pressure
Supporting Your Well-being
3M offers many programs to help you live your best life both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Imagine your future in 3M
At 3M, inspiration happens daily. Here, science is how the magic happens. Except it is not magic, it is the right science, applied in the right way by the people of 3M.
Here, your ideas help shape everyday lives around the globe. Here, you matter. You inspire. Challenge. Create. Thrive. Here, you go.
Apply now and discover inspired opportunities!
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter 3M.3M es un empleador que ofrece las mismas oportunidades.
3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.
Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals.
You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.
Please note : your application may not be considered if you do not provide your education and work history, either by : 1) uploading a resume, or 2) entering the information into the application fields directly.
Please access the linked document by clicking select the country where you are applying for employment, and review. Before submitting your application you will be asked to confirm your agreement with the terms.