Job Purpose

- The Sr. Manager AGS Americas Commercial Operations at AGS Bangalore Centre is a leader, who is accountable for the overall success of the AGS Commercial Operations North America in Bangalore.

- This leader is accountable for developing a results-oriented, highly effective commercial operations organization that supports specific business requirements of Alcon, build a collaborative culture, drives productivity improvements on a continuous basis and achieves operational excellence against defined benchmarks in line with agreed standards for Bangalore Centre.

- This role would also be responsible to work closely with Commercial Operations leadership in shaping the new opportunities and then lead transitions in partnership with global functions.

- Manage service delivery, operational excellence, Performance Management and Talent Management.

Major Accountabilities

General:

- Observe the corporate policies, procedures, and local law in responsibilities.

- Undertake to observe confidentiality requirements.

- Collect and report Adverse Events in accordance with Alcon standards.

- Collaborate with Alcon local & Global Commercial Operations team.

- Continuously improve and share knowledge.

- Lead Service Delivery, Operational Excellence, Performance Management, Talent Management and lead transitions.

- Role specific: AGS Americas Commercial Operations.

Leadership and Management:

- Translate high-level strategies into actionable goals and initiatives for the team.

- Utilize advanced judgment and independent thought leadership to guide the team towards achieving strategic goals.

- Influence the broader Commercial Operations by providing insights and innovative solutions to complex problems.

- Lead and manage a diverse team of over 50 associates across multiple functions and disciplines, promoting an inclusive and supportive work environment.

- Oversee the recruitment process, ensuring the selection of high-calibre talent.

- Implement strategies to retain top talent by fostering a positive and engaging workplace culture.

- Develop comprehensive training and development programs to enhance the skills and capabilities of team members.

- Motivate the team through recognition programs, career development opportunities, and a clear path for growth.

- Act as a change agent, working with global colleagues to establish standardized ways of working.

- Drive initiatives that promote global collaboration and consistency in operations.

Expertise in Commercial Operations:

- Provide deep expertise in the processes and best practices of Commercial Operations.

- Identify areas for process enhancements and implement changes to improve efficiency and effectiveness.

- Align improvement initiatives with the strategic priorities of the function, ensuring they contribute to overall business success.

Operational Management:

- Supervise the day-to-day activities of the Commercial Operations team, ensuring smooth and efficient workflows.

- Develop and implement standardized operational processes that optimize productivity and ensure consistency across all functions.

- Use data-driven approaches to identify and eliminate inefficiencies.

- Establish and monitor key performance indicators (KPIs) to track and drive operational excellence.

- Regularly review performance metrics and use them to guide decision-making and process improvements.

- Foster a culture of accountability and high performance by setting clear expectations and providing regular feedback.

Decision Making:

- Define and implement ways of working that promote efficiency and collaboration within the AGS Centre teams.

- Influence the strategic direction of service delivery and capabilities within Commercial Operations, ensuring alignment with overall business goals.

- Lead the recruitment efforts for the Bangalore team, ensuring the selection of skilled and motivated individuals.

- Develop talent management strategies that focus on continuous learning, skill enhancement, and career progression.

- Implement performance management processes that recognize achievements and address areas for improvement.

Stakeholder Management:

- Engage with senior leaders and stakeholders across Commercial Operations to ensure strategies and initiatives are aligned.

- Collaborate with partner groups to harmonize objectives and achieve shared goals.

- Develop and maintain effective communication channels with global colleagues, ensuring transparency and regular updates.

- Establish an engagement model that promotes connectivity and collaboration across different functions and geographies.

- Collaborate with leaders across the enterprise and be a key influencer in business-critical priorities.

Team Management:

- Demonstrate exemplary leadership behaviours, setting a standard for the team to follow.

- Provide clarity and vision to direct reports, helping them understand what success looks like and how to achieve it.

- Communicate the strategic vision and goals clearly to the team, ensuring everyone is aligned and motivated.

- Implement strategies to attract top talent and create an environment where employees feel valued and motivated to stay.

- Foster an environment that supports personal and professional growth through continuous learning opportunities.

- Promote a collaborative and inclusive culture that values knowledge sharing, continuous improvement, and innovation.

- Encourage team members to share ideas and best practices, contributing to the overall success of the organization.

AGS Americas Commercial Operations Community Leadership:.

- Develop & provide sense to belongingness & ONE CO team mindset to all the sub functions like - Customer Master data, Implant Card, Customer Services Technical Support Auto fax, QA monitoring, CO analytics etc.

- Serve as a community leader for associates involved in various processes under Commercial Operations, providing guidance and support.

- Act as key focal for CO teams & connect with AGS ILT (India Leadership team) focal to provide feedback / inputs.

- Partner & coordinate with remote managers to ensure seamless performance management and alignment of objectives for associates.

- Take responsibility for the performance management of associates reporting to remote managers, ensuring clear communication of expectations and consistent feedback.

- Foster a sense of community and belonging among associates, despite remote reporting structures, by maintaining regular engagement and support mechanisms.

- Works in collaboration with functions & HR to develop strong talent pipeline.

- Collaborates with AGS functions to gain best practices insights and implement SMP for commercial operations.

- Encourage participation and nominations for Local Community Events e.g AiA, 9 GEMS, ERG etc.

Key Performance Indicators:

- Co-own the Associate Experience Score at Centre level & provide leadership guidance in partnership with HRBP to sustain / enhance the associate experience.

- Co-own the Voluntary Turnover Centre level with functional leads, HRBPs & provide leadership guidance in partnership sustain the VTO rate within company target.

- Partner with local / global team to ensure adherence to the centre budget.

- Program/Project delivery on budget and at expected level of quality.

- Timely delivery of all projects, the portfolio Meet defined and agreed implementation scores.

- Shape the opportunity / idea to Commercial Operations growth opportunity.

- High level of customer satisfaction from all key stakeholders.

- Contribution towards initiatives beyond assigned projects.

Job Dimensions (Indicate key facts and figures).

Number of associates:.

Direct Reports - 4~6, Indirect Reports 50+.

Financial responsibility:.

(Budget, Cost, Sales, etc.)

Impact on the organization:. Medium.

Job Requirement:

Education:. Bachelor's degree.

Languages: The ability to fluently read, write, understand, and communicate in English.

Experience:

- Minimum 15 years of overall experience, 5+ of managing a Shared Services operations / organization, in managing shared services - any of the operations Finance, HR and IT, Customer Service etc., proven track record in people management & stakeholder management.

- 10+ years of experience in roles/projects connected to organizational transformation/change, process transition/transformation.

- 3+ years' Experience in working within virtual teams and in matrix organizations.

- Experience deploying business solutions.

- Track record of managing medium scale, complex & cross-functional projects.

Competency:.

- Ability to excel in a matrix organization - people management, global stakeholder management.

- Ability to influence without authority.