About the Company

As a global medical device company originating from Japan, we pursue reliable quality and technology to contribute to healthcare in more than 160 countries and regions around the globe. We promise to walk alongside healthcare professionals to continue to make great contribution to society, now and into the future.

Summary of the Role

This strategic role oversees the development of service delivery across the APAC region. The role is responsible for leading the development of a regional service strategy, the resulting delivery model and an eventual profit centre. It will be responsible for harmonizing processes and technical service delivery as well as driving process improvements to ensure a future ready service model to support business growth and customer satisfaction.

Key Functions / Responsibilities

1. Vision & Strategic Planning

• Customer Experience Mapping: Lead a range of stakeholders in the development of the ideal customer journey, incorporating concepts of reachability, convenience of service and purchase, personalization, ease of use, and flexibility.

• Customer Experiences Implementation: Coordinate cross-functional teams (e.g., sales, marketing, products) to align implementation of initiatives around prioritized customer segments and experience design initiatives, implementing and deploying tools and processes that will create an exceptional customer experience.

• Provide leadership in development of mid to long term enterprise, and technical service strategies.

2. Drive Top Class Operational Functioning

• Identify the capabilities needed to meet the current and emerging business needs of a significant business area.

• Evaluate current capabilities, identify gaps, and prioritize development activities. Build capabilities elsewhere in the organization through mentoring and other informal methods.

• Prepare workforce plans to determine operating structure to meet customer and organisational goals.

• Put in place efficient and productive data driven operational processes.

• Perform as-is view of the organisation to identify specific areas of improvement and opportunities to scale the service function.

3. Champion Talent and Culture

• Take personal accountability to coach, motivate, recruit and develop highly effective team members.

• Create a sense of, engagement and belonging within entire team.

• Drive a culture of performance and recognition.

• Champion of diversity and inclusion Terumo Core Values.

4. Deliver through a Hands-on Management Style

• Gemba (visiting field or floor), is a fundamental Terumo / Japanese business trait. The role will demonstrate ground level action and seeking Voice of Customer, and be accessible in the practice of open management.

5. Relationship Builder & Integrator

• Establish and maintain positive & co-operative working relationship with management, regional and global colleagues, entity associates, customers and distributors while continuing to grow and expand market share.

6. Drive Terumo Code of Conduct, Core Values and Impeccable Ethics and Compliance

• Ensure zero risk to Terumo reputation.

• Act as a role model for all TAP Associates at all times and with transparency.

• Champion sustainable ethics and compliance within TAP its distributors, vendors and partners.

Functional / Technical Skills

1. Action Planning

• Applies expertise to act as the organizational authority on developing appropriate plans or performing necessary actions based on recommendations and requirements.

2. Planning and Organizing

• Uses expertise to act as organizational authority on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

3. Verbal Communication

• Acts with expertise as the organization's authority on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

4. Writing Skills

• Acts with expertise as the organization's authority on using clear and effective writing skills to express ideas, request actions and formulate plans or policies.

5. Adaptive Mindset

• Works at an advanced level to shift into and out of a mental mindset associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Typically works independently and provides guidance. Adapts existing tools and techniques to existing situation, adapts to changing goals / objectives, Entrepreneurial spirit, focuses on simplicity when addressing the customer

6. Compliance Management

• Uses comprehensive knowledge and skills to act independently while guiding and training others on achieving full compliance with applicable rules and regulations in management and/or operations.

7. Qualifying

• Identifies and communicates benefits, identifies budget and timing, identifies competition, Invests appropriate effort, Qualifies opportunities

8. Performance Management Process Design

• Uses comprehensive knowledge and skills to act independently while guiding and training others on building a high-performance culture by designing and delivering programs that accurately assess and recognize the skills and capabilities that the organization needs to achieve success.

9. Customer Service Delivery

• Works independently using comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.

10. Customer-Focused Approach

• Collaborates with customers, Elevates partner insights, Keeps customer at center of sale, Uses common terminology

11. Business Acumen

• Understands how business functions and is knowledgeable in current and possible future trends that could affect their area of specialty.

Education & Experience

• Graduate or Post Graduate degree/s.

• MBA from reputed institute will be an added advantage, though not a must.

• Overall experience of 10 -15 years.

• Managerial Experience: Experience of planning, managing and organizing resources within short / medium timescales within the overall policy framework. (Over 6 to 10 years)

Note to External Recruitment Agencies:

Terumo does not recognize candidate submissions from any recruitment agencies and will not be responsible for payment of any recruitment fees due to the hiring of candidates whose resumes were submitted to Terumo employees or offices without the recruiting team's acknowledgement.