Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, including all
12 sub-processes within pre-order, order and return process streams for local market
Manage local / 3PL teams
Align with Manager, Customer Operations, for the transformation plans of Customer Operations (CO)
- Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data
- Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
- Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
- CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes
Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement
Consignment Process
- Maintain End to End tracking of Consignment Approvals
- Close monitoring of Consignment accounts (Physical Audit / Approvals / Validity)
- Timely Franking for Consignment agreements to comply with Legal guidelines
- Monitor Ageing / Consignment MOH / Expiry & Near Expiry Pull back
OTI Activities
- End to End Activities handling in OTI (Order to Invoice) stream
- E- Invoicing (IRN & TCS) activities support
- Generation of pending billing documents
- Support on Cancellation of documents as required
- Monitor Open Returns / Exchanges / Damage & Expiry transactions
- Follow-up with 3PL on Open CN Documents
- Monitor Delivery Blocks
- Maintain Shippoint data
- Demo Equipment Tagging
- 3PL KPI Reviews
EFA PROCESS / SALES AND BUSINESS SUPPORT
Embed compliance and controls for current and future EFAs and Contracts.
Validate and approve the filled agreements in line with BPA approval
Contract creation in IRIS for equipment order execution. (Ensure completeness of documentation)
Manage customer database on Agreements to ensure all documentation is updated and relevant at all times
Retention of agreements (EFA, RC & Primera)
Primera & Rate Contract PROCESS / SALES AND BUSINESS SUPPORT
Ensure on receipt of Primera & RC. Update and share with BPA for further process
Manage Primera & RC Agreements to ensure all documentation is updated and relevant at all times
Financial Compliance
- Agreement templates are as per Legal Guidelines and ensure any changes to be process with required approvals
- Align finance processes throughout internal customers and ensure compliance with local requirements.
- Support Finance Team for all audits.
Risk awareness
- Raise awareness of key risks and risk response in the organization.
- Coach and strengthen internal control skills within the organization.
Standard Operating Procedures and policies
- Ensure best practice internal control standards (Policies, SOPs, MALs) are in place for Alcon India.
- Contribute to the harmonization of the processes/controls throughout Alcon India.
- Support sales team queries on timely basis
- Ad hoc reporting as requested and adherence to all company quality system procedures.
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