Global Post Market Complaints Associate Manager

Job title:

Global Post Market Complaints Associate Manager

Company

Olympus

Job description

Global Post Market Complaints Associate Manager KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Chief Quality OfficerLocation:United Kingdom (Remote)Reference Number:80042193-26032025Website:A global leader in the medical device and technology industry, for more than 100 years Olympus has focused on making people’s lives healthier, safer, and more fulfilling. Our products and solutions help to diagnose, prevent, and treat illnesses, further scientific research and keep people safe.Your responsibilities

• The Global Post Market Complaints Associate Manager will manage complaint handling within the Triage operation, ensuring accuracy in intake, SLA adherence, and effective escalations. This role includes managing day-to-day tasks to ensure proper documentation of updates or added information in customer inquiries, as well as recording some manual potential complaint entries from specific local sources.

The candidate will also monitor Analyst performance to ensure process effectiveness and maintain standards for routine assignments. They will foster a culture of good documentation practices to ensure compliance with global medical device regulations. Additionally, the Global PMS Triage Associate Manager will have accountability for reporting to their leadership on process effectiveness, driving continuous improvement through cross-functional collaboration with Olympus Post Market Surveillance and Service departments, and attending weekly, monthly, and quarterly business reviews with key stakeholders.Key Responsibilities

• Partner with Olympus leadership to ensure service consistency, aligning with quality, compliance, regulations, and company goals.
• Oversee daily BPO performance, manage escalations, and serve as the first operational contact for assigned regions.
• Ensure timely and accurate conversion of inquiries into complaints.
• Monitor and summarize Analyst KPIs weekly to assess training effectiveness.
• Provide performance reports with insights to stakeholders, maintaining SLA standards for a global Center of Excellence.
• Conduct focus groups with BPO Analysts and management to identify challenges, opportunities, and best practices.
• Support Global Triage in identifying and resolving complaint-related quality issues.
• Assist in audits for outsourced processes and contribute to Quality Assurance initiatives.
• Improve process documentation by providing feedback and recommending updates.
• Enhance Analyst-facing materials with supporting documentation as needed.
• Actively participate in meetings with regional leadership.

Your qualification

• At least 4-5 professional years experience in a similar role within a regulated industry
• Managed, or worked within a large volume, BPO call centre/complaints and customer journey mapping projects.
• Experience and knowledge of all customer service/complaints KPI & SL metrics.
• Experience of managing a critical path regarding customer complaints would be advantageous
• Building or supporting differentiated tiers of service or unique customer segments.
• Supporting customers in a 24x7x365 environment.
• Any experience within Salesforce would be beneficial
• Effective communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.
• Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.

Your competencies

• Patient Focus – We put patients at the heart of everything

– Integrity – We do the right thing
– Innovation – We look for new ways to make things better
– Impact – We take accountability and get things done
– Empathy – We care for one another and work togetherYour benefits

• In addition to a competitive salary, you will receive a generous annual leave entitlement

– You will be eligible to receive private medical cover
– Comprehensive company pension scheme
– You will receive an annual health check with BUPA, funded by us
– Employee Assistance Program to support your health, mental and emotional-wellbeing
– At our HQ, we have a subsidised staff restaurant and free parking
– Other benefits include discounted gym and wellness memberships, cashback and discounts with major UK retailersFurther information:Valuing diverse perspectives and lifestyles is closely aligned with our core values. We would therefore like to encourage all candidates to apply – regardless of gender, nationality, ethnic and social origin, religion, age, disability, sexual orientation, marital status, identity or conditions and restrictions which cannot be shown.

Expected salary

Location

United Kingdom

Job date

Fri, 04 Apr 2025 06:09:08 GMT

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