Job Title – Senior Analyst Problem Solving - Services Operations
Job Location – Bangalore
Shift Timing - TBC
In this role, you have the opportunity to
Leverage your problem solving and program management experience to ensure EDI meets overall performance objectives. This key role will capture, review and monitor our workforce performance and drive continuous improvement to strengthen our capabilities to deliver on our global commitments. Responsible for Service & Solution delivery performance management, including operational performance, serviceability initiatives, productivity, and solution delivery performance.
You are responsible for
Leads productivity improvements through lean techniques, practical problem solving and six sigma techniques to solve service and solutions process problems
Lead a systematic approach to improve productivity and increase regulatory compliance; driving improvements including but not limited to proactive monitoring for service, overall serviceability readiness and other initiatives
Monitor, measure, analyze and report the actual performance against targets (KPIs)
Defines KPI, dashboard and analytics requirements to monitor performance
Identify root cause and drive process improvements, bringing performance back on track considering an integrated perspective, contributing to cross-functional collaboration
Defines and Monitors Daily Management / Problem Solving to improve business performance
Report and communicate results & achievements towards stakeholders in support of MPR/MBRM
Driving business results by identifying and tracking operational performance and identify improvement opportunities with the O2C team centrally and in the markets.
Establish the framework, and incorporation into Daily Management Practices that sustains changes and improvements.
Prepare regions/markets so they clearly understand, prioritize and get organized for transformational activities (i.e. new Service/Product/Solution or Programs)
You are a part of
Philips Enterprise Diagnostic Informatics (EDI) Business Group (BG), which provides affordable and integrated informatics solutions for health systems. We believe that by enabling intelligent decision-making and improving clinical pathways, our solutions will lead to better clinical, operational and financial outcomes across the health continuum. You will report to the Services and Solutions Delivery Capability and Operations team.
To succeed in this role, you should have the following skills and experience
10+ years in a related role, demonstrating systemic improvements and driving change
Lean sigma, Black belt/MBB
Ability to drive measurable results while promoting strong cross-functional collaboration across a matrix environment.
Excellent analytics and excel modeling skills, with a strong understanding and ability to tie KPIs to operational processes
Experience with Data Analytics for Lean and/or Six Sigma (required)
Experience with performance improvement, change and transformational program management methods and related tools
Strong written and verbal communication skills
Ability to effectively manage multiple priorities requiring attention to detail while ensuring high quality work products and driving concurrent projects to completion.
Ability to build relationships and achieve results by influencing colleagues in other organizations, including program management, Services support teams and technical Subject matter experts
Proven negotiation and communication skills
Exceptional interpersonal relationships
Excellent leadership and presentation skills
Driver of operational excellence and meaningful innovation
Results oriented, pragmatic, and analytical
Good knowledge of Service processes (Service Desk)
Strong technical and Software/Device monitoring experience preferred
In return, we offer you
Opportunity to facilitate and direct various stakeholders, being accountable for establishing metrics and measurements to track performance, influence and direct meaningful and measurable impact on our customers and performance levels. In this highly visible and influential role, you will work cross-functionally to identify requirements, KPI and performance levels, influence process changes and report to key stakeholders / leadership.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.