Head of Customer Operations Excellence

2 weeks ago

Abingdon Oxfordshire, United Kingdom ABBOTT Full time

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

The Opportunity

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

We are currently recruiting for a brand new Head of Customer Operations Excellence role based in our Abingdon (Oxfordshire ) office. This is a leadership role that oversees four departments and approximately 60 employees/contingent staff and 150 workers.

As the Head of Customer Operations Excellence, you will drive the strategic direction for and manage the Customer Onboarding, Bookings and Collections Network Teams in order to deliver against performance metrics to a service level which retains existing customers and enables the organisation to compete to win new customers.

What You'll Do

In this role you will be responsible for actively delivering a class leading service for drug and alcohol testing services in the workplace and maritime industries ensuring both company and external accreditation body standards are maintained. More specifically:

  • Provide strong leadership that motivates and engages the team, aligning their efforts to deliver against the Customer Operations' goals and objectives
  • Line manage, and develop cross trained / multi-skilled Customer Operations teams
  • Be accountable and responsible for all aspects of the Drug and Alcohol Customer Operations and work collaboratively with the Abbott Toxicology Commercial Team to retain business, win new business and develop the service to optimise stakeholder satisfaction
  • Continuously assess and improve the ways we serve customers to achieve success in customer facing Operations
  • Develop and introduce shared processes, customer information, and standards to help teams work together, especially in terms of customer risk and expansion opportunities
  • Ensure that all strategic and operational objectives are understood, cascaded, and communicated effectively throughout the teams
  • Oversee workforce planning to fulfil the SLAs of individual clients; allocate resource as required
  • Support the internal, supplier and external audit programmes
  • Identify root causes, escalate and proactively communicate operational issues and opportunities
  • Regular interaction with customers to ensure we align our services to their existing expectations and gather awareness of any future/upcoming requirements
  • Ensure proactive management of any customer related issues and customer opportunities with the right level of urgency
Required Qualifications

  • Educated to degree level in Business/Science/Commercial
  • Previous leadership experience in a fast-paced environment ideally in customer operations
  • Industry experience of toxicology, drug and alcohol testing and occupational health services desired
  • Experience of working within a regulated environment managed by Quality systems (e.g. ISO 9001, ISO 13485 certified, ISO 17025 and RISQS accreditations)
  • Good IT literacy (Salesforce, Helix software and MS Office)
  • Strong business acumen and attention to detail
  • Strong interpersonal, communication and presentation skills.
  • Customer-focused mindset and passion for process improvement
  • Ability to multi-task and prioritise own workload
  • Ability to demonstrate strong initiative and influencing skills
Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

  • Career development with an international company where you can grow the career you dream of.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
Connect with us at on Facebook at and on Twitter @AbbottNews and @AbbottGlobal. #J-18808-Ljbffr

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