At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. **A Day in the Life** We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. The Senior Customer Service Supervisor role is a Tier 3 process expert, possessing high level of leadership competencies, strong business acumen, a champion of the Medtronic Mindset culture and a consistent enabler of Operational Excellence. The Senior Customer Service Supervisor will primarily act as a process lead with 50% strategic responsibilities where he/she will identify, execute, and drive opportunities to sustain a high-performing and motivating work culture in CQS – Configuration Assurance. In this role, he/she will be responsible to drive the CQS - Manila Shared Services performance that will enable a robust execution of operational excellence, ensuring that results are achieved with the highest quality and integrity especially One of the critical responsibilities of a Senior Customer Service Supervisor is to closely work with the Configuration Assurance Manager in maintaining the overall performance of the site and overall CA team, ensuring that there is a regular check and balance across the teams. In this role, he/she will be accountable to identify opportunities that will help deliver efficiency and improve the work routines of the site. He/she is responsible for creating a consistent ideation venue across teams and lead A3 DMAIC projects. The Senior Customer Service Supervisor will be responsible for stakeholder management and cross-function engagement. He / she is responsible to actively engage with them to achieve common operational and business goals. A strong indicator of success is for this role is the ability to effectively influence his/her direct reports including peers, cross-function partners and stakeholders through proactive communication and strategic positioning of ideas that will result to strong collaboration in achieving sustainability in the end-to-end process to deliver the best-in-class Stakeholder Experience. **Responsibilities may include the following and other duties may be assigned:**   + Supervises direct reports and supervisors, providing tactical and / or technical leadership; + Manages deliverables in task-oriented terms and delivers results according to established procedures/alignments. + Partners with the Configuration Assurance Manager to create and implement operational plans to achieve excellence. + Monitoring and evaluating Direct Reports or Indirect Reports performance; providing learning and /or coaching & development and meaningful career conversation; taking corrective action where necessary. + Provides the highest level of Customer Service, internally and externally, concerning the service offerings in Manila Shared Services team for the Configuration Assurance Team. + Maintains the delivery of committed goals of the team being managed, including attainment of highest quality standards on the team’s output. + Develops strategies to improve team metrics and performance. + Drives team-wide initiatives to support the improvement of the team’s Organization Health Status. + Works with the trainer/process experts on new hire onboarding, certification, and process updates. + Provides initial inputs in hiring, dismissal, promotions, and rewards decisions in the team. + Serves as the Official Back up of the Configuration Assurance Manager. + Leads A3 DMAIC and automation initiatives to be deployed with the Configuration Assurance Team. + Responsible for transition of new scope or services. + Works with the Business Process Improvement Manager on identifying team-wide process gaps needing retraining, polishing of process update and quality/efficiency improvement initiatives. + Key lead on stakeholder management; answers level 1-2 escalations. + Ensures strong partnership with the cross-function teams by leading regular cadences and discussions on process improvements and streamlining. + Participates in MBR/QBR reviews with key stakeholders and cross function partners. **Required Knowledge and Experience** + Bachelor’s degree is required; + 10+ years of experience managing a group of more than 5-10 direct reports. + Knowledge and experience of A3 DMAIC, Lean or Six Sigma Methodologies is an advantage. + Intermediate/Advanced skills in reporting via Excel and creating sound Power Point presentations. + Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships with team members, internal/external stakeholders and offshore counterparts. + Solution orientated with a “can do” attitude and proactive, bias for action nature. + Ability to independently, resourcefully, and creatively research and implement new solutions. + Demonstrates initiative and innovation to generate ideas and solutions in different situations. + Results orientated – Self-motivated and positive. **Physical Job Requirements** The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.  **Benefits & Compensation** **Medtronic offers a competitive Salary and flexible Benefits Package** A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. **About Medtronic** We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com) **Welcome to our new Careers Site!** **If you applied before July 22nd, please check your email for a notification from us providing you with instructions and a link to set up your new account and retain access to your current activity. If you do not see an email from us, please feel free to proceed with creating a new account.** We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. **We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. **We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. **This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will… + **Build** a better future, amplifying your impact on the causes that matter to you and the world + **Grow** a career reflective of your passion and abilities + **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: **Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. **Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. **Better outcomes for our world** . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. **Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) . For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com