Job Purpose (State in one sentence the overall objective of the role)

The Sr. Manager - AGS Americas Commercial Operations at AGS Bangalore Centre is a leader, who is accountable for the overall success of the AGS Commercial Operations North America in Bangalore.  This leader is accountable for developing a results-oriented, highly effective commercial operations organization that supports specific business requirements of Alcon, build a collaborative culture, drives productivity improvements on a continuous basis and achieves operational excellence against defined benchmarks in line with agreed standards for Bangalore Centre.

This role would also be responsible to work closely with Commercial Operations leadership in shaping the new opportunities and then lead transitions in partnership with global functions. Manage service delivery, operational excellence, Performance Management and Talent Management

Major Accountabilities (Describe the 5-7 main results of the role to be achieved)

General

Observe the corporate policies, procedures, and local law in responsibilities.Undertake to observe confidentiality requirements.Collect and report Adverse Events in accordance with Alcon standards.Collaborate with Alcon local & Global Commercial Operations team.Continuously improve and share knowledge.Lead Service Delivery, Operational Excellence, Performance Management, Talent Management and lead transitions.

Role specific:     AGS Americas Commercial Operations

Leadership and Management ·Translate high-level strategies into actionable goals and initiatives for the team.·Utilize advanced judgment and independent thought leadership to guide the team towards achieving strategic goals.·Influence the broader Commercial Operations by providing insights and innovative solutions to complex problems.·Lead and manage a diverse team of over 50 associates across multiple functions and disciplines, promoting an inclusive and supportive work environment.·Oversee the recruitment process, ensuring the selection of high-calibre talent.·Implement strategies to retain top talent by fostering a positive and engaging workplace culture.·Develop comprehensive training and development programs to enhance the skills and capabilities of team members.·Motivate the team through recognition programs, career development opportunities, and a clear path for growth.·Act as a change agent, working with global colleagues to establish standardized ways of working.·Drive initiatives that promote global collaboration and consistency in operations.·Expertise in Commercial Operations:·Provide deep expertise in the processes and best practices of Commercial Operations.·Identify areas for process enhancements and implement changes to improve efficiency and effectiveness.·Align improvement initiatives with the strategic priorities of the function, ensuring they contribute to overall business success.Operational Management:·Supervise the day-to-day activities of the Commercial Operations team, ensuring smooth and efficient workflows.·Develop and implement standardized operational processes that optimize productivity and ensure consistency across all functions.·Use data-driven approaches to identify and eliminate inefficiencies.·Establish and monitor key performance indicators (KPIs) to track and drive operational excellence.·Regularly review performance metrics and use them to guide decision-making and process improvements.·Foster a culture of accountability and high performance by setting clear expectations and providing regular feedback.Decision Making:·Define and implement ways of working that promote efficiency and collaboration within the AGS Centre teams.·Influence the strategic direction of service delivery and capabilities within Commercial Operations, ensuring alignment with overall business goals.·Lead the recruitment efforts for the Bangalore team, ensuring the selection of skilled and motivated individuals.·Develop talent management strategies that focus on continuous learning, skill enhancement, and career progression.·Implement performance management processes that recognize achievements and address areas for improvement.Stakeholder Management:·Engage with senior leaders and stakeholders across Commercial Operations to ensure strategies and initiatives are aligned.·Collaborate with partner groups to harmonize objectives and achieve shared goals.·Develop and maintain effective communication channels with global colleagues, ensuring transparency and regular updates.·Establish an engagement model that promotes connectivity and collaboration across different functions and geographies.Collaborate with leaders across the enterprise and be a key influencer in business-critical prioritiesTeam Management:·Demonstrate exemplary leadership behaviours, setting a standard for the team to follow.·Provide clarity and vision to direct reports, helping them understand what success looks like and how to achieve it.·Communicate the strategic vision and goals clearly to the team, ensuring everyone is aligned and motivated.·Implement strategies to attract top talent and create an environment where employees feel valued and motivated to stay.·Foster an environment that supports personal and professional growth through continuous learning opportunities.·Promote a collaborative and inclusive culture that values knowledge sharing, continuous improvement, and innovation.·Encourage team members to share ideas and best practices, contributing to the overall success of the organization.AGS Americas Commercial Operations Community Leadership:·Develop & provide sense to belongingness & ONE CO team mindset to all the sub functions like – Customer Master data, Implant Card, Customer Services Technical Support Auto fax, QA monitoring, CO analytics etc.·Serve as a community leader for associates involved in various processes under Commercial Operations, providing guidance and support. Act as key focal for CO teams & connect with AGS ILT (India Leadership team) focal to provide feedback / inputs.·Partner & coordinate with remote managers to ensure seamless performance management and alignment of objectives for associates.·Take responsibility for the performance management of associates reporting to remote managers, ensuring clear communication of expectations and consistent feedback.·Foster a sense of community and belonging among associates, despite remote reporting structures, by maintaining regular engagement and support mechanisms.·Works in collaboration with functions & HR to develop strong talent pipeline.·Collaborates with AGS functions to gain best practices insights and implement SMP for commercial operations.·Encourage participation and nominations for Local Community Events e.g. - AiA, 9 GEMS, ERG etc.

Key Performance Indicators

Co-own the Associate Experience Score at Centre level & provide leadership guidance in partnership with HRBP to sustain / enhance the associate experience.Co-own the Voluntary Turnover Centre level with functional leads, HRBPs & provide leadership guidance in partnership sustain the VTO rate within company target.Partner with local / global team to ensure adherence to the centre budget.Program/Project delivery on budget and at expected level of quality.Timely delivery of all projects, the portfolio Meet defined and agreed implementation scores.Shape the opportunity / idea to Commercial Operations growth opportunity.High level of customer satisfaction from all key stakeholdersContribution towards initiatives beyond assigned projects.

                              

Job Dimensions (Indicate key facts and figures)

Number of associates:

Direct Reports – 4~6, Indirect Reports 50+

Financial responsibility:

(Budget, Cost, Sales, etc.)

Impact on the organization:

Medium

Job Requirement (State the required education, experience level, and competency profile)

Education:

Bachelor’s degree

Languages:

The ability to fluently read, write, understand, and communicate in English.

Experience:                            

Minimum 15 years of overall experience, 5+ of managing a Shared Services operations / organization, in managing shared services – any of the operations - Finance, HR and IT, Customer Service etc., proven track record in people management & stakeholder management.

10+ years of experience in roles/projects connected to organizational transformation/change, process transition/transformation. 3+ years’ Experience in working within virtual teams and in matrix organizations. Experience deploying business solutions. Track record of managing medium scale, complex & cross-functional projects

Competency:

Ability to excel in a matrix organization – people management, global stakeholder management. Ability to influence without authority. Collaborative attitude.  Lean Six Sigma - Green belt certification, understanding of the shared services industry, excellent communication, and presentation skills at senior management level.

Leadership Competency

Required Proficiency Level

Category

Descriptor

F

I

A

T

Self

 Aware of Impact & Develops Own Leadership Skills

Self

 Acts with Integrity & Leads with Courage and Humility

Self

 Drives for Superior Results and Has Will to Win

Team

  Builds High-performing Teams to Achieve Extraordinary Results

Team

 Develops the Best Talent for Alcon

Team

 Collaborates Across Boundaries for Shared Success

Business

 Sets Clear Direction and Executes for Sustainable Growth

Business

 Drives Change to Outperform Competitors

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