Contracts & Customer Support Manager Job Toronto area,Ontario Canada,Management

Hologic Job Description

Job title:

Manager, Commercial Contracting & Customer Support

Department: COMMERCIAL OPERATIONS

Business Unit: CORPORATE

Reports to:

Manager, Contract Performance & Sales Support

Location:

Canada

Role Overview:

Lead and build a high performing team

Lead training and development of team members

Oversee and support day-to-day activities of the Commercial Contracting and Customer Support Teams

Manage Team KPIs and drive operational excellence

Manage and maintain departmental SOPs and documents

Strengthen and maintain strategic partnerships with internal departments

Demonstrate leadership behavior and company values

Hologic, Inc. is a leading developer, manufacturer and supplier of premium molecular diagnostic products and services that are used to diagnose human diseases, screen donated human blood and to aid in biomedical research. Hologic is also a leader in the development, manufacturing and sales of medical imaging systems and biopsy devices as well as surgical and treatment products, with an emphasis on serving the healthcare needs of women.

Our business is dedicated to impacting the lives of people across the globe through the early detection of disease, improved diagnosis, and less invasive treatments.

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families, and communities.

Our company believes that people are our greatest asset and only by recruiting, hiring, developing, and retaining the most talented employees can we continue to be successful. Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment, and the ability to make a dramatic difference in the world of healthcare.

We are rapidly growing and yet we have never been more focused – on our people, on our growth, on our future. There has never been a more exciting time in our company’s history.

Our Purpose – We enable healthier lives, everywhere, every day.

Our Passion – Become global champions for women's health.

Our Promise – The Science of Sure

The ideal candidate will bring strong focus on continuous process improvement and team development. This person will lead their team while providing operational support, negotiation and risk-assessment capabilities, and knowledge of Canadian procurement standards. Fluency in English and French is required.

ROLE DESCRIPTION

The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

Team Management

Lead, manage, and coach a highly engaged team

Drive team engagement

Manage and support team development by developing and supporting individual development plans with team members

Coach and mentor emerging top talent

Support new talent selection and training of new team members

Drive employee achievements through setting and supporting realistic individual and team goals aligned with company strategies and targets, using appropriate and clear metrics to measure performance

Represent and advocate for team with management team

Oversee day-to-day activities

Supervise day-to-day Customer Support operations including call center activities, group inbox management, and order entry escalations

Supervise day-to-day Commercial Contracting activities including quote and amendment requests, group inbox management, and risk-assessment escalations

Manage order entry processes: ensure attention to detail and accuracy, timeliness, and monitor adherence to company policies

Manage phone metrics and quality standards

Manage commercial quoting processes: develop and maintain contract templates, respect internal and external deadlines, and ensure adherence to company policies and requirements

Manage contract compliance: review and oversee contract compliance management and rebate/reporting requirements

Manage contract negotiation process: update and…


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