Job Description Summary

The Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. This role partners throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology by using deep expertise in Lean, Six Sigma, project management, analytics, and business practices. The candidate must have the ability to establish trusting and collaborative working relationships with executive leadership and cross-functional teams of subject matter experts. This deep partnership with critical stakeholders will allow the role to successfully oversee the end-to-end execution of critical initiatives that drive targeted business outcomes and enhance the customer experience. A track record of leading a portfolio of large-scale, cross-functional transformation and innovation initiatives is essential.
To be successful in this role, the ideal candidate:
• Is forward thinking — developing processes and technology for a 5+ year vision
• Demonstrates a consultative approach to problem solving
• Effectively communicates — successfully managing up to the executive level and down and across to the collaborator and subject matter expert level
• Understands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skills
• Proactively partners and influences team members across a highly matrixed organization
• Has strong skills to manage leadership audiences, set expectations, and influence both goals and results
• Sees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributors
• Creates well-rounded, scalable, governance models and reasons for large scale improvements
• Thoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communication
• Gets up to speed quickly in new areas
• Has experience driving both long-term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week)

Job Description

About BD

Be part of something bigger!

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care.  The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us!

Purpose

The Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. This role partners throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology by using deep expertise in Lean, Six Sigma, project management, analytics, and business practices. The candidate must have the ability to establish trusting and collaborative working relationships with executive leadership and cross-functional teams of subject matter experts. This deep partnership with critical stakeholders will allow the role to successfully oversee the end-to-end execution of critical initiatives that drive targeted business outcomes and enhance the customer experience. A track record of leading a portfolio of large-scale, cross-functional transformation and innovation initiatives is essential. 

Specific Duties, Activities and Responsibilities

• Associate development 50%

• Change Management 25%

• Stakeholder Management 15%

• Administrative / Other 10%

To be successful in this role, the ideal candidate: 

• Is forward thinking — developing processes and technology for a 5+ year vision 

• Demonstrates a consultative approach to problem solving 

• Effectively communicates — successfully managing up to the executive level and down and across to the collaborator and subject matter expert level 

• Understands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skills 

• Proactively partners and influences team members across a highly matrixed organization 

• Has strong skills to manage leadership audiences, set expectations, and influence both goals and results 

• Sees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributors 

• Creates well-rounded, scalable, governance models and reasons for large scale improvements 

• Thoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communication 

• Gets up to speed quickly in new areas 

• Has experience driving both long-term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week) 

Knowledge, Skills and Abilities

I. Service Orientation, Initiative, & Quality

• Grasps precise understanding of quality audit and workforce management objectives & expectations

• Fosters an open dialogue and maintains an approachable manner and treats others fairly and respectfully

• Develop and implement workforce management strategies to optimize staffing levels and productivity

• Conduct regular quality audits to ensure compliance with company standards and regulatory requirements

• Analyze workforce and quality data to identify areas for improvement and implement corrective actions

• Collaborate with cross-functional teams to address quality issues and enhance operational efficiency

• Train and mentor staff on quality standards and best practices

• Prepare detailed reports on workforce performance and quality metrics for senior management

II. Associate Development  

• Onboard, train, motivate and retain talented team members

• Develop influence leaders through practice, policy and feedback

• Coordinate lead resources for coverage and change deliverables aligned with initiative priorities

• Provide exposure to cross functional operations and Service and Support leadership to increased knowledge and context

III. Change Management

• Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives

• Achieve buy-in from all decision makers for the successful application of performance excellence / performance improvement. Create team processes for optimizing results

• Champion of CSC and Field workflow, SAP-CRM and SDS policies and procedures

• Coordinate communication activities and market the process and results by publicizing goals, plans, progress and results focused on CSC Continuous Improvement/Process Improvement

IV. Customer Management Escalation

• Ensure continual, clear and relevant communication among team members

• Leverage identified operational performance and trends to reduce escalations and complaints

• Demand and reinforce high levels of data quality and case management excellence throughout the lifecycle of managed each issue

• Prioritize and build business case with measurement scorecard for continuous improvement and other programs

V. Administrative/Other

• Timely completion of any Company or Department required training 

• Timely completion of internal company documentation

• Performs other duties as assigned 

Requirements:

• Bachelor's degree preferred

• 5+ years of experience in management consulting, strategic operations, operational excellence, and/or process improvement 

• 5+ years of experience in leading change for continuous improvement and transformational technology and process initiatives in an iterative, cross-functional, and fast-paced environment 

• 5+ years of experience in an operational environment; experience with Product implementation & Support organizations highly desired 

• Experience in workforce management, quality assurance and understanding of standard processes strongly desired 

• Experience leading Salesforce, CRM or other large enterprise technology changes is desired 

• Strong MS office skills particularly in advanced PowerPoint, Excel, and Power BI 

• Excellent analytical, problem-solving, listening, interpersonal, and verbal/written communication skills 

• Strong leadership, group facilitation, emotional intelligence, and project management skills  

• Experience with successful implementations of complex technology changes / implementations 

• Experience working in SaaS, Healthcare, Medical Device, Pharmaceutical and/or Engineering environments 

• Experience working with Customer Service Call Centers and/or Field Technicians is a plus 

• Flexible in working hours and be available for on call operations support

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

To learn more about BD visit: https://bd.com/careers

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY2 Night 10p-7a Mon-Fri (Malaysia)