Team Lead - Business Support

Job Description

Team Lead – Product Support Job Description: Team Lead – Product Support, Medline India is responsible for providing World Class Customer Service to Medline's Customers and Sales Representatives across the USA. The role involves not only leading Product Support, Project team, and other operations teams but also acting as an individual contributor responsible for all Divisional Support activities. This individual must have a desire to work for a fast-paced, large corporate organization. In addition to exceptional organizational and follow-up skills, you must have a “Can do” attitude. Skills / Experience: Required: Excellent communication skills with the ability to liaise with India team and US counterparts. Candidate should have at least 7-11 years of experience in leading a team of 5 to 8 members. Excellent proficiency in Microsoft Excel, with a understanding of the Power BI tool. Ability to gather data, perform analysis, and process improvement with strong analytical & and problem-solving skills. Should be excellent with advanced Excel & and should be a highly driven and self-motivated individual. Preferred Qualifications: Previous experience working in Laboratory, Healthcare, Medical Devices, and Pharma is a plus. Previous experience working in Sales support, Customer service, and Data Management is an added advantage. Preferred knowledge of SAP system is a plus. Some of the responsibilities are: Job Specific: Serving as the first level of management, accountable for the performance and outcomes of the team. Develop and mentor staff through onboarding, open communication, training, and development opportunities; deliver performance management processes; build and maintain employee morale and motivation; ensure the team is appropriately staffed with required competencies. Provide subject matter and operational guidance to the team Define measurements and collate metrics to monitor and continuously improve the efficiency and effectiveness of the teams Manage direct reports and act as the point person for communication with Medline’s division leadership Identify areas for process improvement with the team with the domestic and overseas support groups. Maintain information database and answer related queries from US stakeholders Access gaps in the product offerings and work with the relevant product manager to set up new vendors and items Work on Divisional process improvement, automation, reports, and adhoc projects. Follow up with the leadership to understand what business has been closed and what additional information/support is needed Should take the lead in the preparation of training & and learning documents across the entire customer service function. Develop a culture wherein continuous improvement involves everyone and the process of change becomes routine; and develop and value key partnerships with team members, customers, and US stakeholders. Organizational level: Facilitate the identification of key performance indicators crucial to the team’s success and help/assist the manager in measuring it during the performance evaluation process. Facilitate enhancement of productivity metrics (as and when required) used to assess employee performances. Assist in identifying training and development needs for team members. Lead direct reports and act as the point of contact for communication from Medline India with all relevant stakeholders. Ensure adherence to Medline core values within team members. Demonstrate readiness to consistently follow and drive team members on compliance, standards, and processes. Drive & lead team members to integrate new approaches, frameworks, and best practices. Assist the Medline India leadership in organizational initiatives, vision, and goals. Show more Show less