Work mode: Hybrid

Onsite Location(s):Istanbul, TR

About the role:
The Business Support Manager leads a high-performing, customer-centric team within a country or cluster, providing administrative support to the Sales & Marketing organization to achieve BU's goals and objectives. This role focuses on operational excellence, customer satisfaction, and business growth through effective planning and organizing, people management, lean business processes, and continuous improvement initiatives.

Key Responsibilities:
Operational Leadership:

• Oversee the Business Support team to ensure smooth day-to-day operations and high levels of service and customer satisfaction.
• Focus on business planning, resource & budget allocation, and effective people management practices.
• Collaborate with stakeholders within and across countries to manage ad-hoc requests, escalated customer issues, special projects, and new services as required.
• Facilitate communication within the team, coordinate projects, and act as an active change management ambassador.

Relationship Management:

• Develop and maintain first-class relationships within the organization and with customers.
• Foster close working partnership approach with stakeholders to enforce collaborative efforts.
• Serve as the ‘go-to person’ for the team and applicable division/cluster in case of escalations to maintain service standards.
• Implement strategies incl. align with business needs, and manage expectations to improve customer satisfaction.

Team Leadership:

• Create a high performing service culture for the Business Support Team.
• Coordinate and align with Business Support Leads across EMEA to identify key activities, responsibilities, and best practices for sharing.
• Manage team of Business Support Partners including recruiting, hiring, performance management, talent development, career progression.
• Ensure team members consistently follow proper control procedures and use appropriate systems to meet reporting requirements and regulations.
• Monitor team performance against service indicators on an ongoing basis to sustain high levels of service.

Efficiency Improvement:

• Identify areas for improvement and implement, execute, and maintain initiatives to sustain high service levels.
• Analyze support metrics and customer satisfaction to improve service offerings and business support.
• Actively support the team and stakeholders in changes as a change management ambassador.

Qualification & Competencies:

• Bachelor’s degree highly desirable.
• 5+ years’ in business experience in customer service, HR, marketing, or shared service environment.
• Fluency in English language.
• Proven people management skills of diverse and inclusive people leadership.
• Strong interpersonal and communication skills.
• Ability to influence internal and external stakeholders with the ability to sell ideas and drive change.
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Experience objection handling skills and ability to train through role playing.
• Project management knowledge, including experience in project structuring, change management processes, stakeholder management and communication.
• Strong analytical and problem-solving skills
• Open to travel to other BSC sites
• Proficiency with MS Tools (Power Point, Excel, MS Word)

What we can offer:

• Working for a company dedicated to transforming lives through innovative medical solutions that improve the health of patients around the world
• Working in an international environment
• Hybrid working mode, possibility to work from home combined with office.
• Career Development
• Inspirational colleagues & culture
• Company benefits