Job Description

Summary This position is responsible for leading the day to day complaint management processes, and the RCC (Regional Complaints Center) operational activities to ensure that the quality system compliance requirements are met per the relevant Standards, Corporate and Local Regulation requirements. This position is also responsible for driving continuous process improvement in the APRCC using competencies such as LEAN Management System to support the needs of the business and its customers.



We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health\xe2\x84\xa2 is our Purpose, and it\xe2\x80\x99s no small feat. It takes the imagination and passion of all of us\xe2\x80\x94from design and engineering to the manufacturing and marketing of our billions of MedTech products per year\xe2\x80\x94to 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\xe2\x80\x99ll 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!

Key Responsibilities

• Responsible in leading the management of the complaint handling process for Asia Pacific Regional Complaint Center (APRCC) team.
• Monitor APRCC Operational Metrics/Service Level Agreement (SLA) performance and ensure that the operational objectives and service level performance targets are consistently met.
• Publish monthly SLA performance report to stakeholders including Region and Country Quality Leaders.
• Collaborate with Business/Country/Function Leaders on customer complaints to ensure business objectives are met.
• Initiate, track, follow-up and close Corrective and Preventive Actions.
• Responsible for reviewing and documenting updates of BD\xe2\x80\x99s quality documents in accordance with quality related regulations, etc.
• Responsible for disseminating quality procedures and scheduling and tracking associated training.
• Champion Continuous Improvement (CI)/LEAN culture in AP RCC, by establishing and sustaining the BD LEAN management system, leading the team to identify & prioritize Kaizen

opportunities and drive for implementation to realize operational efficiency/effectiveness benefits.

• Conduct operational benchmarking of AP RCC operational metrics/performance, leverage best known methods/practices within BD and/or from similar industries for implementation in AP RCC.
• Executes any tasks and/or projects as assigned by the higher management.

Education

• Diploma or Bachelor degree in a Science, Engineering or Nursing discipline

Other Qualifications - Professional Certification/Key Licenses

• Relevant experience in quality systems for complaint management, failure investigation, corrective & preventive action, and document & quality records management.

Experience

• Minimum 8 years relevant quality assurance experience in the pharmaceutical or medical device manufacturing industry or healthcare

Required Knowledge and Skills

• Knowledge in ISO 9000, ISO 13485 or US FDA QSR will be an advantage.
• Experienced practitioner of CI tools such as LEAN improvement activities, cultivate LEAN culture in team and implement LEAN management systems.
• Customer focus and must be able to identify and resolve problems and requests in a proactive and timely manner.
• Must be able to gather and analyze information skillfully using problem solving/root cause analysis skills.
• Ability to exchange information clearly and concisely.
• Drive for results and action oriented with a high sense of urgency
• Self-starter with the desire and ability to take initiative.
• Demonstrated ability to work independently under time constraints, manage competing priorities and deadlines, and handle multiple tasks efficiently and effectively.
• Ability to work in a large, fast-paced, matrixes organization with speed and accuracy.
• Ability to work well in a team-oriented environment.
• Fluent in spoken and written English.
• Good communication skills
• Continuous and versatile learning.
• Able to use Microsoft Excel spreadsheet with knowledge of formulas.
• Able to use PowerPoint skills for creation/maintenance of organization charts and presentations

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:

Primary Work Location MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift MY1 Standard (Malaysia)

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