Ensure compliance of the regional/country complaint handling process for all Alcon products, including intake, follow up and triage for reports of quality/technical complaints and Adverse Events incompliance with local and international regulations, guidelines and applicable directives.
Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/ data is accurately captured at pint of contact
Maintain an understanding of information or date required to be collected of technical and AE complaints to assure compliance with regulations and directives
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Local Subject Matter Expert: Act as the primary point of contact for country-specific queries, escalating complex requests to leadership when required.
Localization& Process Ownership: Adapt global customer care processes to local markets by staying current with local regulations and legal frameworks, proactively proposing workflow enhancements.
KPI Monitoring& Knowledge Management: Monitor and analyze regional performance KPIs to ensure country procedures are followed, while maintaining and updating local knowledge-base documentation.
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Local Subject Matter Expert: Act as the primary point of contact for country-specific queries, escalating complex requests to leadership when required
Localization & Process Ownership: Adapt global customer care processes to local markets by staying current with local regulations and legal frameworks, proactively proposing workflow enhancements
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Resolve day-to-day tickets via Service Now and Workday transactions, ensuring timely updates and system accuracy.
Handle client requests with politeness and detailed responses.
Process HR lifecycle changes: employment verifications, personnel file administration, new hire processes, employee job and data changes, onboarding, referrals and other processes, while following global and local processes and compliance guidelines and maintaining confidentiality of employee data and compliance
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Drive Product Registration, re-registration, change notification and related license applications & maintenance.
Drive product lifecycle management activities (labeling changes, new regulations assessment and preparation, CPDS, promotional material reviews)
Manage administrative and coordination activities e.g., project & metric management, archival of licenses/ permit, invoice & payment tracking and follow up, operational support etc.
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