Customer Service Support Manager (Order-to-Invoice)

About the role

Alcon is seeking a Manager I to lead its Customer Service Support (Order-to-Invoice) function in Malaysia. The role focuses on transforming Customer Operations into intelligent service centres that enhance the customer experience across surgical and vision‑care franchises.

Key responsibilities

• Manage local Customer Operations teams and drive operational efficiencies and continuous improvement.
• Align with regional leadership on transformation plans and execute the Order‑to‑Invoice (OTI) strategy.
• Oversee pre‑order, order/delivery, and return/credit‑note streams, ensuring accurate order creation, shipping compliance, and invoicing.
• Lead, develop and coach direct reports, fostering a customer‑centric culture.
• Implement CO optimization, standardisation and automation, including IRIS IDoc management.
• Participate in financial, ISO and country/cluster audits and manage AFCM control processes.

Required profile

• Proven leadership experience in customer operations or supply‑chain environments.
• Strong track record of driving transformation and continuous improvement.
• Ability to collaborate with cross‑functional teams and influence stakeholders.
• Experience with audit participation and compliance management.

Required skills

• IRIS IDoc management
• AFCM control management

What we offer

• Opportunity to shape the future of eye‑care services within a global leader.
• Inclusive culture that supports professional growth.