Advanced Business Operations Specialist - Service Operations | Contracts, Billing & Installed Base

Job Description Summary

The Advanced Business Operations Specialist is an individual contributor responsible for overseeing and supporting Service back-office activities across Installed Product, Contract Management, ODS, Billing and Cash Management. Reporting to the Service Operations Manager, the role safeguards revenue realization, customer entitlement integrity, trusted operational data and compliance while enabling effective service delivery and customer outcomes. Through advanced operational expertise, process governance, data-driven decision support and continuous improvement, the role drives operational excellence, reduces business risk and ensures critical business processes are executed accurately, efficiently and consistently.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Contract Management, ODS & Billing

• Own and oversee end-to-end MSA contract loading and modification, ensuring delivery to KPI, quality and compliance requirements while supporting revenue realization and customer entitlement accuracy.
• Ensure contract, service and PM entitlements accurately reflect customer coverage, flow to downstream processes, and support validated PM plans and accurate PM case generation.
• Review ODS quotes and concessions; perform reconciliation and quality controls; ensure concession, pricing and margin compliance.
• Review case discount and override entitlement; resolve case billing, contract and entitlement issues; support unbilled monitoring and customer A/R disputes.
• Coordinate credit and rebill processing when required documentation and approvals are received.
• Analyse contract profitability, margin performance and commercial outcomes, identifying opportunities to improve revenue quality, operational efficiency and contract governance.
• Monitor and analyse ODS profitability, pricing, concessions and cost allocations, providing recommendations to improve financial performance and support informed business decisions
• Maintain ServiceMax service plans, rate lists and entitlement configuration in line with contract coverage and standard functionality.

Installed Product Management

• Own Installed Product governance, maintaining trusted Installed Product, site, warranty and entitlement data that supports accurate service planning, customer entitlement management, revenue realization, operational reporting and informed business decision-making.
• Own Installed Product and site data quality, including record creation, locations, serial and asset relationships, swaps, status changes, deinstallations, distributor updates and ServiceMax data remediation.
• Govern warranty triggers, warranty periods and extended-warranty compliance, ensuring accurate billing, entitlement management and PM coverage throughout the asset lifecycle.
• Investigate and resolve Installed Product, site, warranty and Service Request data issues; support closure of back-office exceptions and alignment of customer, site and asset data across relevant systems.
• Identify duplicate or inactive records and coordinate remediation; provide accurate Installed Product, warranty, PM and related operational reporting.

BPO Governance & Capability

• Provide process governance for BPO teams performing Installed Product, contract, ODS and billing activities; monitor SLA, KPI, quality and compliance performance.
• Implement quality frameworks and monitoring controls, manage BPO issue escalations and corrective actions, and support ongoing training and development.
• Act as the nominated ANZ SME for assigned functional area (Installed Product Management or Contract Management/ODS), provide advanced escalation support, mentor Business Operations Specialists and cross-train across the broader portfolio.

Operational Excellence and Governance

• Act as the Business Operations focal point for complex operational issues, escalations and data remediation, partnering across Service Delivery, Commercial Operations, Finance, OTR and Quality to resolve business-critical issues and support operational performance
• Monitor operational KPIs, data quality, controls and process compliance; lead root-cause resolution and continuous improvement aligned to global standard processes and valid ANZ requirements.
• Analyse operational and financial performance data to identify opportunities to improve contract profitability, ODS performance, process effectiveness and customer outcomes.

Working Arrangements

• This is a hybrid role, with regular onsite presence required to support effective stakeholder engagement and collaboration.
• Flexibility in working hours is required to support stakeholders across ANZ, our BPO partners, and collaborate with global teams when needed.

Technical Knowledge & Hard Skills

• Bachelor degree or equivalent, with experience in Services Operations or a related operational, commercial, data or financial role.
• Advanced analytical, financial and problem-solving skills; understanding of service P&L drivers, data quality, KPI/SLA management and process controls.
• Working knowledge of Installed Product, contracts, entitlements, ODS, billing, warranty or cash processes; experience with Salesforce/ServiceMax is preferred.
• Experience supporting outsourced/BPO teams, process improvement and Lean and/or Six Sigma methods; fluency in English.

Behaviour & Soft Skills

• Clear, structured thinking with strong attention to detail, accountability and execution discipline.
• Ability to navigate complex issues, influence stakeholders, resolve competing priorities and deliver sustainable outcomes.
• Strong communication, collaboration, coaching and change-leadership capability; adaptable and effective in a fast-paced environment.
• Embraces all company cultural operating behaviours.

Why GE Healthcare?

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

• Flexible working options and flexible hours
• Competitive salary package
• 5 weeks leave (ask about "take 5")
• Generous leave & family policies
• Long term career opportunities (locally and globally)
• Generous discounts for goods & services via our employee benefits program (think travel, entertainment & shopping!) *This was recently rated as one of our employees favourite benefits!

Additional Information

About Us

At GE HealthCare, we see possibilities through innovation. We’re partnering with our customers to fulfill healthcare’s greatest potential through groundbreaking medical technology, intelligent devices, and care solutions. Better tools enabling better patient care. Together, we are not only building a healthier future but living our purpose to create a world where healthcare has no limits.