Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Manager Customer Care – Business Operations
Pune, and Noida-India
The "Manager Customer Care " is part of GEBS organization. We work closely with our valued stakeholders (customers, distributor partners and country teams) to drive process optimization and enhancement, and own & manage stakeholder/customer experience on every interaction in a fast paced, structured RA environment, and reduce transactional efforts via effective and efficient processes which help to expedite issue resolution.
You will be reporting to Senior Manager - Business Operations
Your Responsibilities:
Responsible for leading a team of Global Customer Care employees to ensure and effective completion of workReduces customer efforts and enhances productivity via process improvementsOptimize the process by using various CI & Lean MethodologiesEnable the ecosystem for potential automationCollaboration within department, maintaining a consistent information sharing processCollaboration with other departments to resolve complicated issuesProviding feedback to the Team & taking full responsibility including assessment, management and performance appraisals (PADR) of the team reporting to this position.Taking the initiative to work with team to achieve businessEnhances competency level in a planned mannerProvide direction, assistance & collaborates with Team EffectivelyHandles escalated customer issues and ensure resolution to these issues.Planning and executing in simple, effective ways to consistently achieve desired outcomesTakes responsibility for individual performance and aware of team performance goalsCollaboration with other departments to resolve complicated issuesManaging workflow and work schedules of the teamSupportive of team decisions and is trusted by othersInvolved in various Projects and assisted Management in business operationThe Essentials - You Will Have:
Full-time bachelor's degree mandatory. MBA or similar professional qualification will be preferredMinimum 10 years of prior customer service experience, working in a fast paced environmentExpertise with SAP – CRM, ERP, ECCExperienced in MS Office suite & other productivity applicationsStrong articulation and presentation skillsProblem-Solving Skills, Critical Thinking Skills, Business Analysis SkillsAlternative Positioning and managing teamAnalytical and conceptual expertiseOwn initiative within guardrailsExpertise in one or more of Rockwell Automation's business systems is requiredWorking knowledge of web-based tools is preferredCI & Lean certifiedTemperament
Taking the initiative to work with others to achieve team/business goalsCreates focus & motivates othersDemonstrate attentive & positive languageNo Extreme behaviorsChange management acceptanceInformation Processing Capability (Factors of Complexity)
Drives the development and enhancement of measurement methodologiesPlanning, documentation, analysis and business requirements management techniquesAdministrative and reporting abilitiesDetermine and drive processes which are best fit for AutomationContribute to the company knowledge base and process improvementsUnderstands how to communicate difficult/sensitive information thoughtfullyQuality, on time delivery of agreed deliverablesOwnership, Issue diagnosis, Resolution & Next issue avoidanceManaging workflow and work schedules of the team and prioritizing tasksCollaboration with team members and stake holdersOwns business and technical requirementsClarifying a shared desired future with others and inspiring them to achieve itAttain results by feedback, Coaching and direction to team membersQuality checks and training plan creation for teamAdvocacy & Alternate PositioningBuild Organizational TalentProvide input and recommendations to the Department HeadAccepts Role Requirements
Willingness for business travel.Change management acceptance as per priorities and business needsCapability of handling dynamic volume on real time basisResponsible for enforcement of project deadlines and schedulesMaintain and drive high team moraleTakes input from supervisor and appropriately and accurately applies comments/feedbackFlexibility for working in different time zones, work from home as per business requirementOther duties to be assigned by Immediate ManagerImportant Performance Metrics
Continue globalization of GEBS OperationsEnsure Process Transition is a low effort activity for our stake holders ProcessEnsuring Quality of transitioned/Sustaining existing processesReduces customer efforts and enhances productivity via process improvementsIdentify and drives opportunities for AutomationImproves process by partnering with in stakeholders/country teamsMeet and drive respective operating/function KPIsEnhances competency level in a planned manner – Self DevelopmentWhat We Offer:
Our benefits package includes …
Comprehensive mindfulness programs with a premium membership to CalmVolunteer Paid Time off available after 6 months of employment for eligible employeesCompany volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.Employee Assistance ProgramPersonalized wellbeing programs through our OnTrack programOn-demand digital course library for professional development... and other local benefits!#LI-Hybrid
#LI-RC2
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
