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 work
Reduces customer efforts and enhances productivity via process improvements
Optimize the process by using various CI & Lean Methodologies
Enable the ecosystem for potential automation
Collaboration within department, maintaining a consistent information sharing process
Collaboration with other departments to resolve complicated issues
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Providing 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 business
Enhances competency level in a planned manner
Provide direction, assistance & collaborates with Team Effectively
Handles escalated customer issues and ensure resolution to these issues.
Planning and executing in simple, effective ways to consistently achieve desired outcomes
Takes responsibility for individual performance and aware of team performance goals
Collaboration with other departments to resolve complicated issues
Managing workflow and work schedules of the team
Supportive of team decisions and is trusted by others
Involved in various Projects and assisted Management in business operation
The Essentials - You Will Have:
Full-time bachelor's degree mandatory. MBA or similar professional qualification will be preferred
Minimum 10 years of prior customer service experience, working in a fast paced environment
Expertise with SAP – CRM, ERP, ECC
Experienced in MS Office suite & other productivity applications
Strong articulation and presentation skills
Problem-Solving Skills, Critical Thinking Skills, Business Analysis Skills
Alternative Positioning and managing team
Analytical and conceptual expertise
Own initiative within guardrails
Expertise in one or more of Rockwell Automation's business systems is required
Working knowledge of web-based tools is preferred
CI & Lean certified
Temperament
Taking the initiative to work with others to achieve team/business goals
Creates focus & motivates others
Demonstrate attentive & positive language
No Extreme behaviors
Change management acceptance
Information Processing Capability (Factors of Complexity)
Drives the development and enhancement of measurement methodologies
Planning, documentation, analysis and business requirements management techniques
Administrative and reporting abilities
Determine and drive processes which are best fit for Automation
Contribute to the company knowledge base and process improvements
Understands how to communicate difficult/sensitive information thoughtfully
Quality, on time delivery of agreed deliverables
Ownership, Issue diagnosis, Resolution & Next issue avoidance
Managing workflow and work schedules of the team and prioritizing tasks
Collaboration with team members and stake holders
Owns business and technical requirements
Clarifying a shared desired future with others and inspiring them to achieve it
Attain results by feedback, Coaching and direction to team members
Quality checks and training plan creation for team
Advocacy & Alternate Positioning
Build Organizational Talent
Provide input and recommendations to the Department Head
Accepts Role Requirements
Willingness for business travel.
Change management acceptance as per priorities and business needs
Capability of handling dynamic volume on real time basis
Responsible for enforcement of project deadlines and schedules
Maintain and drive high team morale
Takes input from supervisor and appropriately and accurately applies comments/feedback
Flexibility for working in different time zones, work from home as per business requirement
Other duties to be assigned by Immediate Manager
Important Performance Metrics
Continue globalization of GEBS Operations
Ensure Process Transition is a low effort activity for our stake holders Process
Ensuring Quality of transitioned/Sustaining existing processes
Reduces customer efforts and enhances productivity via process improvements
Identify and drives opportunities for Automation
Improves process by partnering with in stakeholders/country teams
Meet and drive respective operating/function KPIs
Enhances competency level in a planned manner – Self Development
What We Offer:
Our benefits package includes …
Comprehensive mindfulness programs with a premium membership to Calm
Volunteer Paid Time off available after 6 months of employment for eligible employees
Company 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 Program
Personalized wellbeing programs through our OnTrack program
On-demand digital course library for professional development
... and other local benefits!
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
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.
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