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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
• 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.

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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.