Manager Operations Job Title : Manager-CSM-NAZ Location : GCC Services Private limited, Bangalore, India Region : North America (US and Cananda) 1. Purpose of the Job : - Primarily responsible for Customer Service Center/Customer Service Management and Reporting process covering NAZ Zone for accounts handled from GCC India - Ensure that the SLA's and Business KPIs are met as per the Business requirement. - Ensure compliance with company policies and MICS & SOX requirements - Drive CSAT for internal and external customers - Ensure Service Level for On-Time-in-Full deliveries to customers and prevent beer losses - Manage customer request and handle complaints received via respective ticketing tools - Drive Business value creation projects and ensure the implementation within budget and agreed timelines - Ensure BCP plan is in place and continuity of the service is secured during business disruptions - Manage periodical audit routines of the tasks/reports performed and prepared by the Team Leaders - Develop people and drive engagement in the department in order to reduce turnover - Deliver efficiency and automation initiatives for the department and implement the agreed projects according 1YP, while actively managing the ZBB People Package - Alignment of priorities and common initiatives with country teams, Finance Zone teams, CSC Leads, Finance & Proc Service Managers, ABI Employees and Sales teams 2. Business environment : - Main characteristics : - CSM activities for USA and Canada and issue resolution either as in the first level interaction or via ticketing contact with second level resolution teams within other departments - Key dimensions : People : - 3 direct reports - 25 people overall Geographies : - North American Zone - Key countries: USA, Canada - Key contacts: (internal - external) - Operational Leadership in respective countries/Zones - OTC/PTP/ PBS teams in GCC/other service centers - Country Sales teams - Employees in respective countries - NoCC project teams - Solutions Demand & Delivery Leads 3. Accountabilities : - Customer Service Management strategy alignment and execution in GCC - Act as a management contact for critical escalations regarding customer services - Lead resolution of complex customer service problems, including alignment on process changes throughout the organization - Actively participate in cross-functional innovative projects with customers and account teams aimed at improvement of customer satisfaction and delivering business benefit - Establish and manage relationships with Sales, Supply, Finance and other functions - Participate in both internal and external customer meetings in case of issues resolution or as part of project work - Accountable for Ticket resolution of customer's requests/queries within agreed lead times - Reporting of own teams performance including RCA - Ensure customer records are maintained and accurate in accordance with the principles of the Data Protection legislation and Internal Policies - Align on direction and scope of activities performed by department in coordination with in-country, oversee the teams' activities and align resources as necessary to ensure customer satisfaction and quality performance - Enhance efficient and constant collaboration between Key Account teams, GCC and in-country departments in day-to-day operations, achievement of common targets and cross-department implementation of best practices for Service Delivery - Control People KPIs like Voluntary Turnover, Engagement score, Succession planning coverage and talent recruitment - Ensure adherence to programs like Solutions EP, MICS & Compliance, Adopt, Internal audits etc. 4. Qualifications and Technical competencies required Education / Language skills : - University Master degree in Business studies or related - Fluency in English Experience : - At least 2 years of experience in managing a team of supervisors or team leads - At least 5 years of experience in Customer Management /Transformation - Related experience in working in an ERP environment/Automation/Chatbot/NLP - Related professional experience in multi-national or FMCG environment Behavioral Competencies : - Strong influencer, able to challenge management and staff where appropriate - Charismatic and dynamic - Excellent team player, able to develop strong relationships with colleagues and peers - Leads by example, and lives the company's values - Ability to coach and motivate team members and foster a cooperative team environment - Ability to communicate effectively both orally and in writing. - Ability to build productive working relationships across functional areas - Capable of being entrusted with "confidential" information - Ability to cultivate an environment focused on customer satisfaction - Ability to identify and document personal skill development goals and milestones - Ability to troubleshoot problems for others - People management and leadership skills Technical and Process competencies : - Budget management - Ability to consider cost-impact versus customer-impact and able to find the right balance - Computer skills (Microsoft office: Excel, Outlook, Power Point) - Extensive knowledge and understanding of Customer Service Management processes Key Metrics : - CSAT - Service level (impact on beer delivery) - First level resolution - Average handling time - Order processing within lead time (D-1, D-2) - SLAs delivery

Bangalore

AB-In Bev - Manager - Operations 

AB-In Bev - Manager - Operations  ,Job Description for AB-In Bev - Manager - Operations  in AB-In Bev in  Bangalore for (5-15) years of experience. Apply Now!

Job Description for AB-In Bev - Manager - Operations  in AB-In Bev in  Bangalore for (5-15) years of experience. Apply Now!