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28/06 Rohan Giri
Manager at AB-In Bev

Views:769 Applications:154 Rec. Actions:Recruiter Actions:4

AB-In Bev - Manager - Operations (5-15 yrs)

Bangalore Job Code: 1117599

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

Women-friendly workplace:

Maternity and Paternity Benefits

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