Customer Operations Manager - FMCG

The Below Mentioned Role is with a Global FMCG Giant Based at Bangalore

The Lead Customer Operations Manager has the following accountabilities:

OPERATIONS:

- Own people support interventions for the AAR region in order to:

- Drive up / maintain satisfaction of people services through ensuring end to end ownership of customer issues

- Drive down Incident volumes through ongoing analysis of themes and working with the wider team to address them

- Accountable for the delivery of the IT people service to AAR Geography IT teams

- Build and manage relationships with the AAR Geo IT teams in order to become a trusted supplier. Seek feedback on the business satisfaction with People Support services to drive improvement

- Lead regular customer reviews with AAR Geography IT teams; initiates action to maintain or improve

- Ensure relevant ‘annual contract’ for people support in region is signed off and maintained

- Own the cost of service to the AAR geography for People Support Services.

- Ensure that IT Service Desk Services are delivered to the business in accordance with agreed service levels and user satisfaction targets

- Acts as the final point of escalation for most significant issues or problems raised by the suppliers, users or Geography IT.

- Ensure that IT Desk side services are delivered to the business in accordance with agreed service levels and user satisfaction targets

- Represents Employee Services Team in the launch of new services from a support perspective

- Works in conjunction with the End User Experience manager to deliver significant enhancements to end user experience primarily through proactive maintenance

- Owns the understanding of user insight for the region in relation to People Support Services

- Funnels AAR demand to the appropriate channel, for service change or introduction of new services

- Owns the service desks that sit within the AAR region and ensures that they are part of the ‘virtual team’

Relevant Experience

Educated to bachelor degree level

- IT experience in other global organisation with similar industry, service management, and supplier/client relationship management focus.

- Is familiar with all aspects of Service delivery.

- Shows a good understanding of applicable project management standards and procedures

- Displays good inter-personal skills at all levels of contact and in a wide variety of situations.

- Has the necessary experience and cultural awareness to work with a geographically dispersed and global team. Specifically relevant are:

- Business Partner or Service Delivery

DESIRABLE:

- Team Leadership

- Service Management