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 Business Operations
Noida
The "Manager Business Operations " is part of GEBS . We work closely with our valued stakeholders, including customers, distributor partners, and country teams. We drive process optimization and enhancement to improve efficiency. We own and manage stakeholder and customer experience in every interaction. We operate in a fast-paced, structured RA environment. We reduce transactional efforts by implementing effective and efficient processes. These processes help to expedite issue resolution.
Your Responsibilities:
- Lead a team of Global Customer Care employees to ensure completion of work
- Reduce customer efforts and enhance productivity via process improvements
- Increase the process by using multiple CI & Lean Methodologies
- Allow the ecosystem for potential automation
- Collaboration within department, maintaining a information sharing process
- Collaboration with other departments to resolve complicated issues
- Provide timely feedback to the Team & taking full responsibility including assessment, management and performance appraisals (PADR) of the team reporting to this position.
- Take the initiative to work with team to achieve business
- Provide direction, assistance & collaborate with Team
- Handle escalated customer issues and ensure timely resolution to these issues.
- Plan and execute in simple, ways to achieve desired outcomes
- Take responsibility for individual performance and aware of team performance goals
- Collaboration with other departments to resolve complicated issues
- Manage work flow and work schedules of the team
- Supportive of team decisions and trusts others
- Involved in multiple Projects and assisted Management in business operation
The Essentials - You Will Have:
- Full-time Bachelor's Degree mandatory.
- Minimum 10 years of prior customer service experience, working in a fast paced, high volume business environment
- Expertise with SAP – CRM, ERP, ECC
- Strong knowledge of MS Office suite & other productivity applications
- Strong active listening, written and verbal communication skills
- Problem-Solving Skills, Critical Thinking Skills, Business Analysis Skills
- Alternative Positioning and managing team
- Analytical and conceptual expertise
- We will prefer an MBA or similar professional qualification.
- Rockwell Automation requires expertise in one or more of its business systems.
- Working knowledge of web-based tools is preferred
- CI & Lean certified
The Preferred - You Might Also Have:
Information Processing Capability (Factors of Complexity)
- Drive the development of measurement and analytical methodologies
- Plan, documentation, analysis and our requirements management techniques
- Administrative and reporting abilities
- Determine and lead processes which are best fit for Automation
- Contribute to the company knowledge base and process improvements
- Understand how to communicate difficult/sensitive information thoughtfully
- Quality, on time delivery of agreed deliverables
- Ownership, Issue diagnosis, Resolution & Next issue avoidance
- Manage work flow and work schedules of the team and prioritising tasks
- Collaboration with team members and partners
- Own business and technical requirements
- Clarify 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
- Provide input and recommendations to the Department Head
Accepts Role Requirements
- Willingness for business travel.
- Capability of handling dynamic volume on real-time basis
- Responsible for enforcement of project deadlines and schedules
- Maintain high team morale
- Take input from supervisor and accurately applies comments/feedback
- Flexibility for working in different time zones, work from home following business requirement
- Other responsibilities to be assigned by Immediate Manager
Important Performance Metrics
- Continue globalisation of GEBS Operations
- Ensure Process Transition is a low effort activity for our team members Process
- Ensure Quality of transitioned/Sustaining existing processes
- Reduce customer efforts and enhance productivity through process improvements
- Identify and guides opportunities for Automation
- Improve process maturity by partnering with in partners/country teams
- Meet and drive respective operating/function Measurements
- Enhance competency level in a planned manner – Self Development
Temperament
- Take the initiative to work with others to achieve team/our goals
- Creates focus & motivates others
- Demonstrate influential communication skills, active listening & positive language
- Change management acceptance
- Integrity and ethics
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.
