Frontline Manager, IMEA (India Middle East Africa)

What is the job about?

The Frontline Manager is responsible for the performance of the IMEA CSSC Front Line team (Front Line, Second Line) through task guidance, direction setting & motivation of the workforce. Drive the implementation of Centre of Gravity set up to India and ensure the process transitions are successfully managed and meet Go-Live targets. Drive improved customer service within IMEA Region (India, Middle East, Africa) trough process standardization, automation and by upskilling and enhancing the Front Line Team capabilities to take on an active role in daily customer interactions and provide industry leading customer service

Specifically, you will work to:

• Lead and operate the IMEA Water Utility CSSC Front Line organization providing front line customer service for IMEA Water Utility customers on simple requests for quotation, requests for information, simple and complex order management tasks (order entry, status and order change requests) and customer complaints.
• Ensure the IMEA WU CSSC Front Line organization is meeting agreed KPI targets and objectives for customer experience and satisfaction through all customer touchpoints (email, phone, chat, digital touchpoints)
• Ensure the capacity and the capabilities of the Team to provide exceptional customer service focusing on responsiveness, accuracy and empathy with each customer interaction
• Build and enhance the IMEA CSSC Frontline capabilities to take on active role in daily customer interactions and be able to deliver on Water Utility strategic ambitions and direction
• Own and manage their end-to-end aligned processes across the organization/processes within their area, ensuring that they are standard, efficient, effective, and aligned
• Assess current processes and identify improvement opportunities and implement plans to achieve improvement.
• Assist team with prioritizing and handling inquiries & to manage Service Level Agreements and Key Performance Indicators through effective team leadership.
• Develop, implement, and maintain Standard Operating Procedures and training material as needed.
• Work with employees to implement goals and monitor staff performance and take appropriate action to improve performance as needed.
• Drive Employee Motivation and Satisfaction objectives, and achieve EMS targets, to ensure the needs of the IMEA Water Utility CSSC Frontline team members are being met.
• Maintain employee satisfaction, promote a positive work environment measured in EMS creating a favourable work environment and promoting employee involvement and empowerment, becoming a solutions provider to all customer inquiries submitted
• Be the local site leader for India WU CSSC employees to ensure wider team coherence and alignment with local policies
• Develop and monitor important metric dashboards and other reports/controls for all shared services functions and resolve deviations as needed to ensure data quality
• Partner and work closely with Head of IMEA WU CSSC, IMEA WU CSSC Back Office Manager, IMEA WU Sales leaders and other internal departments – most notably Sales, Supply Chain, Operations, Finance, Support Function etc.
• Build and maintain strong relationships with key stakeholders to ensure process improvements are aligned with business objectives.
• Drive proactively IMEA Water Utility order management and execution in collaboration with Sales, Demand Planning, Second Line employees and other key stakeholders
• Develop Regional order management and execution capabilities
• Develop and implement process improvement, using automation and innovation initiatives that drive global alignment, efficiency, effectiveness, and consistency across the organization
• Ensure that process-related risks are identified, assessed, and mitigated appropriately
• Provide leadership and guidance on process and technology within their respective areas to business owners across the organization

Your background

• Bachelor’s Degree with atleast 15 years of experience including 5 years of team handling, from a large international company working in a customer service or inside sales role
• Strong stakeholder management skills and ability to understand business requirements and translate them into process and technology design solution
• Strong ‘process’ thinking that connects the dots through its functional silos.
• Curious, self-driving, inspirational, business-driven, and costs conscious
• Ability to drive performance through others
• Strong English communications skills both written and verbal
• Strong cultural understanding and sensitivity, effectively engaging with diverse team and customers
• Strong analytical and problem-solving skills, with demonstrated ability to provide creative solutions to real-time challenges.

Do you want to learn more?

This position is based out of Chennai. If this sounds appealing to you, please upload your CV/resume and cover letter today via our Careers portal.

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We look forward to hearing from you.