Team Lead Business Operations

Job Description

The Team Lead Business Operations is part of GEBS Business Operations. We work closely with our valued stakeholders (customers, distributor partners and country teams) to drive process optimization and enhancement, and own & manage stakeholder/customer experience on every interaction in a fast paced, structured GSC environment, and reduce transactional efforts via effective and efficient processes which help to expedite issue resolution. Key Responsibilities: Responsible for leading a team of Global Shared Services employees to ensure timely and effective completion of work Reduces customer efforts and enhances productivity via process improvements Drive process efficiency various CI & Lean Methodologies Enable the ecosystem for potential automation Collaboration within department, maintaining a consistent information sharing process Collaboration with other departments to resolve complicated issues Assist Department Head - Global Shared Services Providing timely feedback to the Team & taking full responsibility including assessment, management and performance appraisals (PADR) of the team reporting to this position Taking the initiative to work with team to achieve business goals Enhances competency level in a planned manner Provide direction, assistance & collaborates with Team Effectively Handles escalated customer issues and ensure timely resolution to these issues. Planning and executing in simple, effective ways to consistently achieve desired outcomes Takes responsibility for individual performance and aware of team performance goals Collaboration with other departments to resolve complicated issues Managing work flow and work schedules of the team Supportive of team decisions and is trusted by others Involved in various Projects and assisted Management in business operation Skills, Knowledge, Experience and Education Full-time Bachelor s Degree mandatory. Minimum 8-10 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 Ability to work on own initiative within guardrails MBA or similar professional qualification will be preferred Expertise in one or more of Rockwell Automation s business systems is required Working knowledge of web based tools is preferred Temperament Taking the initiative to work with others to achieve team/business goals Creates focus & motivates others Demonstrate influential communication skills, active listening & positive language No Extreme behaviors Change management acceptance Integrity and ethics CI & Lean certified Information Processing Capability (Factors of Complexity) Drives the development and enhancement of measurement and analytical methodologies Planning, documentation, analysis and business requirements management techniques Administrative and reporting abilities Determine and drive processes which are best fit for Automation Contribute to the company knowledge base and process improvements Understands how to communicate difficult/sensitive information tactfully Quality, on time delivery of agreed deliverables Ownership, Issue diagnosis, Resolution & Next issue avoidance Managing work flow and work schedules of the team and prioritizing tasks Collaboration with team members and stake holders Owns business and technical requirements Clarifying 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 Build Organizational Talent Provide input and recommendations to the Department Head Willingness for business travel. Adaptability to change as per priorities and business needs Capability of handling dynamic volume on real time basis Responsible for enforcement of project deadlines and schedules Maintain and drive high team morale Takes input from supervisor and appropriately and accurately applies comments/feedback Flexibility for working in different time zones, work from home as per business requirement Other duties to be assigned by Immediate Manager Key Performance Metrics Continue globalization of Shared Services Ensure Process Transition is a low effort activity for our stake holders Process Ensuring Quality of transitioned/Sustaining existing processes Reduces customer efforts and enhances productivity via process improvements Identify and drives opportunities for Automation Improves process maturity by partnering with in stakeholders/country teams Meet and drive respective operating/function KPIs Enhances competency level in a planned manner - Self Development