Manager Business Operations

About Rockwell Automation

Rockwell Automation is a leading global technology company committed to enhancing the productivity, sustainability, and agility of manufacturers worldwide. Employing over 28,000 people, we support vital industries such as food production, global medicine supply, clean water, and green mobility. Our teams are passionate problem solvers dedicated to making a positive global impact through their work.

We invite innovative creators, forward thinkers, and problem solvers to join our team and contribute their best efforts.

Role Overview

The Manager Customer Care – Business Operations role, within the GEBS organization, focuses on collaborating with stakeholders including customers, distributor partners, and country teams. The position aims to optimize processes, enhance customer and stakeholder experiences, and streamline transactional efforts for faster issue resolution in a dynamic and well-structured environment. This role reports directly to the Senior Manager - Business Operations and is located in Pune and Noida, India.

Key Responsibilities

• Lead and manage a global customer care team ensuring effective task completion.
• Enhance productivity and reduce customer effort through process improvements.
• Apply Continuous Improvement (CI) and Lean methodologies to optimize workflows.
• Drive ecosystem readiness for automation possibilities.
• Coordinate information sharing within and across departments.
• Resolve complex issues through interdepartmental collaboration.
• Conduct team assessments, manage performance appraisals, and provide constructive feedback.
• Promote team competency growth via planned development initiatives.
• Handle escalated customer concerns ensuring timely resolution.
• Plan and implement actions to consistently meet business objectives.
• Oversee team workflow management and schedule planning.
• Support team decisions and foster trust and motivation.
• Participate in various projects aiding management in business operations.

Qualifications and Skills

• A full-time bachelor's degree is required; MBA or similar advanced qualifications are preferred.
• At least 10 years of customer service experience in fast-paced environments.
• Proficiency in SAP modules such as CRM, ERP, and ECC.
• Skilled in Microsoft Office and other productivity tools.
• Strong communication, presentation, problem-solving, critical thinking, and business analysis capabilities.
• Leadership experience managing alternative positioning and teams.
• Analytical and conceptual aptitude.
• Self-driven with the ability to take initiative within organizational boundaries.
• Expertise in Rockwell Automation’s business systems and familiarity with web-based tools.
• Certification in Continuous Improvement and Lean methods.

Personal Traits and Work Environment

• Proactively collaborates to achieve team and business goals.
• Motivates others and maintains focus towards objectives.
• Uses positive, attentive communication styles.
• Maintains balanced behavior without extreme reactions.
• Embraces change management practices.

Complexity and Information Management

• Leads development of measurement methods and business requirements documentation.
• Strong administrative, reporting, and process management skills.
• Identifies and drives automation-suitable processes.
• Contributes to knowledge bases and process improvements.
• Effectively communicates sensitive or challenging information.
• Delivers quality results on time with ownership of issue diagnosis and resolution.
• Manages team workloads and prioritizes tasks effectively.
• Facilitates collaboration with stakeholders and team members.
• Sets and clarifies shared visions to inspire the team.
• Provides coaching, feedback, and performance support.
• Develops training plans and maintains quality checks for the team.
• Builds organizational talent and advocates alternative strategies.
• Regularly offers input and recommendations to department leadership.

Additional Expectations

• Willingness to travel for business purposes.
• Acceptance of changing priorities and dynamic workload volumes.
• Ensures adherence to project deadlines and schedules.
• Maintains high team morale.
• Incorporates supervisor feedback appropriately.
• Flexible to work across different time zones and remote options as needed.
• Performs other duties as assigned by management.

Performance Metrics

• Support globalization of GEBS operations.
• Minimize effort required for process transition for stakeholders.
• Ensure quality and sustainability of transitioned processes.
• Implement process improvements increasing productivity and reducing customer effort.
• Identify and lead automation opportunities.
• Collaborate with stakeholders to improve processes.
• Meet operating and functional KPI targets.
• Plan and pursue competency development and self-improvement.

Employee Benefits

• Access to comprehensive mindfulness programs including premium Calm membership.
• Volunteer Paid Time Off available after six months for eligible employees.
• Company matching for volunteer hours and charitable donations.
• Employee Assistance Program support.
• Personalized wellbeing initiatives via the OnTrack program.
• On-demand digital courses for professional growth.
• Additional local benefits based on location.

Work Policy

Rockwell Automation promotes a hybrid work environment, expecting employees to be present at the workplace at least on Mondays, Tuesdays, and Thursdays unless business commitments require otherwise.