The position exists for the purpose of managing the daily operations of assigned team and assisting Supervisors and Operations Manager in improving team productivity and efficiency by influencing, motivating and guiding direct reports to their optimum performance.
KRA 1 : Functional Expertise
Acts as back-up if volume is high.
Disseminates product / process updates to staff.
Responds timely and accurately to the escalations of the Level 1 support.
Anticipates and foresees the requirements of customers based on previous data and precedents.
Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone / independently.
KRA 2 : Customer Satisfaction
Generates reports based on team deliverables and present to management and counterparts
Escalates specific issues and provides recommendation to customers to address them
Assists direct reports in resolution of escalations on the area of specific support.
Identifies problems, analyses trends and implements corrective and preventive actions using quality tools
Schedules, coordinates and facilitates customer communication.
Works closely with counterparts / POCs to identify loopholes and process gaps.
Support projects related to quality improvement (such as Think Customer, QMS, etc.) and handles ad hoc tasks to support the objectives of the management
Participates in business conference calls
KRA 3 : Operations Management
Ensures the Service Level Agreements are on target.
Leads goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business
Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
Submits period reports on metrics / KPIs / Dashboards to determine performance against the SLAs of the team.
Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit.
Monitors schedules of employees to ensure proper shift coverage
Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
Implements policies on the filing, documenting and approval of time and attendance administration
Identifies and documents changes in the roles, responsibilities, accountabilities and work load of employees to properly determine volume headcount ratio, work scope
KRA 4 : Staff Management and Development
Evaluates individual performance and conducts performance discussions to keep everyone on track
Performs regular coaching to enhance the performance of staff and encourage participation in decision making.
Adheres to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition and other people related policies and guidelines.
Determines employee's capabilities and improvement areas
Identifies functional / behavioural training & development needs of employees to support team goals and objectives
Completes individual development plans of employees based on the company guidelines and implements agreed training / development activities
Plans, organizes and coordinates team activities to enhance team camaraderie and employee engagement
Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process
KRA 5 : Internal Communication
Understands and seeks critical information and data needed by the team
Communicates policies, programs and decisions that affect employees
Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products, processes, business and team performance, and others
Conducts team meetings to address issues and concerns, escalations, improve processes and others
Collaborates and networks with other leads to complete assigned projects and programs
Keeps management informed and updated on matters affecting their team morale and performance
Internal & Fields Sales Team (Global Sales Force)
Product Engineers & Product Managers
Sales Managers & Directors
LBP / Reps
CSC Supervisors, Manager & Directors
Business Unit Counterparts / Aligned OE / OA
Credit Management (CFS) / IT
External : Suppliers
Business, Technical, or Bachelor’s degree
Job Related Experience :
Must have experience leading people
Specific Knowledge :
General knowledge of the support (order management and customer service)
High competence in usage of MS Outlook and MS Office applications
Demonstrated systems and process knowledge
Knowledge in various software applications such as : SharePoint, MS Access
Strong knowledge of Oracle and Interactive Intelligence is preferred
Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal to create groundbreaking solutions that leave our world in a better place than we found it.
Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.
Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.
Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.
A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide.
Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.
Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson.
Join our team and start your journey today.