Head - CCD operations ( Electrical Products)

Position Title: Customer Services Manager

Location: Chennai

Business Title: Manager

About The Role

We are looking for a dynamic professional to lead our Customer Care Desk (CCD) operations and drive operational excellence, customer satisfaction, and continuous improvement initiatives. This role offers an opportunity to work across multiple functions, lead high-performing teams, and contribute to business success through operational leadership and digital transformation initiatives.

Key Responsibilities

Operational Leadership

Lead and manage end-to-end CCD operations to ensure delivery of agreed service levels and business targets.

Drive operational efficiency, productivity improvements, and process optimization across service delivery functions.

Establish and monitor KPIs, dashboards, and operational metrics to ensure performance excellence.

Ensure adherence to quality, compliance, and EHS requirements.

Customer Excellence

Develop and execute strategies to enhance customer satisfaction and customer experience.

Act as an escalation point for critical customer issues and drive timely resolution.

Build strong relationships with key customers, internal stakeholders, and business partners.

Promote a customer-first culture across the organization.

Team Management & Development

Lead, coach, and develop a high-performing operations team.

Drive employee engagement, capability building, succession planning, and talent development initiatives.

Foster collaboration across functions to achieve organizational objectives.

Collaborate closely with Sales, Service, Supply Chain, Finance, and other business functions.

Ensure effective communication and alignment with internal and external stakeholders.

Process Improvement & Digitalization

Identify opportunities for process simplification, automation, and digital transformation.

Implement best practices and continuous improvement initiatives to enhance operational effectiveness.

Drive standardization of processes and ensure governance mechanisms are in place.

Qualifications

Diploma / ITI in Engineering, Business Administration, or related discipline.

Postgraduate qualification in Management will be an added advantage.

Experience

5-10+ years of experience in Customer Service, Operations Management, Service Delivery, or related functions.

Special Knowledge / Skills

Experience in digitalization, process improvement, and transformation initiatives preferred.

Well-versed in customer service operational processes including Ticket Handling through GSP, RECO Management, RMS processes, complaint management, customer escalation handling, and service request monitoring.

Hands-on experience with Siemens tools and platforms such as GSP, SAP, Besys, and related service management applications.

Extensive experience in handling customer service tickets related to Low Voltage Switchgear products, including ACBs, MCCBs, MCBs, Switch Disconnectors, Busbar Systems, Control Products, and associated LV distribution solutions.

Why Join Us?

Be part of a team that is committed to operational excellence, customer-centricity, continuous improvement, and digital transformation while working collaboratively across key business functions. (Section added only as a career-site formatting enhancement and does not modify the role content.) #SL