Job Description
Name of Entity
SEPL / SEIPL / SEIL
JD Creation Date
Function BU / Department
Customer Satisfaction & Quality
MRF ID
Position Title
Business Operation Quality
Job code
Position Type (Replacement or new)
Replacement
Prepared by
(Hiring Manager)
Reports to (position title)
Country CS&Q head (Director)
Cost Centre
No. of Subordinates
Direct -
-
Indirect -
-
Geographical Responsibility
FORMCHECKBOX FFFFFFFF650000001400060043006800650063006B003100000001000000000000000000000000000000000000000000 Country
FORMCHECKBOX FFFFFFFF650000001400060043006800650063006B003100000000000000000000000000000000000000000000000000 2 or more Countries
FORMCHECKBOX FFFFFFFF650000001400060043006800650063006B003100000001000000000000000000000000000000000000000000 Zone
FORMCHECKBOX FFFFFFFF650000001400060043006800650063006B003100000000000000000000000000000000000000000000000000 Operating Div.
FORMCHECKBOX FFFFFFFF650000001400060043006800650063006B003100000000000000000000000000000000000000000000000000 Global
Zone - e.g. G China, G India, NEA, Pacific, SEA; OD - e.g. APOD, EOD, NAOD, IOD
Location
Compass Code
(To be filled by HR BP’s)
Travel Required
(Yes or No)
Yes
Budget
Position Costing (DVC or NDVC)
NDVC
MISSION - WHY THIS POSITION EXISTS
The role holder can handle one or multiple BUs based on the criticality & size of the BU
· This position is the voice of the customer and is a customer experience champion for the BU. This position acts a conscience keeper & an advocate for the BU Head & the team to keep customer in front of everything we do and to ensure that we are always #Customer First. Key mission carried out by this role holder are\:
Helps the business units in handling major customer pain points across quality, delivery, service or any other touch point affecting their overall experience with Schneider Acts as the pivot to bring all the stakeholders (BU, GSC (Supply chain & Logistics), LOB, R&D, Field Services, National Sales etc.) together in resolving issues faced by the customer.Is the owner of I2P process for the BU and drives improvement in customer satisfaction by implementing systematic issue resolution actionsLeads any recall / containment and works with LOB, Field Services, Logistics & other stakeholders to ensure that customers are not affectedLeads / plays a key role along with process owner in improvement / correction of any commercial process (across the value chain from Order to Delivery / Order to Execution including vendor / partner processes) affecting customer experience Carry out proactive customer visits & supports BU in reactive visits and in each scenario captures the hot point leading to customer dissat and works with BU / GSC / LOB in driving corrective actionsLeads / plays a key role along with function / process owner to plan, execute / monitor key actions that come out of Customer Voice surveys / Customer visits Drives Mission Profile in the Front Office with support from GSC & LOBStrives to create a quality culture in the BU by promoting Customer First core value, Quality/ customer experience processes
NETWORK OF INTERACTION Major interaction parties\:
(Internal e.g. colleagues, Sales & Marketing Dept., Unions & etc. External e.g. legal advisor, customers, distributors, Clients & etc)
REQUIREMENTS
Educational Qualifications
Must to have
Engineering degree
Job Experience
Overall
10-12 years
Experience
Relevant
3-5 years in sales/marketing/front office roles and 5-8 years in Quality management roles.
Hand on experience in driving quality assurance processes, quality tools usage and six-sigma implementation
Experience
COMPETENCIES REQUIRED
Must to have
Good to have
Technical
Competencies
· Engineering mindset and ability to understand products specs and functionalities
· Quality tools and systems awareness
Six sigma black belt
Functional
competencies
· General management experience
· Understanding of problem solving tools (lean, why-why, etc.)
MBA
Behavioral Competencies
· Customer oriented mindset
· Team player
· Effective communication
· Influencing skills
· Excellent interpersonal skills
Networking
AREAS OF RESPONSIBILITY
(Describe the nature, scope, level of improvements to new ideas, etc.)
LEVEL
(Full, Partial, Supportive)
MEASUREMENT
(Quantitative or quality criteria to achieve responsibility)
Support Business units for handling Customer issues (product/solution/services)
Full
Customer experience
CNPS scores
Implementation and use of I2P for issue resolution, follow-up of global actions (containment, recall, etc)
Full
Customer Voice/ Survey analysis and implementation of actions for improving customer experience
Supportive
Drive improvement initiatives identified at LOB and GSC for improving product quality (Eg\: Mission profile)
Supportive
Drive improvement initiatives identified along with commercial org for improving customer experience
Supportive
Promoter of Customer First culture
Full
Full \: Fully responsible for the results of the work
Partial \: Partially responsible for the results of the work
Supportive \: Provide support to the person accountable for the results of the work.