The Role\: Technical Operations Manager

Schneider Electric is seeking for Technical Operations Manager who will be responsible for the onboarding, development, tactical management and strategic direction for our Cavite Hub Organization. Ultimately, this individual will help drive improvements to Customer Satisfaction by providing a high-quality professional service remotely to customers.

People Management

·  Manage a Technical Support Solar Team within PH Hub and or across Global Hub.

·  Coaching and Developing existing Team Members

·  Managing Team headcount promotion pace and quantity

·  Conduct regular performance and individual development planning and coaching

·  Conduct annual performance reviews in coordination with functional managers.

·  Implementing and identifying Team Goals

·  Identifying process failures and implementing process improvement measures

CSAT, Quality & Process Improvement

·   Work with cross functional teams to suggest corrective actions, resolve issues and assist Process and Training Team to redesign processes where necessary.

·  Monitoring of Business and Operations KPIs and related analysis and/or reports.

·  Provides leadership to achieve strategic Customer Care Excellence objectives regarding customer satisfaction and revenue generation activities.

·  Implement global processes, policies, guidelines, tools in order to improve customer care operations efficiency.

·  Conduct RCA and recommend/execute action plans to improve processes and performance.

·  Manage stakeholders and work with functional managers of the processes handled.

·  Perform or execute process standardization, performance improvement plans to achieve KPIs.

·  Manage customer escalations.

Stakeholder

·  Handling customer escalations

·  Presentation of Business Updates & Team Capability to new & potential projects

·  Service Level Agreement Creation, Implementation, monitoring and Improvements (Business and Shared Services) Management.

·  Understand organizational changes and ability to translates what needs to be done in a strategic sequence with alignment to the appropriate stakeholders

·  Act as the Single point of contact for internal and external communication.

·  Organize collaboration with Zone / Country management and other departments.