Team Leader - Service Management

Job Description:

Objective:

The role would be responsible for Service Management of Business Process and drive Continual service improvement and Automation projects.

Title: Team leader – Service Management

Function: Business Excellence

Work Location: Bengaluru

Job Responsibilities:

• Manage the Service Desk Team


• Identify improvement areas and implement adequate measures to maximize customer satisfaction level


• Monitor & Publish SLA’s, KPI’s for the process. Develop & deploy visual management practices, MIS and process specific digital dashboards using BI Tools (Power BI)


• Drive breach analysis – conduct RCA and define FMEA and CAPA


• Work on Continuous process improvement & Simplification Projects (Lean/Six Sigma).


• Suggest and Propose Automations (Salesforce, RPA, Chatbots) for simplifying and enhancing the processes and drive them.


• Manage New demands with regards to CRM(Salesforce) Enhancements (Including Process modifications, Change Requests etc.)

Supervises:

Direct Reports: N/A

Geographical Scope: Pan India

Reports To: Manager – Service Management

Key Customers:

Internal Customers: BSS/Corporate/IT and Factory users/BIG bottlers

External Customers: N/A

Job Requirements:

Qualifications: Graduate with experience in working in Service Management & Business Excellence team.

Skills & Experience

• Service Management


• 3rd Party service Management


• Experience of Service Cloud and CRM – Salesforce


• Good analytical & Statistical skills - Advanced Excel + Power BI


• Exposure to Automation tools (RPA, Macros etc)


• Demonstrated abilities to build quantitative reporting and dashboards for problem solving


• 3+ years’ experience in Service Management domain for cross functional teams.


• Exposure to Project Management (Traditional and/or Agile)


• Six Sigma Green Belt (Preferred)

Travel: NO