The role will be responsible for maintaining, developing, and improving current Order Management capabilities within the group for the Aerospace business. It will ensure deployment of consistent work practices across teams. Provide actionable intelligence around opportunities within the transaction group. Develop and mentor team members on current processes and updates. 

The incumbent will be part of CSTS CoE – Pune Aerospace team and work in tandem with the local and the division leadership team to provide support on daily weekly metrics and its review for gap assessment and closure. Supports transactions processing, gain thorough understanding of the order management processes and bring in improvements. The Role will also be responsible for managing the SOP’s, Knowledge Transfer and Business Process Transitions from the Global Sites.
•    Strong People Management skills: Develop, maintain and role model a culture that is open to change and innovation, and supports collaboration, respect, and accountability.
•    Lead a team of 12-17 CSR’s working on Order Entry / Order Management activities for US/UK sites.
•    Coordinate with the Sites/ Business partners for smooth achievement of the SLA’s and any Value add/Strategic activities received from time to time.
•    Level loads customer accounts to maintain appropriate balance within the team; manages customer contracts; provides back-up decision making and back-up team support.
•    Leads, develops, mentors team members and manages the performance review process. Tracks team member performance, leads and coaches employees, and completes the performance reviews on a bi-annual basis
•    Leads, motivates and develops a team to meet expected goals and timely deliverables as defined by the Aerospace Division LT team.
•    Ensure the team adheres to Eaton’s values & philosophies, policies, defined processes and business practices and procedures.
•    Provides resources to support and drive Quality Audit process and Quality of Service project deliverables, Individual should be well versed with the RCA methodologies and tools.
•    Facilitates formulation and communication of action plans to address challenges and inform team and customers of opportunities for improvement.
•    Ensures all functional areas have accurate, timely information.  Acts as liaison between external customers, Operations, Sales, Marketing, Finance and Customer Support, ensuring positive two-way communication of priorities, issues and concerns.
•    Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving.
•    Work on daily/weekly metrics to evaluate team performance and ensure the team meets expected utilization levels. Additionally, ensure appropriate backup planning to manage absenteeism and contingencies.
•    Coach and develop team members for building Organizational capability and create second in line leadership team ready to take higher responsibilities.
•    Grow the existing business by exploring and adding existing/new activities.
•    Having a good understanding of the market and technologies to develop the team for future skills.Act as the “go to” person within a department or function for questions and problems within his/her area of expertise
•    Lives and drives Eaton Values and creates a positive environment. Actively contribute towards "Enhance – Engage and Enrich" culture at SMC
 

•    Any Graduate/Postgraduate, Minimum 8-10 years of experience in Customer Service.  Minimum 2 years experience in people management.
 

•    Understanding of the Performance Management and Job Allocation techniques
•    To be highly competent in MS office (Especially Excel and PowerPoint) to work on huge data with precision.  Should be able to analyze the data.
•    Demonstrates Collaborative Style of Leadership and cross-cultural collaboration
•    Strong analytical and problem-solving skills
•    Exposure to managing business transitions and effective knowledge transfers
•    Exposure to TQM Techniques e.g: 5S, Kaizen, Lean, Basic six sigma, Operational Excellence
•    Possesses excellent written and verbal English communication and presentation skills
•    Ability to identify underlying opportunities and build on lasting solutions
•    Comfortable with facilitating, managing and driving change