Interested in joining our global team? Our wide range of opportunities extends from creative and innovative research through international management all the way to production. Whether you’re studying, starting out in your career or a seasoned professional, come help us make the world a better place.

• Responsibility to drive the strategic, operational functionality and organizational efficiency of CS within India. Liaison with CFO India to align CSX KPIs and operation strategy for CS team in India.
• Manage/set KPIs, supervise, mentor and guide the CS team Leaders and teams to achieve the targets for the year.
• Focus on improving individual outcomes of India CS Team. Manage and develop skills and knowledge in order to develop team members for career opportunities.
• Establish clear backup system within CS team and CS team Leaders and keep sustainable organization set up with support plan ready.
• Responsibility as key interface between CS and internal stakeholders, and drive cross-functional elements.
• Collaboration with BL representatives regional KPIs and BL strategies.
• Strong Compliance Management within CS India Organization by way of monitoring all Compliance activities related to CS. Create/ build SOP’s based on regional processes and policies in line with Compliance and ensure reporting/ seeking corrective actions where necessary.
• Showcase qualitative and  quantitative measures for streamlining and achieving outcomes of the CS organization in India. Responsible to enable teams to create Dashboards to show success metrics.
• Review dashboards, analytics and issuing of relevant weekly/monthly reports.
• Lead the operational deployment and project management of all programs and initiatives performed via CS channel in the region/global where necessary.

Ensure all people leader driven responsibilities focusing on the below:

• Overarching responsibility for training and development of CS teams
• Overarching joint planning on recruiting and on boarding process for new joiners in close collaboration with management, local HR team.
• Continuously review and enhance team training schedule and project feedback processes in close collaboration with global BL CS managers for best possible training
• Create CS networks within Evonik and extend opportunities for teams to collaborate on best practices across Evonik groups.
• Establish strong Customer Service networks externally to stay updated on all local/regional/global best practices to guide the India team effectively. Develop team members to stay updated with current trends and market best practices accordingly.
• Support escalations to a higher level as necessary to manage work streams efficiently.
• Support global initiatives to develop CS towards a higher archetype hierarchy, to include sales and marketing initiatives

Education, Certification and/or relevant experience required

• With minimum 10-12 years of experience leading Customer Service function in an MNC with multiple business lines.

Additional skills and abilities required for this position

• Strong people management skills and systems implementation experience

Technical Knowledge (E.g. specialized knowledge required to perform all the required tasks)

MAIN INTERFACES BEYOND OWN FUNCTION

• BL Manager, BL Sales, BL Marketing
• Regional Business Team (Sales, Marketing for approval)
• BL CSR in sourcing site
• BL SCM / Production site, SCM function, platform logistics
• Finance department / Procurement department
• IT
• HR
• Legal & Admin function

MAIN TOOLS/ SYSTMES

• SAP （R11, I11,Q11, W11）
• CRM (CARAT  Report, Complain)
• CARAT
• Power BI
• CUPSET+
• ECPW
• Import System