Senior Manager - Lead - Complaints & Customer Recovery
Schneider Electric · Posted Oct 15
Energy management, automation, software, and sustainability solutions
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About the role
Lauritz Knudsen Electrical and Automation is an electrical and automation brand with over 70 years in India, offering low-voltage switchgear, medium-voltage switchgear, automation solutions, software and services for homes, agriculture, buildings, infrastructure and industry. The role drives complaint management and customer recovery, strengthening processes, governance and systems with a focus on root-cause analysis, preventive actions and continuous improvement. It leads end-to-end resolution of sales and senior management complaints, governs CSAT/VOC dissatisfaction cases, and builds complaint analytics dashboards and governance reviews across businesses.
What you will do
- Complaint Process Excellence: Standardize and strengthen end-to-end Complaint Management process across businesses
- Define complaint lifecycle, TAT, escalation matrix and Governance process
- Define and establish Complaint Closure Quality Standards
- Complaint Management System Transformation: Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking ,escalation and closure
- Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team
- Ensure effective adoption and utilization of the Complaint Management system across relevant functions
- Complaints Operations & Customer Recovery: Lead the end-to-end resolution of Sales Complaints by co ordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs.
- Own the end-to -end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure.
- Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders
- Ensure the adherence of resolution Quality standards
- Complaint Governance & Analytics: Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance
- Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools
- Analyse Complaints trends, repeat complaints, Systemic issues across businesses
- Conduct Governance reviews and recommend corrective actions
- Continuous Improvement: Drive RCA and CAPA implementation with respective business functions
- Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence
- Measure effectiveness of improvement initiatives and recommend further enhancements
Skills used in this role
What the employer is looking for
- B.E./B.TECH (MBA (Preferred))
- EXPERIENCE: 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service.
- Experience in Complaint governance and Customer recovery.
- Experience in CRM/Complaint Management platforms.
- Manufacturing/B2B industry experience preferred
Benefits and support
- Compensation and benefits are detailed in the job posting
About Schneider Electric
Schneider Electric is a global leader in digital automation and energy management, driving efficiency and sustainability for homes, buildings, data centers, infrastructure, and industries. Combining world-leading energy technologies, real-time automation, software, and services, the company helps customers turn operational ideas into a more resilient and sustainable future.
- Industry
- Energy Management
- Company size
- 10001+ employees
- Founded
- 1836
- Location
- Rueil-Malmaison, France
- Funding stage
- Public Company
Leadership
Chief Executive Officer
Nathan Fast
Chief Financial Officer
Charise Le
Chief Human Resources Officer
Esther Finidori
Chief Sustainability Officer
Peter Weckesser
Chief Digital Officer
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