Senior Manger Front Office _ Root Cause Analysis
Managing 7 direct reporters from Advanced Technical SupportSupervising the quality for the team by conducting audits, providing feedback, and implementing further improvementsPerforming performance analysis of the team members and taking suitable measures for ensuring achievement of KPIs to ensure increase in the overall productivity of the process, monitoring operation level agreements with business and reviewing them at regular intervals.Working closely with the Training/Research Department for organizing sessions for teams on various topics.Lead the process of Reward and Recognition for the team.Ensuring customer satisfaction by giving prompt and polite response to the customer while providing required resolutions or escalations.Management of end-to-end Root Cause Analysis process of Secure Power products with Factory Quality team, R&D, Field Service Engineers, sales, marketing, and the end usersDrafting, value adding and reviewing of technical reports along with review committee before releasing to customer.Knowledge and experience of customer success metrics like NSS (Net Satisfaction Score), NPS (Net Promotor Score) and OES (Overall Experience Survey)Leading and driving continuous Improvement projects of Six sigma (using DMAIC) for improving the existing operations
