Senior Manager - Complaints & Customer Recovery

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Senior Manager - Complaints & Customer Recovery

Mumbai, Maharashtra, India

Mumbai, India

Customer Satisfaction and Quality

135811

Hybrid

Job Description

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.

JOB PURPOSE

Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns. Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

Position Title

Senior Manager

QUALIFICATION & EXPERIENCE

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

KEY RESPONSIBILITIES

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

KEY PERFORMANCE INDICATORS

Sales Complaints Resolution within TAT

Customer Dissatisfaction Alert Resolution within TAT

Senior Management Complaints resolution within TAT

Complaint Closure Quality & Customer Recovery Effectiveness

Reduction in Complaint Rate (CPTO)

Reduction in Repeat Complaints

KEY COMPETENCIES

Complaint Management & Customer Recovery

CRM/Complaint Management Systems

RCA & CAPA Methodologies

Escalation Management

Data Analytics and Reporting

Process design and improvement

What's in it for me?

Meaningful work where you directly impact customer satisfaction and business success

Supportive team culture that values collaboration and continuous improvement

Growth opportunities with coaching, mentorship, and professional development

Flexible work options designed to help you thrive

Bring your customer care expertise to a team that's ready to welcome you — apply today!

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

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€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the divers