Senior Manager BCC - India & ASEAN

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Job Summary:

Oversees customer service operations within assigned scope of responsibility for one or more of the following processes: receiving orders, order entry, purchasing, invoicing, backlog, order tracking, status communication and other customer service activities. Provides oversight and direction regarding assigned team, financial and operational activities.

Principal Responsibilities:

• Ensures effective process utilization by reviewing and analyzing metrics to ensure accuracy and timeliness for all operation related support functions. Identifies areas where additional opportunities exist to improve operational service levels.
• Champions continuous improvement activities of assigned processes that lead to increased operational efficiencies and resulting Return On Investment (ROI) .
• Implements new and/or improved processes and procedures. Partners with suppliers and customers on process development, program changes and identifying areas of mutual improvement.
• Utilizes process knowledge to ensure processes are aligned and comply with all legal, contractual and internal financial controls requirements.
• Supports business unit operations in forecast management, reporting and analysis, invoicing and business planning and analysis.
• Resolves escalated internal, customer and supplier related tool, process, customer complaints or other specific issues.
• Leads operations and customer business reviews.
• Other duties as assigned.

Job Level Specifications:

• Manages direct managers and/or highly skilled specialists who exercise significant latitude and independence. Often oversees one or more departments or related teams.
• Establishes operating policies and procedures that affect departments and direct teams. Interprets enterprise-wide policies and procedures. Develops budgets, schedules and performance standards for one or more departments. Responsible for resources and policy formation in area of responsibility.
• Assignments are defined in the form of long-term objectives. Decisions are guided by resource availability, functional objectives and independent judgment.
• Collaborates frequently with internal and/or external management. Leads meetings and briefings for internal and/or external representatives. Often coordinates efforts between functional areas and/or members of an extended assignment/project team.
• Decisions likely have extended impact on the outcomes of multiple departments or teams. Erroneous decisions or recommendations will likely result in critical delays and/or modifications to projects and/or operations; causing substantial expenditure of additional time, people and/or financial resources, and jeopardize future business activity.

Work Experience:

• Typically 8+ years including 3+ years of management experience

Education and Certification(s):

• Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.

Distinguishing Characteristics:

Key Elements
• Senior manager within a large, international site
• Full responsibility for Customer Services activities across Asean and India
• Strong leadership and communication skills 
• Experience of leading large teams
• International experience with the ability to integrate with senior colleagues from other parts of the world
• Results driven with a focus on delivering KPI’s
• Innovative approach to problem solving and process oriented

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.