Head - CCD operations ( Electrical Products) at Siemens in Chennai,Tamil Nadu,India
- Company: Siemens
- Location: Chennai,Tamil Nadu,India
- Posted: Sep 17, 2026
- Type: Full-time
- Experience: 10+ years
- Visa sponsorship available
Overview
We are looking for a dynamic professional to lead our Customer Care Desk (CCD) operations and drive operational excellence, customer satisfaction, and continuous improvement initiatives. This role offers an opportunity to work across multiple functions, lead high-performing teams, and contribute to …
Job description
- We are looking for a dynamic professional to lead our Customer Care Desk (CCD) operations and drive operational excellence, customer satisfaction, and continuous improvement initiatives. This role offers an opportunity to work across multiple functions, lead high-performing teams, and contribute to business success through operational leadership and digital transformation initiatives.
Responsibilities
- Lead and manage end-to-end CCD operations to ensure delivery of agreed service levels and business targets.
- Drive operational efficiency, productivity improvements, and process optimization across service delivery functions.
- Establish and monitor KPIs, dashboards, and operational metrics to ensure performance excellence.
- Ensure adherence to quality, compliance, and EHS requirements.
- Develop and execute strategies to enhance customer satisfaction and customer experience.
- Act as an escalation point for critical customer issues and drive timely resolution.
- Build strong relationships with key customers, internal stakeholders, and business partners.
- Promote a customer-first culture across the organization.
- Lead, coach, and develop a high-performing operations team.
- Drive employee engagement, capability building, succession planning, and talent development initiatives.
- Foster collaboration across functions to achieve organizational objectives.
- Collaborate closely with Sales, Service, Supply Chain, Finance, and other business functions.
- Ensure effective communication and alignment with internal and external stakeholders.
- Identify opportunities for process simplification, automation, and digital transformation.
- Implement best practices and continuous improvement initiatives to enhance operational effectiveness.
- Drive standardization of processes and ensure governance mechanisms are in place.
Requirements
- Diploma / ITI in Engineering, Business Administration, or related discipline.
- Postgraduate qualification in Management will be an added advantage.
- 5-10+ years of experience in Customer Service, Operations Management, Service Delivery, or related functions.
- Experience in digitalization, process improvement, and transformation initiatives preferred.
- Well-versed in customer service operational processes including Ticket Handling through GSP, RECO Management, RMS processes, complaint management, customer escalation handling, and service request monitoring.
- Hands-on experience with Siemens tools and platforms such as GSP, SAP, Besys, and related service management applications.
- Extensive experience in handling customer service tickets related to Low Voltage Switchgear products, including ACBs, MCCBs, MCBs, Switch Disconnectors, Busbar Systems, Control Products, and associated LV distribution solutions.
Skills
Required
- Customer service operational processes
- Ticket Handling through GSP
- RECO Management
- RMS processes
- Complaint management
- Customer escalation handling
- Service request monitoring
Preferred
- Digitalization
- Process improvement
- Transformation initiatives