Customer Service Operations

We are seeking a dynamic and experienced Process Excellence Lead to join our team. This individual will be responsible for driving end-to-end process improvement initiatives, ensuring audit readiness, and leading innovation projects across AFO commercial operations. The role requires a strong background in cross-functional collaboration, stakeholder engagement, and an analytical mindset with the ability to influence outcomes at all levels. This role combines need-based production responsibilities with significant process management, audit preparedness, partner management, and indirect people engagement exposure.
The ideal candidate will not only drive daily operational excellence but will also lead continuous improvement efforts across functions, foster innovation, and uphold the highest quality standards.

Key Responsibilities:

• Manage day-to-day operational activities with a strong focus on achieving production targets, quality, and customer satisfaction.
• Identify, lead, and execute process improvement initiatives and Lean/Kaizen projects to drive cost savings and improve process efficiencies.
• Lead Testing and SOP creation projects ensuring new solutions are effectively implemented across teams.
• Drive customer feedback analysis (Customer Experience) and action planning to improve customer satisfaction and service delivery.
• Pioneer Automation and RPA initiatives where applicable to improve productivity and minimize manual effort.
• Collaborate with cross-functional stakeholders to ensure seamless project execution and alignment with business goals.
• Ensure QMS compliance and audit readiness (SOX, external audits), including RCA/CAPA and documentation controls.
• Prepare and present project progress, business cases, and data-driven insights to leadership and business partners.
• Manage customer escalations and partner with global teams to resolve complex operational challenges.
• Mentor and guide team members while promoting a positive and collaborative team culture.
• Own end-to-end responsibility for sub-processes and support daily operations when needed.
• Supporting the end-to-end Customer Registration (E-Com) process ensuring high accuracy and timely delivery.
• Perform root cause analysis (RCA) and develop corrective and preventive actions (CAPA) for process deviations and quality issues.
• Support people engagement initiatives by tracking daily performance, providing coaching and feedback to team members.
• Work closely with managers and SUPs to address engagement, learning needs, and performance improvements.
• Play an active role in building a strong team culture focused on accountability, collaboration, and development.
• Supporting Web Billing process, ensuring end to end process optimization and portal registration.

Required Skills & Experience:

• Proven experience in global process management, preferably PMP certified.
• Operational excellence in SC and SOM process
• Strong knowledge of SAP ECC & CRM and other ERP tools
• Expertise in handling complex administrative and customer service issues with E2E value chain visibility.
• High proficiency in benchmarking, trend analysis, market analysis, and impact evaluation.
• Strong written and verbal communication and presentation skills.
• Ability to influence without authority and drive change across multiple teams.
• Strong decision-making and problem-solving capabilities.
• Flexibility to work on stretched goals under a global work environment.
• Analytical mindset with a focus on measurable outcomes and data-driven insights.
• Experience handling partner/customer registrations, ACX action planning, and stakeholder engagement.

Qualifications

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 8+ years of experience in operations, process improvement and/ or project management.
• Exposure to SOX compliance, QMS frameworks, and audit preparedness.
• Experience in indirect people engagement, daily performance tracking, and team development.

Additional Details

Travel Required:

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Duration:

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