Global NPS Programme Manager & Process Excellence Lead

Smith & Nephew

8 - 13 years

8 - 13 Lacs

pune

Posted:6 days ago| Platform:

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Skills Required

order management pmp erp sap project management process improvement process excellence risk management crm auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

What will you be doing

Serve as the day-to-day programme manager for the Global NPS Operating System. Ability to lead process discovery workshops across multiple geographies and cultures.
Lead governance, programme cadence, timelines, risk management, and stakeholder communication. Strong understanding of end-to-end value streams.
Hands-on experience in process mapping tools (e.g., Visio, Signavio, Celonis, ARIS).
Familiarity with ERP and CRM platforms: SAP (ECC, IBP, APO) and Salesforce preferred.
Strong grasp of compliance, internal controls, and audit frameworks. Demonstrated ability to design and roll out standardization frameworks across regions.
Ability to engage senior stakeholders and act as a trusted advisor to global leadership. Partner with regional Customer Care, Commercial, and Marketing teams to support customer outreach lists, feedback loops, and follow-up actions.
Experience working with or alongside automation/AI teams to translate processes into technology-enabled solutions
Manage the relationship with the external consultant/vendor, ensuring survey readiness, output quality, SLA performance, and continuous improvement.
Coordinate closely with SNOS to embed NPS Inner Loop, Outer Loop, problem-solving rituals, and customer feedback operating mechanisms. Produce and maintain NPS dashboards, monthly reporting packs, insights summaries, and executive readouts.
Facilitate insight-to-action workshops, identifying customer themes, root causes, and improvement initiatives.
Track execution of improvement actions and monitor their impact on customer experience outcomes.

What will you need to be successful

Education: Bachelor s degree in engineering, Computer Science, Supply Chain, or Business.
Master s degree (MBA/PGDM) in Operations, Supply Chain, or Transformation strongly preferred.
Licenses/ Certifications: Lean Six Sigma Black Belt or equivalent advanced certification required.
Project Management Certification (PMP, PRINCE2, or Agile/Scrum) desirable.
Exposure to process mining tools (Celonis, Signavio, UiPath Process Mining) is a plus.
Operating Mode: Work from office - Kharadi, Pune - 5 days in a week. Flexible to work in any shift.
Experience:
At least 8 years of experience in Process Excellence, Business Transformation, or Global Business Services (GBS).
Proven track record of global process harmonization and transformation initiatives. Hands-on experience with SAP Order Management and Supply Chain Planning workflows.
Exposure to digital transformation, RPA, and AI-driven process improvement.
Strong experience in governance, compliance, and control frameworks. Exceptional analytical, problem-solving, and process design skills.
Ability to design clear visual process maps and frameworks. Ability to take data sets and translate to data insights including ability to communicate insights effectively to C-level leadership.
Strong stakeholder management and influencing capability across geographies. Ability to facilitate and communicate with impact. Demonstrated ability to influence outcomes in a global matrix environment.
Growth mindset curious, adaptable, and open to embedding AI as part of process redesign. Resiliency to persevere when faced with obstacles and challenges.
Ability to prioritize and organize multiple tasks and maintain focus amidst interruptions.

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