Head - Operations

Profile: Head of Operations & Customer Experience - II Division: Contract Manufacturing (P2P & CMO) Location: Mohali, H.O. (Bestech Business Towers) Responsibilities: Operations & Fulfillment Supply chain process: Manage all stages from production to client delivery, ensuring a seamless and efficient workflow. Collaborating & Onboarding vendors: Partner with manufacturers, quality control laboratories, logistics providers, and PPM / SPM / TPM vendors to ensure consistent performance and reliability. Purchase and Payment Audit: Handle anomalies in purchase bills and outgoing payments (pricing & qty contrarieties, payment outflow as per payout terms, etc) Manage inventory: Supervise timely arrivals, conduct thorough quality checks, and ensure accurate documentation and labeling. Streamline warehouse operations: Enhance order processing, accuracy, and speed to meet client expectations and operational targets. Stack & manage inventory in the warehouse with a documented SOP. Coordinate inbound & outbound logistics: Work with delivery partners to ensure shipments are punctual, error-free, and meet our & client standards. Develop and enforce SOPs for returns & defects: Create clear procedures to handle returns & defective items, matching final purchase-receive with product ordered, reducing operational hiccups and client dissatisfaction. Create and maintain real-time dashboards: Track order progress, fulfillment rates, internal MIS reporting, and operational metrics for data-driven decision-making. Compliance with regulatory requirements: Ensure products received are compliant as per laws. Customer Experience (CX) Champion CX: Lead efforts to resolve order issues, returns, and inquiries quickly and effectively, keeping clients happy. Leverage automation tools and smart workflows: Assess and deploy platforms like Freshdesk, ZohoDesk or similar solutions to enhance client interaction efficiency and streamline B2B support processes ensuring consistency and professionalism. Identify and address client challenges proactively: Spot potential issues early and turn them into positive experiences that strengthen client relationships. Skills Required: Picture a results-driven multitasker who blends supply chain mastery with a tech-forward mindset. You’re skilled at auditing payments, streamlining warehouses, and ensuring regulatory adherence, all while using platforms like Freshdesk, ServiceNow, or Zohodesk to elevate client satisfaction. Confident and collaborative, you proactively. solve problems and build trust with vendors and clients alike, thriving in fast-paced B2B settings. With a keen eye for detail, strong interpersonal skills, and a proactive approach, you turn data into decisions and challenges into opportunities in a B2B landscape. The perfect fit is a pragmatic, client-obsessed leader with a talent for operational efficiency and tech integration. Supply Chain and Operations Expertise: Proven ability to oversee end-to-end supply chain processes, optimize workflows, and ensure seamless production-to-delivery execution. Vendor and Stakeholder Management: Strong negotiation and collaboration skills to onboard and manage relationships with manufacturers, logistics providers, and quality control partners. Analytical Problem-Solving: Proficiency in auditing purchase orders, reconciling discrepancies (e.g., pricing, quantities), and managing payment workflows with precision. Logistics Coordination: Capability to manage inbound and outbound logistics, ensuring timely and error-free deliveries aligned with client expectations. Process Optimization: Skill in developing and enforcing SOPs to handle returns, defects, and operational challenges, reducing disruptions. Data-Driven Decision Making: Competence in creating and interpreting real-time dashboards (e.g., MIS reporting) to track KPIs like order fulfillment and operational metrics. Regulatory Compliance Knowledge: Understanding of pharmaceutical or relevant industry regulations to ensure product and process compliance. Client-Centric Leadership: Ability to champion B2B client satisfaction by resolving issues swiftly and building lasting relationships. Technology Proficiency: Hands-on experience with customer support tools (e.g., Freshdesk, Zoho Desk) and automation platforms to enhance CX efficiency and scalability. Proactive Problem Resolution: Keen eye for identifying client pain points early and turning challenges into opportunities for improvement. Communication and Collaboration: Excellent interpersonal skills to liaise with clients, vendors, and internal teams, ensuring clarity and professionalism across all channels.