Process Excellence Lead

We are seeking adynamic and experienced individualto join our Commercial Operations team in Manesar. This role is critical to drivingend-to-end process management, ensuringcustomer satisfactionand spearheadinginnovation and transformation projectsacross EMEA & India operations.

This role blendsstrategic process oversightwithhands-on operational involvement, requiring strong collaboration across teams, a deep understanding of system and workflow optimization, and the ability to deliver measurable outcomes. The successful candidate will bring astrong analytical mindset, demonstrated project leadership, and the ability toinfluence stakeholdersacross various levels and geographies.

The ideal candidate will not only oversee daily operational performance but will leadcontinuous improvement efforts, fostercross-functional innovation, and championquality excellencethroughout the organization.

Key Responsibilities:

• Oversee and manage daily operational activities with a focus on achievingproduction targets, quality metrics, and customer satisfaction.
• Leadprocess improvement initiativesusing Lean, Kaizen, or Six Sigma methodologies to drive efficiency and cost optimization.
• ManageSAP ECC and CRMproject activities, including designing test cases, coordinating user acceptance testing (UAT), and ensuring smooth implementation of system upgrades and process changes.
• LeadSOP creation and standardizationrelated to SAP ECC and CRM processes, ensuring that system users are well supported with clear guidelines and best practices.
• Drivecustomer feedback (Customer Experience) analysisand leadaction planningfor enhanced service delivery.
• Collaborate withcross-functional teams and global stakeholdersto ensure successful project execution and alignment with strategic goals.
• EnsureQuality Management System (QMS) complianceandaudit preparedness(SOX and external audits), including managing RCA/CAPA and maintaining documentation controls.
• Present project progress, business cases, and insights to senior leadership through data-driven storytelling and reporting.
• Lead the resolution ofcustomer escalations, partnering with global teams to tackle complex operational issues.
• Mentor and guide team members while promoting apositive, collaborative, and performance-oriented team culture.
• Own and manage specificsub-processes end-to-end, providing support for daily operations as required.
• Supportpeople engagement initiativesby tracking daily performance, offering coaching, and facilitating feedback sessions.
• Work closely with managers and team supervisors to address team learning needs, performance gaps, and development opportunities.
• Foster a strongculture of accountability, collaboration, and innovation.
• SupportWeb Billing operations, includingend-to-end process optimizationand customerportal registration.