Process Excellence Lead

We are seeking a dynamic and experienced individual to join our Commercial Operations team in Manesar. This role is critical to driving end-to-end process management, ensuring customer satisfaction and spearheading innovation and transformation projects across EMEA & India operations.

This role blends strategic process oversight with hands-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 a strong analytical mindset, demonstrated project leadership, and the ability to influence stakeholders across various levels and geographies.

The ideal candidate will not only oversee daily operational performance but will lead continuous improvement efforts, foster cross-functional innovation, and champion quality excellence throughout the organization.

Key Responsibilities

• Oversee and manage daily operational activities with a focus on achieving production targets, quality metrics, and customer satisfaction.
• Lead process improvement initiatives using Lean, Kaizen, or Six Sigma methodologies to drive efficiency and cost optimization.
• Manage SAP ECC and CRM project activities, including designing test cases, coordinating user acceptance testing (UAT), and ensuring smooth implementation of system upgrades and process changes.
• Lead SOP creation and standardization related to SAP ECC and CRM processes, ensuring that system users are well supported with clear guidelines and best practices.
• Drive customer feedback (Customer Experience) analysis and lead action planning for enhanced service delivery.
• Collaborate with cross-functional teams and global stakeholders to ensure successful project execution and alignment with strategic goals.
• Ensure Quality Management System (QMS) compliance and audit 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 of customer escalations, partnering with global teams to tackle complex operational issues.
• Mentor and guide team members while promoting a positive, collaborative, and performance-oriented team culture.
• Own and manage specific sub-processes end-to-end, providing support for daily operations as required.
• Support people engagement initiatives by 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 strong culture of accountability, collaboration, and innovation.
• Support Web Billing operations, including end-to-end process optimization and customer portal registration.

Required Skills & Experience

• Proven experience managing end-to-end order management for both Sales and Services.
• Extensive hands-on knowledge of SAP ECC and CRM systems, including deep understanding of their architecture, workflows, and data integration points critical to commercial operations.
• Experience in configuring, testing, and troubleshooting SAP ECC modules (such as Sales & Distribution, Finance, and Logistics) and CRM functionalities tailored to sales and customer service processes.
• Ability to analyze system performance, identify bottlenecks, and recommend improvements or automation opportunities within SAP ECC and CRM landscapes.
• Skilled in designing test scenarios, managing UAT, and driving system adoption to ensure business processes are accurately supported by SAP tools.
• Ability to manage complex administrative processes with visibility across the entire value chain.
• Strong skills in trend analysis, benchmarking, market evaluation, and performance impact assessments.
• Excellent written and verbal communication, with the ability to present effectively to senior stakeholders.
• Strong influencing skills and ability to drive change without direct authority.
• Effective decision-making and problem-solving abilities, even in high-pressure environments.
• Flexibility to meet global business demands, including working on stretch goals.
• Demonstrated ability to deliver data-driven insights and measurable improvements.
• Experience with stakeholder engagement, partner/customer registration, and ACX action planning.

Qualifications

• Bachelor's or Master’s degree in Business, Operations, Information Systems, or a related field.
• 8+ years of experience in operations, process improvement, and/or project management with significant exposure to SAP ECC and CRM implementations or enhancements.
• Prior exposure to indirect team engagement, daily performance tracking, and team capability building.

Additional Details

Travel Required:

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