Job Role: Customer Service Process Excellence Lead
Departments:
Europe
Job Code
Location:
Mumbai
Reports To:
Sr.
Director – Customer Service
Key Stakeholders : Warehouse, Supply chain, logistics, global sales team, customer service
1: Job Purpose Statement (Summarize in one/two statements why this job exists, and the contribution makes to the overall business of the company).
We are seeking a dynamic and analytical Process Excellence Lead to drive continuous improvement initiatives within our Customer Service function. The ideal candidate will leverage data insights, market trends, and technology to enhance customer experience, streamline operations, and support our digital transformation journey.
2: Organizational Relationship (Provide an organisational chart which illustrates the role structure above and below and parallel to this position).
3: Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job)
4: Decision Making Authority (This will be for every job allocated to the individual)
Refer To The Decision Making Box For Detail Information)
Regions Supported: US, LATAM, Europe, APAC, MEA
Strategic Planning & Operational Performance
- Lead the analysis of global operational performance across regions to identify areas for improvement, enhancing overall efficiency and service excellence.
- Evaluate and redesign existing processes and workflows to eliminate bottlenecks, ensuring scalable and agile customer service operations across geographies.
- Drive the design and execution of global process improvement initiatives to reduce costs, increase productivity, and enhance customer satisfaction.
- Utilize operational data to deliver insightful reports on KPIs, regional trends, and performance metrics to leadership for data-driven decisions.
Market Intelligence & Business Insights
- Conduct global market research and analyze customer expectations, regional trends, and competitor strategies to support strategic decision-making.
- Provide actionable insights to influence process and service enhancements aligned with diverse customer needs across regions.
Process Improvement & Project Leadership
- Champion continuous improvement initiatives and best practices to streamline customer service operations.
- Lead cross-functional projects focused on operational excellence, ensuring timely delivery and alignment with business goals.
- Foster a culture of innovation by engaging regional teams in identifying improvement opportunities and adopting new methodologies.
Customer Experience Management
- Lead customer journey mapping initiatives to identify pain points and improve customer touchpoints across the service lifecycle.
- Develop strategies and implement improvements to ensure a consistent, seamless, and customer-centric experience across all global markets.
Training, Development & Knowledge Enablement
- Design and roll out capability-building programs to empower regional customer service teams with the skills and knowledge to deliver exceptional service.
- Train new joiners, create process flows and documents
- Monitor training effectiveness and continuously evolve programs based on feedback and performance outcomes.
Voice of Customer & Feedback Integration
- Establish structured feedback mechanisms to capture, analyze, and act on customer insights for continuous service enhancement.
- Partner with quality teams to ensure customer feedback is looped into process and experience design.
Technology & Digital Enablement
- Leverage customer service technologies, CRM platforms, and automation tools to optimize workflows and enhance service delivery.
- Evaluate and implement tech-based solutions to support business expansion and efficiency in high-growth regions.
Data Analytics & Reporting
- Oversee the tracking and analysis of global service metrics, translating data into insights for operational refinement.
- Prepare and present performance dashboards and business review reports to stakeholders.
Customer-Centric Operational Design
- Ensure global service operations are designed to exceed customer expectations while maintaining cost and resource efficiency.
- Lead root cause analysis and corrective action planning for issues impacting customer satisfaction.
Global Collaboration & Stakeholder Management
- Serve as a central liaison between customer service and other key departments (Sales, Supply Chain, Warehousing, Finance) to ensure cross-functional alignment.
- Actively participate in leadership forums and global team meetings to influence customer service strategy and operations.
Schedule A & B
Decision Making Authority (For each decision type define if the action involves below mentioned categories:
Schedule A : Execution
Schedule B: Follow SOP/policy for decision to be made. (Moderate to Complex decision making)
Schedule C: Decide within approval limits) Complex/tactical/strategic decision making impacting the outcome.
- Can be merged with duties & Responsibility.
5: Key Result Areas (List the key deliverables that quantify successful performance in the role).
- Process Optimization
- Analysis of Data
Educational Qualification
Skills & Knowledge
- Mandatory : Bachelor’s/Master’s degree in Engineering, Business Administration, or related field
- Strong analytical and problem-solving skills
- Proficiency in data visualization tools (e.g., Power BI, Tableau) and Excel
- Experience with process improvement methodologies (Lean, Six Sigma, etc.)
- Excellent communication and presentation skills
- Ability to manage multiple projects and cross-functional stakeholders
- Change management and training capabilities
- Familiarity with automation and digital tools
Work Experience
Competencies
- 6+ years of experience in process excellence, preferably in customer service or operations within a manufacturing setup
- Exposure to tyre or automotive industry is a plus
- MS Office
- Market and customer intelligence
- Competition mapping
- Analytical skills
