Consultant – Global Customer Care

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Consultant - Global Customer Care . This role is a strategic blend of Process Excellence, PMO, Transition Leadership, and Governance , focused on driving operational efficiency, customer-centric transformation, disciplined execution across global markets. One who has proven background in Lean, Six Sigma, Gemba, Kaizen, PMP-based Project Management, Value Stream Mapping, Transition Management, Operating Model governance, with a proven ability to influence stakeholders and drive sustainable change . Let's craft the future together!

What will you be doing?

Process Excellence and Continuous Improvement –

• Drive Lean, Six Sigma, Kaizen and Gemba initiatives to improve efficiency, quality, and customer outcomes.
• Lead Value Stream Mapping exercises to identify waste, bottlenecks, and improvement opportunities.
• Identify, standardize, and scale best practices across Europe, APAC, and Americas.
• Foster and embed a strong continuous improvement culture within Global Customer Care operations.
• Translate improvement initiatives into measurable outcomes aligned to business and customer KPIs.

Transition Leadership & Change Management:

• Lead end-to-end process transitions and migrations, ensuring smooth execution, minimal disruption, and rapid stabilization.
• Own transition governance including risk assessment, mitigation planning, and readiness validation.
• Act as a single point of contact and voice of transitions to leadership, providing structured updates on progress, risks, and outcomes.
• Partner with global teams to ensure effective knowledge transfer, documentation, and post-transition support.

Project Management & Strategic Initiatives:

• Apply PMP methodologies to plan, execute, track, and close projects on time and within scope.
• Lead and support strategic Customer Experience initiatives (NPS, CSAT), converting insights into actionable improvements.
• Manage interdependencies across initiatives and ensure alignment with broader Global Customer Care strategy.
• Collaborate with and manage external vendors, ensuring delivery against SLAs, quality standards, and contractual commitments.

SOP Governance, Audits & Compliance

• Own and drive SOP audits, reviews, and periodic validations to ensure process adherence and standardization.
• Ensure SOPs are current, compliant, and effectively embedded within operations.
• Identify gaps through audits and reviews and lead corrective and preventive actions (CAPAs).
• Partner with site leadership to ensure audit readiness and sustained compliance.

Operational Excellence, KPIs & Governance

• Monitor, analyse, and maintain Site KPIs, ensuring performance trends are visible and improvement actions are driven.
• Facilitate and govern MBRs, QBRs, and operational reviews, providing clear insights and recommendations.
• Drive improvements in service levels, productivity, quality, and customer satisfaction metrics.
• Ensure alignment with Global Customer Care and Supply Chain standards.

Smith & Nephew Operating System (SNOS) Enablement

• Lead and drive the adoption of the Smith & Nephew Operating System (SNOS) across the site.
• Ensure Tier 0 to Tier 3 reporting is embedded, consistently followed, and effective.
• Conduct regular SNOS audits to validate compliance at both team and site levels.
• Coach leaders and teams on SNOS principles, behaviours, and cadence to build operational maturity.
• Ensure the site remains audit-compliant and aligned to SNOS expectations.

Stakeholder & Vendor Management

• Build strong partnerships with internal stakeholders and senior leadership to align priorities and outcomes.
• Influence decision-making through data-driven insights and structured problem-solving.
• Ensure vendor accountability, performance tracking, and continuous improvement.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field in Manufacturing/Service industry.
• Experience: Minimum 5 to 10 years of relevant experience in Process excellence, PMO, transformation and Transition.
• Strong expertise in Process Excellence, Lean, Six Sigma, Gemba , and Kaizen methodologies.
• Proven experience in PMO/project management (PMP preferred), driving initiatives from concept to execution.
• Ability to lead transitions , ensuring seamless process migration and stabilization.
• Expertise in Value Stream Mapping to drive operational improvements.
• Ability to manage multiple stakeholders and influence decision-making at leadership levels.
• Strong analytical mindset with an eye for detail and a passion for driving data-backed improvements.
• Self-starter with the ability to work independently and demand accountability from vendors.
• Experience in working across global teams and diverse time zones .
• This Role demands working 5 days working from Office – No Hybrid Model Available.
• Working from Office for all 5 days (Monday to Friday)- Kharadi, Pune.
• Shift Timings - US shift (5:30 PM to 2:30 AM IST). Flexibility to work in any shift as required .

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility : Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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