global nps programme manager & process excellence lead

head of human resources - global capability center (gcc)

sr. customer service executive - global service operations

customer success operations analyst Jobs in Pune

customer success operations analyst

global nps programme manager & process excellence lead Jobs in Pune

head of human resources - global capability center (gcc) Jobs in Pune

operations executive - supply chain Jobs in Pune

operations executive - supply chain

sr. customer service executive - global service operations Jobs in Pune

sr customer service executive global service operations

Tata Communications

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 Job Description �The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities �Taking ownership of customer issues reported, solving their problems through by providing resolution. �Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. �Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams �Ensure SLA are achieved &amp; work proactively to maintain the same. Desired Skill sets �Demonstration of problem-solving skills �Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. �Maintain awareness of latest technologies in the domain
</div>

Sr. Customer Service Executive - Global Service Operations

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 
 Job Description - SR Team Member
 
 
 
 <ul>
 <li>
 Background - Engineering Graduate - Civil
 </li>
 <li>
 Year of experience - 8 to 10 Year experience in engineering, Facility operations including Repair and maintenance, Safety, Sustainability, compliance, relevant experience to fulfil below KRA, STP Operation , Governance , project Management, Vendor management , Budget , Process documents , MIS, Landscaping
 </li>
 <li>
 Skill Set - ISO45001, ISO 14001, ISO 27001, TL 9000, ISO14001 Audits, Safety, Sustainability, compliance, Project, General Administration.
 
 
 </li>
 </ul>
 The Sr Team Member - Facilities (Technical and Soft Services) will be responsible for managing day-to-day operations related to soft services at Pune facility. The candidate will oversee R&amp;M , MIS , client visits, space management, vendor operations, audits, and ensure adherence to safety and compliance protocols. The role also includes coordination with cross-functional teams and leadership on administrative and infrastructure-related projects
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Facility &amp; R&amp;M
 </li>
 <li>
 Supervise space planning and office utilization
 </li>
 <li>
 Coordinate Facility Operations (FO) support and infrastructure maintenance
 </li>
 <li>
 Analyzing, monitoring, supervision, control on TFM partner
 </li>
 <li>
 Performance analysis TFM partner on R&amp;M perspective (Reviews all SLA/KPI scorecards )
 </li>
 <li>
 Analyzing, monitoring, supervision, control on R&amp;M Vendor, Commercial matter Coordination with TCL SCM for including SR, PR, obtaining vendor quotation, technical evaluation.
 </li>
 <li>
 Coordination with SCM on behalf of TCL Safety check, compliance, BU check of TFM on behalf of TCL Analyzing, monitoring, supervision, control on documentation maintain by TFM Analyzing, monitoring, supervision, control of R&amp;M operation at Dighi &amp; POP location Site visit at TCL POP location Arvi - R&amp;M. (Frequency will be set by TCL ) MIS &amp; Reporting - Generate daily/weekly/monthly MIS reports (e.g., water consumption, maintenance). Participate in regular facility review meetings. Prepare AOP and support data justification for procurement plans Validate BOQ shared by TFM, prepare estimate, plan &amp; modification &amp; float inquiry with vendor for TFM out of scope, prepare synopsis, approval, &amp; follow up with SCM for PO, technical evaluation , resolve query if any.
 </li>
 <li>
 Vendor Management- Validating Estimate, prepare synopsis, Processing SR to PO &amp; follow up with SCM for PO, resolve query if any, Validating Estimate, Execution of project with daily monitoring, Validate measurements, Quality, Invoice Processing and payment release with NDC Tracking, monitoring, supervision on all R&amp;M activities from ticket, review of ticket with TFM , approval Authorization of vendor invoice &amp; work completion certificate Tracking, monitoring, supervision on project (Project life cycle) ROW SPOC for Safety &amp; Compliance Checks.
 </li>
 <li>
 Tracking invoices for ROW location for timely payments
 </li>
 <li>
 Tracking implementation of 52-week Preventive Maintenance Calendar.
 </li>
 <li>
 Analysing, monitoring, supervision, control on sustainability &amp; Environment- Monthly MIS, water Saving project Supervision &amp; monitoring of operation of STP &amp; OWC Plant Audit &amp; Legal Compliance - Serve as auditee for internal and external audits ( Analysing, monitoring, supervision, control on Audit documentation - ISO45001, ISO 27001, TL 9000, ISO14001 Audits. ) Maintain statutory licenses and ensure 100% compliance (EOHS/Enforce Tool/Aparajita) Prepare and maintain necessary audit documentation.
 </li>
 <li>
 Tracking of all Capex and R&amp;M expenses to provide monthly analysis of Spend to Projection - Plan V/s Actual.
 </li>
 <li>
 Annual renewal of R&amp;M AMC &amp; ARC at Dighi
 </li>
 <li>
 Regular and consistent connect with TCL Key stakeholder to align with their objectives.
 </li>
 <li>
 Facility Round at Dighi to check the operational efficiency
 </li>
 <li>
 Collaborate with Sourcing manager on all supplier related performance and contract matters.
 </li>
 <li>
 Supporting in budgeting and monthly financial review and reporting where applicable.
 </li>
 <li>
 Collating of STT Monthly water Chargeback from all collocated sites at a Pan India Level.
 </li>
 <li>
 Ensuring effective implementation of company Health, Safety, and Environment policies, procedures, regulations, and objectives, liaising with government authorities such as MPCB and MIDC, and maintaining audit management documentation for ISO standards, reflecting a commitment to regulatory compliance and environmental sustainability including information security standards (ISO 27001), BCMS (ISO 22301), OH&amp;S (ISO 45001), EMS (ISO14001) &amp; QMS (ISO 9001).
 </li>
 <li>
 Compliance - Maintain and renew applicable licenses/permits, as per statutory / legal compliance for the campus, offices &amp; ensure service partners are compliant, to ensure 100% timely compliance as per the applicable laws/legislations. WSS Statuary Compliance MIS, SOP (Process documents) - Preparation, Review on quarterly basis.
 </li>
 <li>
 Responsible for Campus Horticulture Customer Experience &amp; Internal Collaboration - Ensure high levels of customer satisfaction through service excellence Collaborate with internal teams and leadership on office events and key initiatives Continuously monitor and improve service delivery metrics.
 
 
 </li>
 </ul>
 
 Key Skills Required:
 
 
 
 <ul>
 <li>
 Facility Management &amp; Administration
 </li>
 <li>
 Strong in Audit Management
 </li>
 <li>
 Vendor &amp; Staff Management
 </li>
 <li>
 Leadership &amp; People Development
 </li>
 <li>
 Safety &amp; Compliance Knowledge
 </li>
 <li>
 Project Execution &amp; Budgeting
 </li>
 <li>
 Excellent Communication &amp; Interpersonal Skills
 </li>
 <li>
 Proficiency in Facility Management Software
 </li>
 <li>
 MS Office, Autocad &amp; SAP is mandatory
 </li>
 </ul>
</div>

Sr. Team Member - Workplace support services

<div>
 
 The Global Transportation &amp; Warehousing Excellence Lead is mandated to create a step-change in cost, service, safety, resilience, and digital maturity across regions by embedding world-class standards, scalable platforms, and data-led decision making. You will operate as an enterprise-level orchestrator, influencing regional execution while owning global design, governance, and value realization.
 
 
 
 1. Logistics Centre of Excellence: Warehousing &amp; Transport Excellence
 
 
 <ul>
 <li>
 Establish, govern, and continuously evolve a clearly defined global Logistics Centre of Excellence covering both warehousing and transportation.
 </li>
 <li>
 Deliver global warehousing standards and playbooks that drive measurable improvements in productivity, safety, inventory accuracy, service reliability, and working capital performance.
 </li>
 <li>
 Define and embed transportation excellence frameworks across mode strategy, routing, carrier management, and execution discipline, delivering improved cost efficiency, service reliability, and risk resilience.
 </li>
 <li>
 Ensure consistent application of network, capacity, and operating principles across warehouses and transport flows, balancing cost, service, and resilience across regions.
 </li>
 </ul>
 
 2. S
 
 takeholder Management &amp; Enterprise Alignment
 
 
 <ul>
 <li>
 Build strong, trust-based alignment with regional logistics leaders, manufacturing, commercial, finance, procurement, and IT, ensuring enterprise priorities are embedded into regional execution.
 </li>
 <li>
 Define and operationalize clear decision rights, governance forums, and critical issue mechanisms between global, regional, and country teams for warehousing and transportation topics.
 </li>
 <li>
 Exercise effective enterprise level influence to drive adoption of logistics excellence standards and ways of working across diverse regions and operating models.
 </li>
 </ul>
 
 3.
 
 Digitalisation &amp; Data Led Logistics Performance
 
 
 <ul>
 <li>
 Own and deliver a coherent global logistics digital roadmap spanning warehousing and transportation, including WMS and TMS capabilities, control towers, and advanced analytics.
 </li>
 <li>
 Ensure that digital investments deliver measurable operational, financial, and service outcomes, rather than technology deployment alone.
 </li>
 <li>
 Enable enhanced end to end visibility, data transparency, and predictive insight across warehouse and transport operations, supporting faster decision making and more resilient execution.
 </li>
 </ul>
 
 4.
 
 Enterprise Value, Performance &amp; Continuous Improvement
 
 
 <ul>
 <li>
 Clearly articulate and quantify enterprise value outcomes across logistics cost, service, safety, resilience, working capital, and sustainability.
 </li>
 <li>
 Implement a global performance management framework using leading and lagging indicators across warehousing and transportation to drive accountability and continuous improvement.
 </li>
 <li>
 Position warehousing and transportation excellence as strategic enterprise capabilities within supply chain leadership and broader enterprise transformation forums.
 </li>
 </ul>
 
 
 
 
 
 
 Experience and Qualifications
 
 
 
 
 
 Required:
 
 
 <ol>
 <li>
 Proven ability to lead complex, global logistics transformations across multiple regions and maturity levels for transportation and warehousing.
 </li>
 <li>
 Strong strategic and tactical (1 year) judgement to balance cost, service, risk, and sustainability trade-offs.
 </li>
 <li>
 Strong understanding of TMS, WMS, Control Towers, and logistics digital platforms.
 </li>
 <li>
 Bachelor&rsquo;s degree or equivalent experience in Supply Chain, Logistics, Engineering, or a related field.
 </li>
 <li>
 Minimum 10 -15 years demonstrated ability in logistics or supply chain, including at least 5 years in a global or enterprise leadership role.
 </li>
 </ol>
 
 
 Desired:
 
 
 <ol>
 <li>
 Solid knowledge of global trade compliance, safety standards, and risk management.
 </li>
 <li>
 Proven experience influencing senior stakeholders and inspiring change without formal line authority.
 </li>
 <li>
 Prior experience working with global 3PLs, 4PLs, or freight forwarders would be an advantage.
 </li>
 </ol>
 
 
 
 Key Stakeholders
 
 
 
 <ol>
 <li>
 Global, regional, and country Supply Chain &amp; Logistics Leadership Teams.
 </li>
 <li>
 Procurement, Finance, and Digital teams.
 </li>
 <li>
 Network Optimization and Manufacturing partners.
 </li>
 <li>
 Strategic logistics service providers and carrier partners.
 </li>
 <li>
 Teams supporting global operations.
 </li>
 </ol>
 
 
</div>

Global Transportation & Warehousing Excellence Lead

Johnson & Johnson MedTech

<div>
 At Johnson &amp; Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.
 
 
 As guided by Our Credo, Johnson &amp; Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson &amp; Johnson, we respect the diversity and dignity of our employees and recognize their merit.
 
 
 
 Job Function
 
 
 
 Data Analytics &amp; Computational Sciences
 
 
 
 Job Sub Function
 
 
 
 Business Intelligence
 
 
 
 Job Category
 
 
 
 Professional
 
 
 
 All Job Posting Locations:
 
 
 
 Pune, Maharashtra, India
 
 
 
 Job Description
 
 
 
 
 Job Description- Sr. Analyst - Data &amp; Analytics
 
 
 
 We are seeking a highly motivated Sr Analyst to join our team of analytics experts in the MedTech Commercial Data &amp; Analytics team. The candidate will primarily work on shaping the data architecture, implement data engineering solutions and support data quality/management for global commercial data lake. This role is also responsible for operations and driving efficiencies. Candidate should be a strong team player and have a consultative approach to problem solving.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Engage and collaborate with business stakeholders to gather and analyze their requirements and translate them into technical specifications for data solutions.
 </li>
 <li>
 Design and construct effective and reliable data engineering solutions with end-to-end project responsibility by closely liaising with business analytics and visualization team
 </li>
 <li>
 Implement data quality checks and testing protocols to ensure the accuracy and reliability of data. Perform integration tests for data pipelines and frameworks, ensuring all elements are rigorously vetted prior to deployment
 </li>
 <li>
 Collaborate with data management teams to ensure right metadata management and data lineage
 </li>
 <li>
 Manage and own weekly, monthly and quarterly data operations activities with necessary due diligence; develop solutions to improve data quality
 </li>
 <li>
 Identify continuous improvement opportunities for the data solutions with focus on performance, scalability and maintainability
 </li>
 <li>
 Maintain high standards for insight generation, data quality, reporting, and timely project execution
 </li>
 <li>
 Communicate, at scale, through multiple mediums &ndash; presentations, dashboards, data-sets and more
 </li>
 <li>
 Maintain documentation on data architecture, solutions and processes
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 A Bachelors&rsquo; degree in computer science, engineering or equivalent is required
 </li>
 <li>
 5+ years working experience in any data engineering and analytics related roles
 </li>
 <li>
 5+ Years of advanced SQL skills
 </li>
 <li>
 2+ Years of Python development experience
 </li>
 <li>
 3+ years experience with Data Modeling
 </li>
 <li>
 Experience analyzing data to discover opportunities and address gaps independently.
 </li>
 <li>
 5+ years experience in custom ETL design, implementation and maintenance.
 </li>
 <li>
 Experience working with cloud platform (i.e. AWS, Azure, or similar)
 </li>
 <li>
 Experience with SQL performance tuning and E2E process optimization.
 </li>
 <li>
 Experience managing cloud infrastructures is preferred
 </li>
 <li>
 Exposure to data science landscape is a plus.
 </li>
 <li>
 Global experience a plus
 </li>
 <li>
 Proven ability to work collaboratively with colleagues across functional areas to deliver results
 </li>
 <li>
 Effective communication &amp; presentation skills. Growth mindset to learn across breadth and depth of technology stacks.
 
 
 </li>
 </ul>
 Johnson &amp; Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
 
 
 
 Required Skills
 
 
 
 
 Preferred Skills:
 
 
 
 Advanced Analytics, Analytical Reasoning, Business Behavior, Business Intelligence (BI), Cross-Functional Collaboration, Data Analysis, Data Integration, Data Modeling, Data Privacy Standards, Data Reporting, Detail-Oriented, Management Systems Implementation, Problem Solving, Process Oriented, Project Management, Statistical Analysis Systems (SAS) Programming, Workflow Analysis
</div>

Sr. Analyst - Data & Analytics

<div>
 
 The Logistics Export Analyst is responsible for coordinating and managing the end‑to‑end export process, ensuring compliance with international trade regulations, optimizing logistics operations, and supporting smooth shipment execution. This role involves close collaboration with freight forwarders, customs authorities, internal teams, and global customers to ensure timely and cost‑effective export movement of goods.
 
 
 
 
 
 Exp: Min 3 yrs of experience in export
 
 
 Ready to work in Global /India shifts
 
 
 Location: Kharadi, pune
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 1. Export Operations &amp; Documentation
 
 
 <ul>
 <li>
 Prepare, verify, and manage all export-related documentation such as commercial invoices, packing lists, bills of lading, COO, and shipping instructions.
 </li>
 <li>
 Ensure compliance with country‑specific export regulations, customs requirements, and trade policies.
 </li>
 <li>
 Coordinate booking with freight forwarders and carriers for sea, air, and road exports.
 </li>
 <li>
 Monitor documentation accuracy to avoid delays in customs clearance.
 </li>
 </ul>
 
 
 
 
 
 2. Shipment Coordination
 
 
 <ul>
 <li>
 Plan and schedule export shipments based on customer requirements and inventory readiness.
 </li>
 <li>
 Track shipments from dispatch to delivery and proactively manage any delays or exceptions.
 </li>
 <li>
 Coordinate with warehousing, production, sales, and finance teams to ensure shipment readiness.
 </li>
 <li>
 Optimize container loads and packaging to reduce logistics costs.
 </li>
 </ul>
 
 
 
 
 
 3. Compliance &amp; Trade Regulations
 
 
 <ul>
 <li>
 Ensure adherence to international trade laws (INCOTERMS, HS codes, export controls).
 </li>
 <li>
 Maintain records as per statutory, audit, and internal compliance requirements.
 </li>
 <li>
 Work with legal/compliance teams for restricted party screening and embargo country checks.
 </li>
 </ul>
 
 
 
 
 
 4. Data Analysis &amp; Reporting
 
 
 <ul>
 <li>
 Analyze export data to identify cost‑saving opportunities, lead‑time improvements, and process efficiencies.
 </li>
 <li>
 Prepare periodic reports on shipment status, freight costs, logistics KPIs, and vendor performance.
 </li>
 <li>
 Support budgeting and cost forecasting for export logistics.
 </li>
 </ul>
 
 
 
 
 
 5. Vendor &amp; Stakeholder Management
 
 
 <ul>
 <li>
 Liaise with freight forwarders, CHA, shipping lines, and transporters to negotiate freight rates and maintain service levels.
 </li>
 <li>
 Resolve shipment discrepancies, delays, damages, or documentation issues.
 </li>
 <li>
 Provide timely updates to internal stakeholders and customers regarding shipment status.
 </li>
 </ul>
 
 
</div>

Logistics Analyst

Sulzer

<div>
 
 
 Job Role - Data Center Engineer / Specialist
 
 
 
 
 
 
 
 Purpose of the Role
 
 
 
 The Data Center Engineer is responsible for ensuring stable, secure, and efficient operations across on-premises and cloud based infrastructure. This role combines server platform expertise, modern application hosting practices, and strong security awareness to support enterprise grade environments and global IT services. Premises and cloud based infrastructure. This role combines server platform expertise, modern application hosting practices, and strong security awareness to support enterprise grade environments and global IT services.
 
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 :
 
 
 
 Server &amp; OS Platform Management
 
 
 <ul>
 <li>
 Manage, configure, and troubleshoot
 
 Windows Server
 
 and
 
 Linux
 
 systems across virtualized and physical environments.
 </li>
 <li>
 Execute OS level changes, patching, lifecycle upgrades, and configuration adjustments following established Sops. Level changes, patching, lifecycle upgrades, and configuration adjustments following established SOPs.
 </li>
 <li>
 Monitor platform performance, capacity, and health to ensure stable datacenter operations.
 </li>
 </ul>
 
 
 Application Containerization &amp; Modern Hosting
 
 
 <ul>
 <li>
 Deploy, manage, and optimize containerized workloads using technologies such as Docker or Kubernetes.
 </li>
 <li>
 Collaborate with business application, development and infrastructure teams to migrate traditional applications into containerized or cloud-native environments.
 </li>
 <li>
 Ensure consistency of container images, registries, and runtime environments across platforms.
 </li>
 </ul>
 
 
 Cloud Architecture (Azure &amp; Google Cloud)
 
 
 <ul>
 <li>
 Support hybrid cloud architectures including
 
 Azure
 
 and
 
 Google Cloud Platform
 
 , ensuring alignment with organizational cloud strategy.
 </li>
 <li>
 Assist in cloud solution design covering networking, security, IAM, compute, storage, and monitoring.
 </li>
 <li>
 Participate in cloud migration initiatives and continuous improvement of cloud operations.
 </li>
 </ul>
 
 
 Vulnerability &amp; Security Management
 
 
 <ul>
 <li>
 Proactively identify, assess, and remediate vulnerabilities across servers, applications, and cloud environments.
 </li>
 <li>
 Work closely with Information Security to implement required hardening, baselines, and monitoring controls.
 </li>
 <li>
 Ensure server and service compliance with corporate security standards and audit requirements.
 </li>
 </ul>
 
 
 Operational Excellence &amp; Incident Handling
 
 
 <ul>
 <li>
 Provide L2/L3 support for escalated incidents and major operational issues in datacenter and cloud services.
 </li>
 <li>
 Participate in change management, maintenance windows, and service restoration activities.
 </li>
 <li>
 Maintain UpToDate documentation of configurations, architectures, SOPs, and operational guidelines.
 </li>
 </ul>
 
 
 Project &amp; Continuous Improvement Work
 
 
 <ul>
 <li>
 Contribute to infrastructure modernization, cloud programs, automation initiatives, and service optimization projects.
 </li>
 <li>
 Validate new deployments, upgrades, and architectural enhancements to ensure performance and compliance.
 </li>
 </ul>
 
 
 
 
 
 Required Skills &amp; Experience
 
 
 <ul>
 <li>
 5+ years of working experience in IT, preferably in the Data Center / Cloud Hosting area
 </li>
 <li>
 Strong hands-on experience with
 
 Windows Server
 
 and
 
 Linux
 
 system administration.
 </li>
 <li>
 Understanding of
 
 containerization technologies
 
 (Docker, Kubernetes, container registries).
 </li>
 <li>
 Working knowledge of
 
 Azure
 
 and
 
 Google Cloud
 
 architecture principles (networking, IAM, compute, deployment models).
 </li>
 <li>
 Familiarity with
 
 vulnerability scanning
 
 , remediation workflows, and security baselining.
 </li>
 <li>
 Experience with monitoring tools, server security tooling (e.g., MS Defender), and automation techniques (e.g., PowerShell, Terraform).
 </li>
 <li>
 Fluent in English (written and verbal)
 </li>
 </ul>
 
 
 
 
 
 Soft Skills
 
 
 <ul>
 <li>
 Analytical, proactive, and solution-oriented mindset. oriented mindset.
 </li>
 <li>
 Strong communication and ability to work collaboratively in global teams.
 </li>
 <li>
 Ability to act independently while supporting cross functional projects.
 </li>
 </ul>
 
 
</div>

Data Center Engineer / Specialist

Smith+Nephew

<div>
 
 Job Title -
 
 
 Global NPS Programme Manager &amp; Process Excellence Lead
 
 
 
 
 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 for role of
 
 Global NPS Programme Manager &amp; Process Excellence Lead
 
 will drive the successful execution of SN enterprise-wide Net Promoter Score (NPS) Operating System in partnership with the SNOS team and external vendor. This role will own governance, program tracking, insights deployment, and cross-functional alignment for the NPS programme while also acting as the global custodian of process documentation across Customer Care, Global Supply Chain, and Network Planning. Role ensures that customer insights and process redesign efforts translate into actionable value, supporting transformation, standardization, and AI-automation initiatives with robust, compliant, and scalable process frameworks.
 
 
 
 What will you be doing?
 
 
 
 <ul>
 <li>
 Serve as the day-to-day programme manager for the Global NPS Operating System. Ability to lead process discovery workshops across multiple geographies and cultures.
 </li>
 <li>
 Lead governance, programme cadence, timelines, risk management, and stakeholder communication. Strong understanding of end-to-end value streams.
 </li>
 <li>
 Hands-on experience in process mapping tools (e.g., Visio, Signavio, Celonis, ARIS).
 </li>
 <li>
 Familiarity with ERP and CRM platforms: SAP (ECC, IBP, APO) and Salesforce preferred.
 </li>
 <li>
 Strong grasp of compliance, internal controls, and audit frameworks. Demonstrated ability to design and roll out standardization frameworks across regions.
 </li>
 <li>
 Ability to engage senior stakeholders and act as a trusted advisor to global leadership. Partner with regional Customer Care, Commercial, and Marketing teams to support customer outreach lists, feedback loops, and follow-up actions.
 </li>
 <li>
 Experience working with or alongside automation/AI teams to translate processes into technology-enabled solutions
 </li>
 <li>
 Manage the relationship with the external consultant/vendor, ensuring survey readiness, output quality, SLA performance, and continuous improvement.
 </li>
 <li>
 Coordinate closely with SNOS to embed NPS Inner Loop, Outer Loop, problem-solving rituals, and customer feedback operating mechanisms. Produce and maintain NPS dashboards, monthly reporting packs, insights summaries, and executive readouts.
 </li>
 <li>
 Facilitate insight-to-action workshops, identifying customer themes, root causes, and improvement initiatives.
 </li>
 <li>
 Track execution of improvement actions and monitor their impact on customer experience outcomes.
 
 
 
 </li>
 </ul>
 
 What will you need to be successful?
 
 
 
 <ul>
 <li>
 Education: Bachelor&rsquo;s degree in engineering, Computer Science, Supply Chain, or Business.
 </li>
 <li>
 Master&rsquo;s degree (MBA/PGDM) in Operations, Supply Chain, or Transformation strongly preferred.
 </li>
 <li>
 Licenses/ Certifications: Lean Six Sigma Black Belt or equivalent advanced certification required.
 </li>
 <li>
 Project Management Certification (PMP, PRINCE2, or Agile/Scrum) desirable.
 </li>
 <li>
 Exposure to process mining tools (Celonis, Signavio, UiPath Process Mining) is a plus.
 </li>
 <li>
 Operating Mode: Work from office &ndash; Kharadi, Pune &ndash; 5 days in a week. Flexible to work in any shift.
 </li>
 <li>
 Experience:
 </li>
 <li>
 At least 8 years of experience in Process Excellence, Business Transformation, or Global Business Services (GBS).
 </li>
 <li>
 Proven track record of global process harmonization and transformation initiatives. Hands-on experience with SAP Order Management and Supply Chain Planning workflows.
 </li>
 <li>
 Exposure to digital transformation, RPA, and AI-driven process improvement.
 </li>
 <li>
 Strong experience in governance, compliance, and control frameworks. Exceptional analytical, problem-solving, and process design skills.
 </li>
 <li>
 Ability to design clear visual process maps and frameworks. Ability to take data sets and translate to data insights including ability to communicate insights effectively to C-level leadership.
 </li>
 <li>
 Strong stakeholder management and influencing capability across geographies. Ability to facilitate and communicate with impact. Demonstrated ability to influence outcomes in a global matrix environment.
 </li>
 <li>
 Growth mindset &mdash; curious, adaptable, and open to embedding AI as part of process redesign. Resiliency to persevere when faced with obstacles and challenges.
 </li>
 <li>
 Ability to prioritize and organize multiple tasks and maintain focus amidst interruptions.
 
 
 
 </li>
 </ul>
 
 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!
 
 
 
 <ul>
 <li>
 Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
 </li>
 <li>
 Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
 </li>
 <li>
 Your Wellbeing: Parents / Parents in Law&rsquo;s Insurance, Employee Assistance Program, Parental Leave.
 </li>
 <li>
 Flexibility: Hybrid Work Model (For most professional roles)
 </li>
 <li>
 Training: Hands-On, Team-Customized, Mentorship
 </li>
 <li>
 Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.
 
 
 
 </li>
 </ul>
 #YS1
 
 
 Stay connected by joining our Talent Community.
 
 
 We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
 
 
 Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into
 
 You. Unlimited.
 
 , life, culture, and benefits at S+N.
 
 
 Explore our website and learn more about our mission, our team, and the opportunities we offer.
</div>

Global NPS Programme Manager & Process Excellence Lead

Explore 87+ Sr customer service executive global service operations in Pune this March. Find roles across top companies and apply now to boost your career.