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Regional Process Owner IMEA Customer Service OTC
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Customer Service Call Centre
💰 Salary Not shared
📊 Market ₹150,000–₹250,000/mo (₹1,800,000–₹3,000,000/yr)
About the Company
About this Position: Own and optimize the regional OTC and Customer Service processes and systems by driving standardization, compliance, automation, digital transformation, system stability, performance improvement, and implementation of global best practices to enhance customer experience and operational excellence
Responsibilities
- ● Own the regional OTC and Customer Service process and system landscape and drive continuous improvement
- ● Partner with IT and application support teams to ensure stable and efficient system operations
- ● Ensure process standardization, efficiency, and compliance across the region
- ● Lead process transformation initiatives, automation and digital projects
- ● Define and monitor performance metrics to improve customer experience and operational excellence
- ● Partner with global process owners to implement best practices, processes, and application landscape
- ● Minimum 5+ years of proven experience in Customer Service / OTC processes in a global business environment
- ● Strong understanding of SAP ERP system, preferably SAP ECC and/or SAP S/4HANA
- ● Experience with CRM and Customer Service platforms such as Salesforce Service Cloud
- ● Proven knowledge of process automation, workflow solutions, reporting, and analytics tools
- ● Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- ● Diverse national and international growth opportunities
- ● Globally wellbeing standards with health and preventive care programs
- ● Gender-neutral parental leave for a minimum of 8 weeks
- ● Employee Share Plan with voluntary investment and Henkel matching shares
- ● Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
- ● Competitive accident and term life policies for up to 3 times annual gross salary
- ● Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children
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