Senior Consultant - Process Excellence and Project Management in Global Customer Care

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 Sr. Consultant (PEX)- Global Customer Care. If you're eager to be part of a dynamic environment that fosters growth and collaboration, look no further. This role is a detailed blend of Process Excellence, PMO, and Transition Leadership, focusing on driving operational efficiency, customer-centric transformation, and successful project execution. One who has a proven background in Lean, Six Sigma, Gemba, and Kaizen methodologies, along with expertise in Project Management (PMP), Value Stream Mapping, and Transition Management. Let's craft the future together!

What will you be doing?

Process Excellence and Continuous Improvement –

• Drive Lean, Six Sigma, and Kaizen initiatives to enhance operational efficiency.

• Lead Value Stream Mapping exercises to identify process inefficiencies and drive optimization.

• Cultivate a culture of continuous improvement within the team.

• Identify and standardize standard methodologies across regions, supporting European, APAC and Americas markets.

Transition Leadership:

• Lead end-to-end transitions for new projects and process migrations, ensuring seamless execution.

• Act as the voice to leadership, providing insights and updates on transition progress, risks, and mitigation strategies.

• Align with global teams to ensure smooth knowledge transfer and process stabilization.

Project Management & Strategic Initiatives:

• Use PMP methodologies to plan, implement, and supervise projects, ensuring timely delivery and alignment to objectives.

• Support critical Customer Experience (NPS & CSAT) projects, driving actionable insights and improvements.

• Collaborate and handle external vendors, ensuring quality service delivery and accountability.

Partner and Vendor Management:

• Build strong relationships with internal partners and external vendors to align on expectations and work you're doing.

• Influence and engage senior collaborators by providing data-driven recommendations and solutions.

Operational Excellence & Governance:

• Facilitate Governance (MBR’s, QBR’s) and monitor key performance indicators (KPIs) to suggest and drive improvements in service levels and operational metrics.

• Ensure compliance with Global customer care and supply chain standards.

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, Lean, Six Sigma, Gemba, and Kaizen methodologies.

• Validated experience in PMO/ Project management (PMP preferred), driving initiatives from concept to execution. Ability to Lead Transitions, ensuring detailed process migration and stabilization.

• Expertise in Value Stream Mapping to drive operational improvements. Lead multiple customers and influence decision-making at leadership levels.

• Strong analytical approach 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.

• Superb communication, collaboration, and relationship building and collaborator engagement skills.

• 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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Experience Level

Senior Level