1 Job Purpose To implement customer centric culture in all downstream plants by Standardizing complaint handling process in entire downstream business including plant marketing logistics finance and IT Facilitating plants in timely closure of complaints through data-oriented problem solving and decision making process Driving the RCA to prevent the recurrence of issues and MOC to sustain the gain Initiate improvement projects focusing on quality improvement with cross-function co-ordination and develop competency Improving customer satisfaction score through interaction with external and internal customers and analyzing bottoms up NPS survey and taking actions on that action Organizing Workshops Training Process summits and monthly review calls for enabling cross function learning Developing systems Digital for quality management and MIS data for downstream quality Key Result Areas Accountabilities Key Result Areas Accountabilities Supporting Actions Complaint handling SOP standardization and implementation Standardization of process for all the plants marketing and logistic function Implementation of SOP across all functions and providing specific guidance Development of customer grievance management systems across downstream plant Reduction in complaint closing time Guiding plant in timely disposition of complaints Reviewing with plant marketing team for timely sales return advise Reviewing with plant including logistics and accounts team for timely pickup credit note generation Monitoring and publishing of the Key KPI s related to customer satisfaction Drive Root cause analysis Review and Guide plant team in improving CAPA quality Auditing plant for regular implementation of action plan Getting the customer feedback through tech rep team to seek feedback and monitor the sustenance Conduct training on Root cause analysis 8D methodology for competency development and driving culture of continuous improvement Mentoring 6 sigma projects Progress monitoring and support for CI project Generate MIS for Downstream Quality Gather weekly and monthly quality data Prepare quality performance report Developing MIS monthly basis for downstream plants Reviewing the performance through various weekly monthly call for downstream plants Organizing Workshops Trainings Summits and monthly call Planning Monthly calls and process summits by coordinating with various stakeholders Coordinate for cross plants function sharing through monthly calls and process summits Ensure MOM and action plan are implemented System implementation Standardization and Developing systems Digital for quality management for LPA MOC NC etc Develop Dashboard for monitoring the Quality KPI s

📌 Lead Customer Centricity (Maharashtra)
🏢 Aditya Birla Group
📍 Maharashtra