Job description:

Purpose of the Job
The Business Process Engineer – Customer Services Express is accountable for analyzing, redesigning and continuously improving the end-to-end customer service processes that support the Express (time-definite shipments and courier) business, spanning operations, order capture, track-and-trace, exception management, complaints/claims handling, and Contact Centre operations.
The role partners closely with Customer Services, Operations, D&T; and Network teams across multiple geographies to identify inefficiencies, standardize best-practice workflows, and lead structured process improvement initiatives that enhance customer experience, reduce cost-to-serve, and improve service-level performance for the Express product line.
Operating at Manager level, the incumbent is expected to independently scope, lead and deliver process improvement projects using structured methodologies (e.g. Lean, Six Sigma), with minimal supervision, and to influence stakeholders at multiple levels across different countries and business units.
Job Description




Lead end-to-end process discovery, mapping and analysis (as-is / to-be) for Customer Services Express workflows including booking, pickup, track & trace, exception/delay management, COD, returns and complaints handling.
Independently identify root causes of process inefficiency, service failure and customer dissatisfaction using data-driven analysis (Voice of Customer, NPS/CSAT, call drivers, SLA breach data) and translate findings into actionable improvement plans.
Design, pilot and roll out standardized Standard Operating Procedures (SOPs), workflows and process controls across multiple countries/stations, ensuring consistency while accommodating local regulatory and operational nuances.
Lead cross-functional and cross-geography process improvement projects (Lean/Six Sigma DMAIC, Kaizen events) from charter through to perks realization, managing project governance, timelines, and stakeholder communi

📌 D&T Manager Customer Services Express (Pune)
🏢 Aramex
📍 Pune