Hi,

We are having an opening for Customer Services Express Business Process Engineer- Pune

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.

Working Days: Monday - Friday

Job timing: 10 to 7 pm IST

PositionCustomer Services Express Business Process Engineer-QualificationBachelors degree in Industrial Engineering, Business Administration, Supply Chain, Logistics or a related field (Masters degree an advantage).Number of post1Office LocationPune kharadiJob TypeFull Time GenderMale/FemaleSalaryAs per company norms.Previous Work ExperienceMinimum 10 yearsInterview Process2-3 Technical Round , 1 Assessment testRoles & Responsibilities

- 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 benefits realization, managing project governance, timelines, and stakeholder communication.




- Partner with Contact Centre / CCaaS, CRM and Operations teams to redesign customer interaction journeys, reduce average handling time, first-contact-resolution gaps, and repeat- contact drivers.
- Define and track process KPIs and control plans (SLA adherence, cost-per-transaction, defect/error rates, customer effort score) and institute governance to sustain improvements post-implementation.
- Act as change agent, driving adoption of new processes and tools with front-line and operations teams; manage resistance to change through structured change management and stakeholder engagement plans.
- Collaborate with Digital & Technology teams to translate process requirements into system and automation requirements (RPA, workflow automation, self-service, AI/chatbot deflection) that support process simplification.
- Benchmark Express customer service processes against industry best practice and competitor/courier standards, recommending innovations to maintain competitive service levels.
- Build process improvement capability within the business by coaching operations managers and team leads on Lean/Six Sigma tools and a continuous improvement mindset.
- Prepare and present business cases, project status updates and impact reports to senior management and regional leadership.
- Ensure all redesigned processes remain compliant with relevant customs, data privacy and regulatory requirements across the geographies served.

Education &Certification;
- Bachelors degree in Industrial Engineering, Business Administration, Supply Chain, Logistics or a related field (Master's degree an advantage).
- Minimum 10 years &overall; experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles.
- Six Sigma Green Belt certification required; Six Sigma Black Belt strongly preferred.
- Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
- PMP or equivalent project management certification is a plus.
- Comfortable working with large datasets and reporting/BI tools (Excel, Power BI, Tableau or similar) to derive insight.
- Strong process mapping and BPM capability (e.g. BPMN, Visio, Signavio,



ARIS or similar).
- Solid understanding of Express/courier operations, service level frameworks, and the end-to- end customer service lifecycle
- Prior experience within the logistics, express/courier, freight forwarding or broader supply chain industry is essential.
- Demonstrated experience leading process improvement initiatives independently and end-to- end, including in Customer Service / Contact Centre environments.
- Proven experience leading projects across multiple countries/regions and working with geographically dispersed, cross-functional stakeholders.
- Experience working with Customer Service systems such as CRM, CCaaS/contact center platforms, ticketing and case management tools is highly desirable.

Skills
- Strong analytical and data skills, comfortable working with large datasets and reporting/BI tools (Excel, Power BI, Tableau or similar) to derive insight.
- Solid understanding of Express/courier operations, service level frameworks, and the end-to- end customer service lifecycle.
- Strong change management, facilitation and stakeholder management skills, with the ability to influence without direct authority across cultures and geographies.
- Excellent communication and executive presentation skills; able to translate complex process data into clear business narratives.
- Working knowledge of automation/digital enablement (RPA, workflow tools, AI-enabled customer service) and how these support process redesign.
- Fluency in English required; additional regional languages an advantage given multi- geography scope.
- Strategic Thinking
- Analytical Thinking
- Data Management
- Problem Solving
- Communication Skills
- Cross-Cultural Collaboration
- Stakeholder Management
- Influencing Skills.
- Customer Centric
- Data analysis
- Resilience
- Adaptability
- Coaching
- Capability Building Skills
- Continuous Improvement
- Change Management

Key Performance Indicators (KPIs)
- Reduction in cost-to-serve / cost-per-transaction for Customer Services Express processes.
- Improvement in SLA adherence, first-contact-resolution and average handling time.
- Customer satisfaction (CSAT/NPS) and complaint volume improvement following process interventions.
- Number and value of process improvement projects delivered on time, on scope and with realised perks.
- Percentage of Express stations/geographies operating on standardized SOPs.
- Process improvement capability uplift within operations teams (training/coaching delivered).

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📌 Customer Services Express Business Process Engineer Pune
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