We are seeking a dynamic and experienced individual to join our Commercial Operations team in Manesar. This role is critical to driving end-to-end process management , ensuring customer satisfaction and spearheading innovation and transformation projects across EMEA & India operations.

This role blends strategic process oversight with hands-on operational involvement , requiring robust collaboration across teams, a deep understanding of system and workflow optimization, and the ability to deliver measurable outcomes. The successful candidate will bring a strong analytical mindset , demonstrated project leadership, and the ability to influence stakeholders across various levels and geographies.

The ideal candidate will not only oversee daily operational performance but will lead continuous improvement efforts , foster cross-functional innovation , and champion quality excellence throughout the organization.

Key Responsibilities:

- Oversee and manage daily operational activities with a focus on achieving production targets , quality metrics, and customer satisfaction.
- Lead process improvement initiatives using Lean, Kaizen, or Six Sigma methodologies to drive efficiency and cost optimization.
- Manage SAP ECC and CRM project activities, including designing test cases, coordinating user acceptance testing (UAT), and ensuring smooth implementation of system upgrades and process changes.
- Lead SOP creation and standardization related to SAP ECC and CRM processes,



ensuring that system users are well supported with clear guidelines and best practices.
- Drive customer feedback (Customer Experience) analysis and lead action planning for enhanced service delivery.
- Collaborate with cross-functional teams and global stakeholders to ensure successful project execution and alignment with strategic goals.
- Ensure Quality Management System (QMS) compliance and audit preparedness (SOX and external audits), including managing RCA/CAPA and maintaining documentation controls.
- Present project progress, business cases, and insights to senior leadership through data-driven storytelling and reporting.
- Lead the resolution of customer escalations , partnering with global teams to tackle complex operational issues.
- Mentor and guide team members while promoting a positive, collaborative, and performance-oriented team culture .
- Own and manage specific sub-processes end-to-end , providing support for daily operations as required.
- Support people engagement initiatives by tracking daily performance, offering coaching, and facilitating feedback sessions.
- Work closely with managers and team supervisors to address team learning needs, performance gaps, and development opportunities.
- Foster a strong culture of accountability, collaboration, and innovation .
- Support Web Billing operations , including end-to-end process optimization and customer portal registration .

📌 Process Excellence Lead (Gurugram)
🏢 Agilent Technologies
📍 Gurugram