The DEFOA Process
AFO will serve as the end-to-end owner of DEFOA case management within AFO, acting as the primary point of contact for customers and internal stakeholders. This role is designed to address current DEFOA process inefficiencies, improve customer experience, reduce turnaround time (TAT), and drive consistent, scalable execution across product lines (PLs) and regions.

The role will work closely with the CI (Continuous Improvement) team and cross-functional partners to stabilize current operations while identifying and implementing process enhancements for long-term impact.

Key Responsibilities
Own and manage end-to-end DEFOA cases within AFO, ensuring timely, accurate, and customer-focused resolution
Experience in Customer facing calling and interaction with multiple stakeholders
Act as the single point of contact (POC) for customers and all internal stakeholders, including Sales, Finance, CI, Supply Chain, PLs, and regional teams
Experience in designing and developing processes and flows from scratch.




Drive clarity of ownership and decision-making in an workplace with historically unclear RACI and multiple stakeholders
Coordinate cross-functional activities to resolve blockers, manage dependencies, and escalate issues as required
Partner with the CI team to map the current-state DEFOA process across PLs and regions
Identify process inefficiencies, inconsistencies, bottlenecks, and rework loops contributing to long resolution TATs
Recommend, pilot, and implement practical, low-cost, high-impact process improvements
Help standardize ways of working while balancing regional and PL-specific needs
Establish basic governance, tracking, and reporting for DEFOA volumes, aging, root causes, and performance metrics
Provide regular status updates, insights, and improvement recommendations to AFO leadership and key stakeholders
Support change enablement by building momentum from AFO manager workshops and facilitating adoption of im

📌 Business Process Representative Gurugram
🏢 Agilent Technologies (International)
📍 Gurugram