As Lead CCM for MH West within the Farm Division at Mahindra & Mahindra Ltd, you will play a pivotal role in driving operational excellence and continuous improvement across customer care processes. Your key responsibilities will encompass designing and implementing robust systems to guarantee first-time-right service delivery while strategically managing processes to eliminate production losses. Collaborating closely with Quality Assurance and Product Development (PDRDS) teams is essential to ensure that customer feedback and product insights are effectively incorporated into existing and forthcoming products, enhancing overall customer satisfaction and product performance.
You will also steer the successful rollout and execution of current initiatives, ensuring their effective adoption and measurable success metrics. Cultivating a forward-looking team culture, you will coach and mentor subordinates to develop their capabilities, preparing them to lead organizational growth and transformation in alignment with Mahindra's strategic vision.
Engagement with cross-functional teams and stakeholders will be key to fostering an environment of innovation, accountability, and process discipline.
• Develop, monitor, and optimise customer care and production processes to uphold high service standards and prevent losses
• Collaborate with Quality and Product Development teams to integrate customer feedback into product enhancement cycles
• Lead and track implementation of new service initiatives ensuring timely and successful outcomes
• Drive a high-performance team culture through mentoring, training, and leadership development programs
• Analyse operational data to identify improvement opportunities and recommend corrective actions
• Engage with stakeholders across the business to align customer care strategies with broader organisational goals
• Champion continuous improvement methodologies to embed quality and efficiency in daily operations
📌 Lead CCM (Pune)
🏢 Mahindra and Mahindra
📍 Pune
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.