Deputy Manager-Strategy, Organisation & Transformation

Overview

Deputy Manager role in Strategy, Organisation & Transformation covering customer satisfaction, market research, ESG and sustainability ratings, business excellence, and management systems and certifications.

What you'll do

• Manage the voice of the customer program, implementing and analysing transactional and annual surveys to drive process improvement and enhance overall customer experience.
• Design and promote seamless customer journeys.
• Facilitate resolution of escalated customer support requests or complaints and collaborate with teams to ensure positive customer outcomes.
• Collect and analyse data on consumers and the marketplace via surveys, internal data analysis and market research, and provide insights and recommendations for strategic initiatives.
• Identify and analyse companies and agencies for strategic partnerships, and liaise with them for day-to-day deliverables and overall management.
• Participate in the development and implementation of the company's ESG strategy.
• Collaborate with internal teams for ESG reporting, including data collection, material metrics, and consolidating information requests.
• Coordinate submissions and improvement plans for ESG and sustainability assessments, including EcoVadis and ISO 14001.
• Work with cross-functional teams to identify opportunities for improving ESG scores and certification outcomes.
• Monitor ESG performance metrics, develop action plans, and prepare management reports for leadership review.
• Support deployment and monitoring of the Management by Objectives (MBO) framework, ensuring alignment between corporate, departmental, and individual goals.
• Coordinate periodic objective-setting, KPI reviews, and performance tracking to drive strategic execution and accountability.
• Develop and maintain business performance dashboards and scorecards to support leadership decision-making.
• Facilitate continuous improvement initiatives using structured problem-solving and process excellence methodologies.
• Support the implementation, maintenance, and continual improvement of the Integrated Management System (IMS).
• Coordinate internal and external audits and ensure compliance with relevant management system requirements.
• Drive certification readiness, surveillance audits, and recertification activities for ISO 9001, ISO 27001, and ISO 14001, where applicable.
• Track corrective and preventive actions (CAPA) arising from audits and ensure timely closure.

What you'll need

• Bachelor's degree in Business, Engineering, Operations, Finance, or related field.
• Strong research and analytical skills.
• Mathematical and statistical knowledge.
• Good knowledge and understanding of ESG.
• Deep understanding of customer service, customer experience, customer success, and customer operations.
• Strategic mindset.
• Good interpersonal, written and verbal communication.
• Ability to liaise with stakeholders from diverse backgrounds and establish credibility and strong relationships with senior stakeholders.
• Proficient with MS Excel, PowerPoint, Power BI, etc.
• Collaborative and open-minded.
• Strong focus on delighting customers.

Nice to have

• MBA in Finance/Business Analytics.
• Certified Quality Professional.
• LEAN Certified.

Details

• Full-time, Mumbai.