Manager - Supply Chain Management

Overview

Lead a team within European Order Management / Back-Office Customer Service from GCC India, with accountability for service delivery, people leadership, process discipline and operational performance across the assigned country-aligned scope.

What you'll do

• Lead day-to-day order management / back-office customer service operations for the assigned team within GCC India.
• Manage analysts delivering services across an assigned country-aligned scope, ensuring continuity, service quality and operational discipline.
• Own team performance across key service metrics including timeliness, quality, productivity, controls, customer experience and service reliability.
• Manage escalations, root cause resolution, service recovery and issue follow-up in line with defined governance and KHMS ways of working.
• Translate functional priorities into clear direction, workload focus and execution discipline for the team.
• Lead, coach and performance manage analysts, creating accountability for results and behaviours.
• Drive standardisation and consistent process execution, and identify opportunities to simplify ways of working and improve service outcomes.
• Partner with Customer Service, Supply Chain, Trade to Cash, DMO and other relevant stakeholders to resolve operational issues and improve end-to-end service delivery.
• Build strong working relationships with internal stakeholders and service partners, ensuring GBS customer needs are understood and addressed with pace and professionalism.
• Support continuous improvement initiatives, including process changes, automation opportunities, transitions and new ways of working where relevant.
• Ensure appropriate control awareness, process compliance and disciplined use of reporting to manage team performance.

What you'll need

• Experience in order management, customer service, shared services, supply chain operations, or a related business services environment.
• Demonstrated people leadership experience, including performance management and team development.
• Proven ability to manage service delivery in a transactional or operational environment.
• Strong customer service orientation, with the ability to balance external customer experience and internal stakeholder expectations.
• Ability to manage operational issues, escalations and competing priorities in a structured way.
• Strong stakeholder management capability across functions, geographies and levels.
• Process improvement mindset, with the ability to identify standardisation and simplification opportunities.
• Strong analytical and problem-solving capability, with comfort using data to manage priorities and performance.
• Experience working with ERP-enabled transactional processes and service performance reporting.

Details

• Location: Ahmedabad - Venus Stratum GCC.
• Reports to: Senior Manager, European Order Management / Back-Office Customer Service.
• Proposed band: B13.
• Scope covers one or more country-aligned teams, with analysts reporting into the position.