CX Inventory Lead

Job Title: Inventory Lead

Experience Level: 8+ Years

Department: Client Experience

Location: Chennai, India

Shift: 2nd Shift 2:30PM IST to 11:30PM IST (During Transition).

Post transition 1st Shift 9:00 AM IST to 6:00 PM IST

Role Overview

The Inventory Lead is responsible for end-to-end ownership of inventory management for large-scale print and mail operations within an offshore delivery model. This leadership role focuses on strategic planning, operational excellence, governance, and stakeholder management to ensure uninterrupted production and mailing services. The individual will drive inventory optimization, cost efficiency, and process transformation while leading a team of analysts and collaborating with global stakeholders.

Key Responsibilities

Inventory Strategy & Leadership

Define and execute inventory management strategy aligned with business objectives and client SLAs

Establish optimal stocking policies for print and mail consumables (paper, envelopes, inserts, ink/toner, labels, etc.)

Drive inventory optimization initiatives to balance service levels, working capital, and risk mitigation

Lead planning for peak volumes, seasonal spikes, and critical client programs

Operational Oversight

Ensure end-to-end inventory availability to support high-volume print and mail production schedules

Oversee inventory tracking across multiple locations, warehouses, and production sites

Proactively identify and mitigate risks related to stockouts, excess inventory, and supply disruptions

Ensure adherence to SLAs, turnaround times, and quality standards

Advanced Analytics & Decision Support

Leverage data analytics to drive forecasting accuracy, consumption planning, and cost optimization

Review and validate dashboards, reports, and KPIs prepared by the team

Conduct scenario planning and capacity analysis to support business decisions

Present insights and recommendations to senior stakeholders and clients

Demand Planning & Supply Coordination

Oversee demand forecasting and replenishment planning based on historical data and client projections

Collaborate with procurement and vendor management teams for strategic sourcing and timely supply

Manage supplier performance, lead times, and escalation handling

Governance, Compliance & Risk Management

Establish and enforce inventory control policies, SOPs, and audit frameworks

Ensure compliance with regulatory, data security, and client-specific requirements (especially for sensitive mail operations)

Lead internal and external audits, ensuring high standards of inventory accuracy and traceability

Implement risk management frameworks for business continuity

Process Excellence & Transformation

Drive continuous improvement initiatives using Lean / Six Sigma methodologies

Identify opportunities for automation, digital transformation, and system enhancements

Lead ERP/WMS optimization and integration initiatives

Standardize processes across locations and teams

Stakeholder Management (OnshoreOffshore Model)

Act as the primary offshore point of contact for onshore clients and leadership

Ensure alignment on inventory strategy, reporting, and operational priorities

Manage escalations and provide timely resolutions

Build strong relationships with cross-functional teams (production, logistics, finance, procurement)

Team Leadership & Development

Lead, mentor, and manage a team of inventory analysts and senior analysts

Set performance goals, conduct reviews, and drive capability development

Ensure high levels of team productivity, accuracy, and engagement

Promote a culture of accountability, continuous learning, and operational excellence

Required Qualifications

Bachelors degree in supply chain, Logistics, Business Administration, Commerce, or related field (Masters degree preferred)

8+ years of experience in inventory management, with significant exposure to print, mail, manufacturing, or high-volume operations

Proven experience in leading teams within an offshore/onshore delivery model

Advanced proficiency in Microsoft Excel and strong analytical capabilities

Hands-on experience with ERP/WMS systems (SAP, Oracle, NetSuite, or similar)

Strong understanding of inventory planning, forecasting, and optimization methodologies

Preferred Qualifications

Experience in print and mail operations or transactional document processing environments

Certification in Supply Chain Management (e.g., APICS CPIM/CSCP, Six Sigma)

Proficiency in Power BI, Tableau, or similar data visualization tools

Knowledge of SQL, Python, or advanced analytics tools

Experience in process transformation and automation initiatives

Key Skills & Competencies

Strategic thinking and decision-making

Leadership and team management

Advanced analytical and problem-solving skills

Strong stakeholder and client management

Excellent communication and presentation skills

Process improvement and change management

Ability to operate in a high-pressure, SLA-driven environment