Business Process Excellence Manager- Service to Customer-1

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. 

Further information at ZEISS India.

Position Summary

The Business Process Excellence Manager – Service to Customer plays a crucial role in leading the transformation of ZEISS's service and customer interaction processes within the SAP S/4HANA framework. This strategic position focuses on enhancing the efficiency and effectiveness of all customer-related processes, from order management to returns and claims, ensuring a seamless and high-quality customer service experience.

Responsibilities:

• Workstream Ownership: Lead the S2C workstream across design, deployment, and sustain phases for global S2C processes.
• Process Analysis & Design: Identify inefficiencies, gather business requirements, and conduct “Fit to Standard” workshops. Develop AS-IS & TO-BE process maps leveraging SAP S/4HANA capabilities.
• Solution Design & Requirement Analysis: Identify process gaps, document requirements, and translate them into functional designs. Manage dependencies with P2P, L2C, and other streams.
• Leadership and Strategic Planning: Lead external consulting support within your workstream. Regularly engage with fellow workstream leads for best practice sharing and integration into related processes or systems such as CRM. Develop and implement strategic plans that align with ZEISS’s broader business goals.
• Communication and Change Management: Communicate effectively with all levels of the organization to promote the transformation agenda. Manage change proactively by engaging stakeholders and facilitating adaptation to new processes and systems.

Required Knowledge & Experience

• Bachelor’s/Master’s degree in Business Administration, Commerce, Marketing, Sales or a related field.
• Minimum of 8 years experience:
  • as a key user or a Business user in Order to cash domain with special focus on Customer service process
  • OR
  • managing projects focused on business process excellence, particularly within SAP ERP transformations in Sales, Service, and Distribution.
• Experience in SAP S4 HANA SD (Sales & Distribution) as a Process expert is good to have
• Proficiency in Service to Customer processes like-
  • Spare parts sales
  • Returns
  • Inhouse repair
  • Intercompany & Cross Company
  • Invoicing
  • Salesforce Integration for Dispatching, monitoring & field service executive Order Processing
• Expertise in the necessary tools like- Signavio, JIRA, SAP
• Exceptional leadership and strategic thinking skills
• Strong interpersonal and communication skills, capable of working with diverse teams and influencing leadership.

Your ZEISS Recruiting Team: