Consultant – Global Customer Care

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Consultant - Global Customer Care. This role is a strategic blend of Process Excellence, PMO, Transition Leadership, and Governance, focused on driving operational efficiency, customer-centric transformation, disciplined execution across global markets. One who has proven background in Lean, Six Sigma, Gemba, Kaizen, PMP-based Project Management, Value Stream Mapping, Transition Management, Operating Model governance, with a proven ability to influence stakeholders and drive sustainable change. Let's craft the future together!

What will you be doing?

Process Excellence and Continuous Improvement –

• Drive Lean, Six Sigma, Kaizen and Gemba initiatives to improve efficiency, quality, and customer outcomes.
• Lead Value Stream Mapping exercises to identify waste, bottlenecks, and improvement opportunities.
• Identify, standardize, and scale best practices across Europe, APAC, and Americas.
• Foster and embed a strong continuous improvement culture within Global Customer Care operations.
• Translate improvement initiatives into measurable outcomes aligned to business and customer KPIs.

Transition Leadership & Change Management:

• Lead end-to-end process transitions and migrations, ensuring smooth execution, minimal disruption, and rapid stabilization.
• Own transition governance including risk assessment, mitigation planning, and readiness validation.
• Act as a single point of contact and voice of transitions to leadership, providing structured updates on progress, risks, and outcomes.
• Partner with global teams to ensure effective knowledge transfer, documentation, and post-transition support.

Project Management & Strategic Initiatives:

• Apply PMP methodologies to plan, execute, track, and close projects on time and within scope.
• Lead and support strategic Customer Experience initiatives (NPS, CSAT), converting insights into actionable improvements.
• Manage interdependencies across initiatives and ensure alignment with broader Global Customer Care strategy.
• Collaborate with and manage external vendors, ensuring delivery against SLAs, quality standards, and contractual commitments.

SOP Governance, Audits & Compliance

• Own and drive SOP audits, reviews, and periodic validations to ensure process adherence and standardization.
• Ensure SOPs are current, compliant, and effectively embedded within operations.
• Identify gaps through audits and reviews and lead corrective and preventive actions (CAPAs).
• Partner with site leadership to ensure audit readiness and sustained compliance.

Operational Excellence, KPIs & Governance

• Monitor, analyse, and maintain Site KPIs, ensuring performance trends are visible and improvement actions are driven.
• Facilitate and govern MBRs, QBRs, and operational reviews, providing clear insights and recommendations.
• Drive improvements in service levels, productivity, quality, and customer satisfaction metrics.
• Ensure alignment with Global Customer Care and Supply Chain standards.

Smith & Nephew Operating System (SNOS) Enablement

• Lead and drive the adoption of the Smith & Nephew Operating System (SNOS) across the site.
• Ensure Tier 0 to Tier 3 reporting is embedded, consistently followed, and effective.
• Conduct regular SNOS audits to validate compliance at both team and site levels.
• Coach leaders and teams on SNOS principles, behaviours, and cadence to build operational maturity.
• Ensure the site remains audit-compliant and aligned to SNOS expectations.

Stakeholder & Vendor Management

• Build strong partnerships with internal stakeholders and senior leadership to align priorities and outcomes.
• Influence decision-making through data-driven insights and structured problem-solving.
• Ensure vendor accountability, performance tracking, and continuous improvement.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field in Manufacturing/Service industry.
• Experience: Minimum 5 to 10 years of relevant experience in Process excellence, PMO, transformation and Transition.
• Strong expertise in Process Excellence, Lean, Six Sigma, Gemba, and Kaizen methodologies.
• Proven experience in PMO/project management (PMP preferred), driving initiatives from concept to execution.
• Ability to lead transitions, ensuring seamless process migration and stabilization.
• Expertise in Value Stream Mapping to drive operational improvements.
• Ability to manage multiple stakeholders and influence decision-making at leadership levels.
• Strong analytical mindset with an eye for detail and a passion for driving data-backed improvements.
• Self-starter with the ability to work independently and demand accountability from vendors.
• Experience in working across global teams and diverse time zones.
• This Role demands working 5 days working from Office – No Hybrid Model Available.
• Working from Office for all 5 days (Monday to Friday)- Kharadi, Pune.
• Shift Timings - US shift (5:30 PM to 2:30 AM IST). Flexibility to work in any shift as required.

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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