Job Description

Roles & Responsibilities

• Lead end-to-end operations across Sales, Customer Service, Procurement, Warehouse, and Technical Service functions, ensuring efficient, compliant, and customer-centric execution.
• Design, implement, and continuously improve operational processes, Standard Operating Procedures (SOPs), process maps, and workflow documentation across all business functions.
• Establish operational KPIs, dashboards, and performance measurement systems to monitor efficiency, service levels, cash flow, and customer satisfaction.
• Ensure ERP process compliance and seamless transaction flow across quotations, order management, procurement, inventory control, deliveries, invoicing, and after-sales support.
• Develop structured communication protocols and RACI (Responsible, Accountable, Consulted, Informed) frameworks to improve cross-functional coordination, accountability, and issue resolution.
• Implement customer-centric operational processes to enhance response times, order accuracy, on-time delivery, complaint resolution, and overall service quality.
• Lead continuous improvement initiatives utilizing Lean, Six Sigma, Root Cause Analysis (RCA), Corrective and Preventive Action (CAPA), and other operational excellence methodologies.
• Develop inventory planning and replenishment strategies while improving warehouse efficiency, inventory accuracy, stock visibility, and audit readiness.
• Establish governance frameworks for Technical Service Operations, including repair management, calibration, warranty tracking, service scheduling, and documentation control.
• Develop operational frameworks for value-added production, assembly, product customization, and process-controlled manufacturing activities.
• Standardize Quality Assurance processes, inspection protocols, and operational risk mitigation practices in line with ISO standards and customer requirements.
• Collaborate with IT and digital teams to enhance ERP functionality, workflow automation, reporting capabilities, and business intelligence dashboards.
• Implement document control systems, approval matrices, escalation workflows, and operational compliance procedures covering SOPs, contracts, and regulatory submissions.
• Develop operational readiness frameworks to support customer experience initiatives, technical demonstration facilities, experience centres, and specialized service hubs.
• Drive vendor performance management, procurement coordination, and supply chain optimization, focusing on cost efficiency, lead times, and service-level adherence.
• Develop Service Level Agreements (SLAs), operational scorecards, and performance review mechanisms for both internal teams and external partners.
• Lead change management initiatives to ensure the successful adoption of new systems, tools, and processes while fostering a culture of operational excellence, accountability, and continuous improvement.

Desired Candidate Profile

• 10–12+ years of progressive experience in Operations Management within Industrial Distribution, Engineering Products, MRO, Technical Services, Manufacturing, or Industrial Solutions.
• Proven track record in leading large-scale operational improvements, ERP-driven business process transformation, and establishing operational governance frameworks.
• Strong understanding of MIS, workflow automation, transaction controls, and system-based reporting.
• In-depth knowledge of inventory management, procurement operations, warehouse optimization, end-to-end supply chain processes, Technical Service Operations, and customer support management.
• Practical experience in SOP development, KPI management, operational governance, cross-functional leadership, Lean, Six Sigma, Kaizen, Business Process Improvement (BPI), process mapping, and continuous improvement, with exposure to ISO-based quality systems, audits, and compliance frameworks.
• Excellent analytical, problem-solving, and data-driven decision-making skills, supported by strong leadership, stakeholder management, and communication capabilities, with a demonstrated ability to build scalable operational systems that support business growth and regional expansion.