GBS/GCC Customer Experience Manager (APAC)

Hi,

Hope you are doing well.

I have the open position below with our company, please find and let me know if you are interested.

GBS Customer Experience Manager, APAC

Location: Bangalore: Onsite

Job Type: Permanent

Exp: 10-17 Years

Must have experience in Setting-up GCC/GBS, O2C, People Management, Transition & Transformation (Domain: BPO/Customer Service is plus)

Job Description

The Manager, Customer Experience & Material Planning, APAC will lead two critical Centres of Excellence Customer Service (Order Management) and Material Planning driving operational excellence, cross-functional collaboration, and customer satisfaction across the APAC region.

This role is responsible for ensuring seamless end-to-end order fulfilment, from demand planning and inventory readiness to order booking, delivery, billing, and post-surgery replenishment.

The Manager will partner closely with regional Commercial Operations, Supply Chain, Marketing, Finance, QA/RA, and in-market teams to deliver exceptional customer service, optimize inventory, and support business growth through efficient supply and demand management.

Principal Duties and Responsibilities

1. Operational Excellence & Service Delivery

Lead and oversee the Order Management and Customer Experience team across APAC, ensuring achievement of KPIs and service excellence standards.

Ensure surgery cases are opened/booked timely, Customer Service teams record product usage accurately (correct part numbers and batch info), and orders are processed promptly.

Oversee Material Planning functions, ensuring accurate demand forecasting, stock replenishment, and inventory readiness to support service levels.

Ensure timely and accurate billing in line with purchase terms to minimize revenue leakage and invoicing delays.

Coordinate with warehouse, logistics, and planning teams to ensure all top-ups, transfers, and replenishments are completed promptly post-surgery.

Review and align safety stock levels, product lifecycle planning, and new product introductions to support commercial launches.

2. Demand, Supply & Inventory Management

Lead and mentor Material Planners to ensure effective collaboration between Sales, Marketing, Manufacturing, and Vendors.

Drive the S&OP (Sales & Operations Planning) process to align demand and supply plans regionally.

Review and monitor each country's forecast vs. actual usage, working with Product Managers and Demand Planners to improve forecast accuracy.

Oversee the control and analysis of inventory to reduce obsolescence (E&O) while maintaining service continuity.

Collaborate with Marketing and Sales on new product launches, rationalizations, and safety stock settings in SAP/SMS systems.

Partner with regional and global supply chain teams to resolve supply constraints and communicate risks proactively.

3. Process Improvement & Digital Transformation

Continuously improve customer service and material planning processes, emphasizing proactive communication, root-cause resolution, and data-driven decision-making.

Promote and drive customer adoption of EDI, automation, and digital tools to achieve Perfect Order and supply visibility standards.

Implement standardized planning and order management KPIs to drive performance consistency and efficiency across markets.

Lead or participate in regional improvement initiatives focused on inventory accuracy, order lead time, and process automation.

4. Cross-Functional Collaboration

Partner with in-market Customer Service, Commercial Operations, Marketing, Finance, QA/RA, and Supply Chain teams to ensure seamless order-to-delivery execution.

Collaborate with Finance on payment collection, billing disputes, and working capital optimization.

Work closely with Manufacturing and Regional Supply Chain to ensure balanced production planning and stock allocation.

Coordinate with Warehouse and Distribution teams to maintain stock integrity, accurate documentation, and post-surgery replenishment.

5. Leadership & People Development

Lead, develop, and motivate a diverse, high-performing team across Customer Experience and Material Planning functions.

Foster a customer-first and results-oriented culture, emphasizing collaboration, accountability, and service excellence.

Build talent pipelines through coaching, succession planning, and skills development across functions.

Recognize and reward performance while encouraging continuous learning and process innovation.

Expected Areas of Competence (Knowledge, Skills, and Abilities)

Leadership & Management: 810 years of progressive experience in Customer Service, Material Planning, or Commercial Operations, with at least 35 years in a people leadership role (regional experience preferred).

Industry Knowledge: Experience in healthcare, medical devices, or pharmaceuticals preferred.

Customer & Supply Focus:Ability to balance customer satisfaction with inventory and operational efficiency.

Process Improvement: Skilled in Lean/Six Sigma and continuous improvement methods; experienced in driving EDI and ERP process automation.

Analytical & Decision-Making Skills: Proficient in data analysis, KPI management, and problem-solving to support informed business decisions.

Communication & Collaboration: Excellent interpersonal and cross-functional collaboration skills in a matrix organization.

Cross-Cultural Competence: Ability to lead diverse teams and manage multiple markets across APAC.

Stress Tolerance & Adaptability: Demonstrates calm, organized, and effective performance under time pressure or ambiguity.

Education and Experience Requirements

Bachelor's degree in business, Supply Chain, or related discipline; Master's preferred.

Minimum 810 years of experience in Customer Service, Order Management, Supply Chain, or Material Planning, with at least 3 years in a regional leadership role.

Experience in regulated industries (Medical Devices / Pharmaceuticals) preferred.

Strong system knowledge: SAP, Salesforce, EDI, or equivalent ERP tools.

Proven ability to lead teams across countries and drive performance improvement through collaboration and innovation.

Travel Requirements

Regional travel across APAC up to 2030%, depending on business needs.

Key Performance Indicators (KPIs)

Order Accuracy & Timeliness

Billing Accuracy & Revenue Compliance

Inventory Accuracy & E&O Reduction

Forecast Accuracy & Service Level

Payment Collection / DSO Improvement

EDI Adoption & Automation Rate

Customer Satisfaction (CSAT / NPS)

Team Engagement & Retention

Thanks & Regards

Bhawesh Kaushik

E: [Confidential Information]

C: 922 040 6619