Job Title: Customer Serv Ops Rep
Work Location: Gurugram, India
Employment Program: Regular
About the Role:
Strong expertise in Order-to-Cash (Q2C) processes, with comprehensive knowledge of end-to-end process management, ERP systems, and operational workflows. Responsible for analyzing data, generating actionable insights, and identifying opportunities for process improvements and value creation. Ensures efficient transaction processing while consistently meeting SLA commitments for turnaround time (TAT) and accuracy. Collaborates with functions to drive operational excellence, customer satisfaction, and continuous process optimization.
Key Responsibilities:
A key driver for fixing issues that arise in the standard workflow of the processes
Design new process workflows for project needs, working with cross-functional teams
Identify, drive, and close productivity gain opportunities within existing workflows
Support acquisition projects for mapping the processes of acquired businesses to current process workflows and backlog orders migration
Identify and drive enhancements for the processes and tools used
Work on emerging new analytical tools with strong proficiency in establishing trends from datasets
Conduct regular partner calls to track and report progress
Drive quality methodologies for supported processes through self-initiated ideas and collaboration
Conduct regular audits of processes
Drive cross-functional projects with minimal guidance
Qualifications & Requirements:
Basic Qualifications: Bachelor's degree in Business Administration, Operations, or Commerce; 6-8 years of experience in Quote-to-Cash processes (e.g., Management, Billing, or related business operations); substantial experience in project management and cross-functional coordination.
Desired Qualifications: Certification in Lean, Six Sigma Green Belt, or PMP; experience in project transitions, change management, and operational excellence programs; understanding of compliance, audit, risk management, SOX controls, and business case development.
