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DGM - Customer Service Transformation Lead

Ascent Human Solutions Pvt. Ltd..
  • Mohali
  • 14-15 years
  • 28 Dec 2022
  • Full time

Job Description

Drive Transformation Programs
Be accountable for and drive end-to-end process transformation initiatives, evaluating & proposing solutions related to the process transformation, new-age technologies, service locations, RPA opportunities; process performance management, with a focus on reducing process costs, increasing efficiency, and maximizing investment returns
Drive identification & implementation of target state solutions; key benefits; business case & implementation charter
Identify potential areas of risk and work alongside key partners to develop mitigation actions, thereby ensuring successful achievement of business outcomes
Engage with business leadership / legal / IT / Tax to gain buy-in for various transformation initiatives being implemented for the business
Create and own the design of detailed integrated plans for the end-to-end transformation project including transition to Company; automation; operating model change etc.
Design & manage governance program as per company Transformation guidelines with all stakeholders
Define savings tracks for each of the initiatives and drive realization of the same as defined in the business case
Drive creation & implementation of the Global Process Design to ensure services conducted by the company are clearly delineated, and that regional intricacies affiliated with specific processes are documented and socialized with the overall company organization
Team Management
Guide / Mentor teams to be able to own projects independently with minimal supervision required
Enable teams (including third party consultants) to engage & successfully complete projects assigned to them
Identify growth / learning charters for the team and mentor them to be ready to take higher responsibilities /
complex programs
Collaboration & Governance
Work with other project managers to share learnings / opportunities to improve
Work with company Centers / Regional / Global Teams to troubleshoot any pain areas

  • Category:FMCG / Foods / Beverage
  • Job Nature:Full time
  • Functional Area:Other
  • Salary Range:3500000-5000000
  • Employment Type:permanent
  • Job Role:Other


  • UG Qualification: B.Tech/B.E. In Other
  • PG Qualification: MBA/PGDM In Other
  • Doctorate/Ph.D: Doctorate Not RequiredDoctorate Not Required In Test Doctorate Specialisation

Desired Candidate Profile

14+ years of work experience in a similar role preferably in Agribusiness / FMCG industry
Proven track record of driving process transformation in Customer Service; Sales Support; Order Management & other related processes; exposure to Salesforce & Enosix would be a key differentiator
Minimum Education Qualification – CA / ICWA / MBA / Engineering Graduate
Additional experience with Project Management / Lean / Six Sigma / PMO certification will be a plus

Company Profile

Ascent Human Solution (P) Limited is a 20 years old leading HR company in India offering end-to-end Human Resources Management Services and have been serving its clients include MNCs and Big Indian Corporate.

  • Company Name: Ascent Human Solutions Pvt. Ltd..
  • Company Website:
  • Job Contact Person: Reetu
  • Job Contact Number: 8447755152
  • Email:

Job Keywords

  • Order Management
  • Customer Service
  • Sales Support
  • Team Management



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