Regional Process Owner IMEA Customer Service OTC

Henkel GCC; Bengaluru; Hybrid; INR 2,800,000 - 4,200,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work model

Work from anywhere up to 30 days/year

Employee Share Plan

Group Medical Insurance

Parental leave

Wellbeing programs

Job summary

Henkel GCC in Bengaluru seeks a Regional Process Owner IMEA Customer Service OTC to own and optimize regional OTC and CS processes and systems, driving standardization, automation, digital transformation, and ongoing improvement to enhance customer experience and operational excellence.

In this role you will own the process landscape, partner with IT and application support, ensure compliance, define KPIs, and lead transformation initiatives while working with global peers to implement best

Qualifications

• Minimum 5+ years of proven experience in Customer Service / OTC processes in a global business environment.
• Strong understanding of SAP ERP system, preferably SAP ECC and/or SAP S/4HANA.
• Experience with CRM and Customer Service platforms such as Salesforce Service Cloud.
• Proven knowledge of process automation, workflow solutions, reporting, and analytics tools.

Responsibilities

• Own the regional OTC and Customer Service process and system landscape and drive continuous improvement.
• Partner with IT and application support teams to ensure stable and efficient system operations.
• Ensure process standardization, efficiency, and compliance across the region.
• Lead process transformation initiatives, automation and digital projects.
• Define and monitor performance metrics to improve customer experience and operational excellence.
• Partner with global process owners to implement best practices, processes, and application landscape.

Skills

Customer service processes

Process optimization

Automation

Digital transformation

Stakeholder management

Tools

SAP ECC

SAP S/4HANA

Salesforce Service Cloud

Job description

Regional Process Owner IMEA Customer Service OTC

Own and optimize the regional OTC and Customer Service processes and systems by driving standardization, compliance, automation, digital transformation, system stability, performance improvement, and implementation of global best practices to enhance customer experience and operational excellence

What you'll do:

• Own the regional OTC and Customer Service process and system landscape and drive continuous improvement
• Partner with IT and application support teams to ensure stable and efficient system operations
• Ensure process standardization, efficiency, and compliance across the region
• Lead process transformation initiatives, automation and digital projects
• Define and monitor performance metrics to improve customer experience and operational excellence
• Partner with global process owners to implement best practices, processes, and application landscape

What makes you good fit:

• Minimum 5+ years of proven experience in Customer Service / OTC processes in a global business environment
• Strong understanding of SAP ERP system, preferably SAP ECC and/or SAP S/4HANA
• Experience with CRM and Customer Service platforms such as Salesforce Service Cloud
• Proven knowledge of process automation, workflow solutions, reporting, and analytics tools

Some perks of joining Henkel:

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
• Competitive accident and term life policies for up to 3 times annual gross salary
• Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.

JOB ID:req88394

Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application

How is work at Henkel

About Henkel

Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.

The job offer is written in English - should I write my application in English as well?

Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the 'rule' is: please write the application in the same language as the job ad.

Do I get feedback during the application process about the state of my application?

Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.

Can employees move between business areas and/or to a different country?

Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our "Triple Two" philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.