Regional Process Owner IMEA Customer Service OTC

Henkel; Karnataka; Hybrid; INR 1,600,000 - 2,200,000; Full time

Benefits offered by this job

Flexible work scheme with flexible hrs

Hybrid work model

Work from anywhere up to 30 days/yr

Growth opportunities (national & intl)

Job summary

Henkel in India (Karnataka) is looking for a seasoned Lead to own and optimize regional OTC and Customer Service processes and systems, driving standardization, automation, and digital transformation to enhance customer experience and operational excellence.

You will partner with IT, SAP and CRM platforms, lead transformation initiatives, monitor performance metrics, and collaborate with global process owners to implement best practices across the application landscape.

Qualifications

• 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

CRM platforms knowledge

Process improvement mindset

Global business experience

Tools

SAP ECC / SAP S/4HANA

Salesforce Service Cloud

Job description

About this Position:

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.