Global Nps Programme Manager & Process Excellence Lead
Smith & Nephew
Kharadi, Pune, India
Hybrid
Global nps operating system management
Process documentation custodian
Customer insights and process redesign
Serve as the day-to-day programme manager for the Global NPS Operating System, owning governance, program tracking, insights deployment, and cross-functional alignment
Job Summary
Serve as the day-to-day programme manager for the Global NPS Operating System, owning governance, program tracking, insights deployment, and cross-functional alignment.
Act as the global custodian of process documentation across Customer Care, Global Supply Chain, and Network Planning, ensuring customer insights translate into actionable value.
Partner with regional teams to support customer outreach, feedback loops, and follow-up actions, while managing external vendor relationships and coordinating with SNOS.
Matching Summary
Serve as the day-to-day programme manager for the Global NPS Operating System, owning governance, program tracking, insights deployment, and cross-functional alignment.
Skills & Requirements
Must-have
Global NPS Operating System management
Process documentation custodian
Customer insights and process redesign
AI-automation initiatives
Process mapping tools experience
SAP and Salesforce familiarity
Compliance, internal controls, and audit frameworks
Senior stakeholder engagement
Nice-to-have
Growth mindset and curiosity
Resiliency and perseverance
Prioritization and organization skills
Adaptability to AI integration
Key Requirements
Bachelor’s degree in engineering, Computer Science, Supply Chain, or Business
At least 8 years of experience in Process Excellence, Business Transformation, or GBS
Lean Six Sigma Black Belt or equivalent advanced certification
Proven track record of global process harmonization and transformation
Hands-on experience with SAP Order Management and Supply Chain Planning workflows