Job Description

Role Overview
We are looking for a high-impact Operations Excellence Manager (B2B) who will drive end-to-end operational efficiency, strengthen post-order experience, and institutionalize process excellence across General Trade (GT), Modern Trade (MT), and E-commerce channels for our private brands business.
This is a cross-functional leadership role that focuses on building scalable systems, improving service levels, reducing leakages (returns/damages), and enabling smooth collaboration between supply chain, logistics, commercial, and business teams.
Key Responsibilities
1. Returns Control & Loss Reduction
Lead the entire returns lifecycle for GT, MT & E-com -- covering damages,
expiries, wrong dispatch, and customer refusals.
Develop robust dashboards & review mechanisms to track returns by channel, region, and root cause.
Drive systemic fixes in collaboration with supply, logistics, packaging, and business teams to minimize return percentages.
Own strategies for RTV (Return to Vendor), liquidation, and inventory recovery to reduce financial leakage.
2. Customer Experience Excellence (B2B Post-Order)
Act as the central owner for distributor & retailer experience post order dispatch -- ensuring SLAs are met for deliveries, damage claims, billing accuracy, and expiry handling.
Establish clear resolution SLAs & escalation protocols in collaboration with
logistics and supply teams.
Monitor complaint trends, drive root-cause analysis, and implement corrective
actions to prevent recurrence.
Work with business teams to enhance partner NPS and improve reliability of service delivery.
3. Process Excellence & Continuous Improvement
Identify operational gaps across the order-to-cash value chain and institutionalize best practices through SOPs and control mechanisms.
Lead automation & digitization initiatives to streamline returns, CX, and billing
workflows, in collaboration with Tech and Data teams.
Build data-backed recommendations to improve cost efficiency, speed, and service levels.
Partner with cross-functional teams to drive strategic projects that build long-term operational capability.
4. Cross-Functional Leadership & Governance
Run structured reviews & war-room discussions to track operational KPIs, SLA adherence, and issue closure.
Act as a bridge between supply chain, sales, logistics, finance, and tech teams to enable fast problem solving and strong execution.
Create visibility to leadership through regular dashboards, RCA summaries, and
improvement charters.
Drive a culture of accountability and continuous improvement across teams.
Key Skills & Qualifications
4-7 years of experience in supply chain operations, CX, returns management, or
process excellence, ideally in FMCG, CPG, or E-commerce.
Strong analytical and problem-solving ability; hands-on with Excel/Sheets and
dashboards (Tableau, Power BI, Looker, etc.).
Solid understanding of B2B order-to-cash cycles including billing, dispatch,
logistics, and partner management.
Excellent communication and stakeholder management skills to work with business, ops, and tech teams.
Demonstrated success in driving cross-functional projects and operational
transformation.
Why This Role Matters
Direct impact on cost savings through return reduction.
Key driver of customer satisfaction and operational reliability.
Strategic enabler for scalable systems and process maturity.
High visibility with leadership -- core pillar for business growth during scale-up.

Skills Required