Aramex

1 week ago

D&T Manager Customer Services Express - Business Process Engineer (Pune, IN)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead end-to-end process discovery and redesign for customer service workflows supporting express time-definite shipments and courier operations. Drive continuous improvement across booking, pickup, track-and-trace, exceptions, COD, returns, and complaints/claims handling by using Lean/Six Sigma methodologies, standardizing SOPs across countries, and defining process KPIs and governance. Partner with Contact Centre/CCaaS, CRM, Operations, and Digital teams to redesign customer journeys and translate process needs into automation requirements.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Industrial, Process & Manufacturing Engineering

Seniority: Manager level

Key Responsibilities

•Lead end-to-end process discovery, mapping, and analysis for Customer Services Express workflows (booking, pickup, track-and-trace, exceptions/delays, COD, returns, complaints/handling).
•Use data-driven analysis (Voice of Customer, NPS/CSAT, call drivers, SLA breach data) to find root causes and translate findings into actionable improvement plans.
•Design, pilot, and roll out standardized SOPs, workflows, and process controls across multiple countries/stations while accommodating local nuances.
•Lead cross-functional and cross-geography process improvement projects using Lean/Six Sigma DMAIC and Kaizen events, managing governance, timelines, and stakeholder communication.
•Partner with Contact Centre/CCaaS, CRM, and Operations teams to redesign customer interaction journeys and define/track process KPIs and control plans to sustain improvements.

Key Requirements

•Bachelor’s degree in Industrial Engineering, Business Administration, Supply Chain, Logistics or related field (Master’s preferred).
•Minimum 10 years’ experience in business process engineering, continuous improvement, or operational excellence.
•Six Sigma Green Belt certification required (Six Sigma Black Belt strongly preferred).
•Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
•Proficiency with reporting/BI tools (Excel, Power BI, Tableau or similar) and strong process mapping/BPM skills (BPMN, Visio, Signavio, ARIS or similar).

Experience:10+ yearsLogisticsExpress/courierFreight forwardingSupply chain

Education:Bachelor's in Industrial Engineering, Business Administration, Supply Chain, Logistics (or related field)

Skills:AdaptabilityResilienceCoachingCommunication skillsChange management

Certifications:Six Sigma Green BeltSix Sigma Black BeltLean/KaizenPMP

Tech Stack:ExcelPower BITableauBPMNVisioSignavioARISRPAWorkflow automationSelf-serviceAIChatbotCCaaSCRMTicketingCase management

Company Brief

Aramex

Global logistics and transportation provider offering international and domestic express, freight forwarding, warehousing, and e‑commerce fulfilment services across 600+ cities and 70+ countries.

Industry: Logistics

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1982

Glassdoor: 3.2

Website LinkedIn Glassdoor

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Aramex

1 week ago

D&T Manager Customer Services Express - Business Process Engineer (Pune, IN)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Industrial, Process & Manufacturing Engineering

Seniority: Manager level

Key Responsibilities

•Lead end-to-end process discovery, mapping, and analysis for Customer Services Express workflows (booking, pickup, track-and-trace, exceptions/delays, COD, returns, complaints/handling).
•Use data-driven analysis (Voice of Customer, NPS/CSAT, call drivers, SLA breach data) to find root causes and translate findings into actionable improvement plans.
•Design, pilot, and roll out standardized SOPs, workflows, and process controls across multiple countries/stations while accommodating local nuances.
•Lead cross-functional and cross-geography process improvement projects using Lean/Six Sigma DMAIC and Kaizen events, managing governance, timelines, and stakeholder communication.
•Partner with Contact Centre/CCaaS, CRM, and Operations teams to redesign customer interaction journeys and define/track process KPIs and control plans to sustain improvements.

Key Requirements

•Bachelor’s degree in Industrial Engineering, Business Administration, Supply Chain, Logistics or related field (Master’s preferred).
•Minimum 10 years’ experience in business process engineering, continuous improvement, or operational excellence.
•Six Sigma Green Belt certification required (Six Sigma Black Belt strongly preferred).
•Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
•Proficiency with reporting/BI tools (Excel, Power BI, Tableau or similar) and strong process mapping/BPM skills (BPMN, Visio, Signavio, ARIS or similar).

Experience:10+ yearsLogisticsExpress/courierFreight forwardingSupply chain

Education:Bachelor's in Industrial Engineering, Business Administration, Supply Chain, Logistics (or related field)

Skills:AdaptabilityResilienceCoachingCommunication skillsChange management

Certifications:Six Sigma Green BeltSix Sigma Black BeltLean/KaizenPMP

Tech Stack:ExcelPower BITableauBPMNVisioSignavioARISRPAWorkflow automationSelf-serviceAIChatbotCCaaSCRMTicketingCase management

Company Brief

Aramex

Global logistics and transportation provider offering international and domestic express, freight forwarding, warehousing, and e‑commerce fulfilment services across 600+ cities and 70+ countries.

Industry: Logistics

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1982

Glassdoor: 3.2

Website LinkedIn Glassdoor