Lead CCM - MH West

Responsibilities & Key Deliverables

As Lead CCM for MH West within the Farm Division at Mahindra & Mahindra Ltd, you will play a pivotal role in driving operational excellence and continuous improvement across customer care processes. Your key responsibilities will encompass designing and implementing robust systems to guarantee first-time-right service delivery while strategically managing processes to eliminate production losses. Collaborating closely with Quality Assurance and Product Development (PDRDS) teams is essential to ensure that customer feedback and product insights are effectively incorporated into existing and forthcoming products, enhancing overall customer satisfaction and product performance.

You will also steer the successful rollout and execution of new initiatives, ensuring their effective adoption and measurable success metrics. Cultivating a forward-looking team culture, you will coach and mentor subordinates to develop their capabilities, preparing them to lead organizational growth and transformation in alignment with Mahindra's strategic vision. Engagement with cross-functional teams and stakeholders will be key to fostering an environment of innovation, accountability, and process discipline.

• Develop, monitor, and optimise customer care and production processes to uphold high service standards and prevent losses
• Collaborate with Quality and Product Development teams to integrate customer feedback into product enhancement cycles
• Lead and track implementation of new service initiatives ensuring timely and successful outcomes
• Drive a high-performance team culture through mentoring, training, and leadership development programs
• Analyse operational data to identify improvement opportunities and recommend corrective actions
• Engage with stakeholders across the business to align customer care strategies with broader organisational goals
• Champion continuous improvement methodologies to embed quality and efficiency in daily operations

Preferred Industries

Education Qualification

B.E/B.Tech - Agricultural Engineering

General Experience

Extensive experience in customer care, product management, and process improvement within the automotive or agricultural machinery sectors is highly desirable. The role demands a proven track record of successfully managing service delivery and production operations, with a focus on achieving quality and efficiency targets. Hands-on experience working in a cross-functional environment that includes Quality, Product Development, and Supply Chain teams will be critical to driving coordinated customer care initiatives.

Demonstrated expertise in deploying system-level improvements and ensuring first-time-right service outcomes reinforces the capability to handle operational complexities. Strong interpersonal and leadership skills are needed to collaborate across various levels of the organisation and influence positive change. Experience with project management and lean methodologies will add value to improving and sustaining operational performance.

• Minimum 7-10 years of progressive experience in customer care operations, production planning, or related roles within automotive, farm equipment, or manufacturing industries
• Proven success in process management, service initiatives implementation, and cross-functional collaboration
• Experience interfacing with quality and product development teams to incorporate customer feedback into product cycles
• Comfortable with data-driven decision-making and utilisation of process improvement frameworks such as Six Sigma
• Demonstrated ability to lead, mentor, and build effective teams in dynamic environments

Critical Experience

The candidate must possess critical experience that aligns with strategic business orientation and leadership within a customer-centric organisation. This includes in-depth knowledge and application of Mahindra's leadership competencies such as strategic foresight, business perspective, and sustainability focus. A strong orientation towards innovation-led transformation and execution excellence is necessary to drive change within the Farm Division.

Expertise in system development, conflict management, and talent acquisition will contribute significantly to developing high-performing teams and managing stakeholder relationships. Experience in integrating sustainability considerations into business strategies and fostering a global mindset will support the division's long-term growth and community impact.

• Demonstrated strategic business orientation with the ability to anticipate market trends and leverage business opportunities effectively
• Hands-on leadership experience in driving sustainability initiatives encompassing frugal innovation and stakeholder engagement
• Proven innovation leadership acting as a catalyst for change and managing risk with responsibility
• Balanced focus on customer satisfaction, service orientation, and delight by closely monitoring feedback mechanisms
• Strong proficiency in project management ensuring accountability, agility, and quality delivery
• Excellence in leveraging human capital through team development, appreciating diversity, and fostering entrepreneurial engagement
• Experience weaving passion and energy into workplace culture, embracing learning from failures and promoting collaborative dynamics

System Generated Core Skills

System Generated Secondary Skills