Havells India Ltd
Website:
havells.com
Job details:
Role Overview
We are seeking a seasoned Digitisation & Automation Leader to drive end-to-end transformation across customer service, field service, and call centre operations. The role will lead initiatives across GenAI, RPA, and process re-engineering, with a focus on improving efficiency, customer experience, and scalability.
The incumbent will reimagine service operating models and build future-ready digital capabilities aligned with evolving consumer expectations. This role reports to the Head – Service Excellence and works closely with Service, IT, E-commerce, Marketing, and partners.
Key Responsibilities
- Lead the Service Digitisation & Automation CoE across service operations.
- Define and execute digitisation strategy, roadmap, and governance framework.
- Identify service gaps, inefficiencies, and automation opportunities across call centre and field operations.
- Drive end-to-end process re-engineering covering complaint lifecycle, field execution, spare logistics, and escalations.
- Translate business needs into scalable solutions using GenAI, RPA, and workflow platforms.
- Own the full lifecycle of automation programs—from ideation to deployment and value realisation.
- Conduct process discovery, standardisation, and optimisation prior to automation.
- Lead cross-functional collaboration with Service, IT, Data, and Digital teams.
- Implement solutions across GenAI (bots, agent assist), RPA, mobility tools, omnichannel platforms, OCR, and APIs.
- Establish standards, governance, and best practices for automation delivery.
- Prioritise initiatives based on customer impact and business value.
- Drive change management, adoption, and training across field and call centre teams.
- Evaluate emerging technologies and build a future-ready service ecosystem.
- Mentor teams and build digital and automation capabilities.
Required Skills
- Strong expertise in service digitisation, GenAI, RPA, and automation.
- Deep understanding of call centre, field service, and customer lifecycle.
- Proven capability in process re-engineering and CX improvement.
- Strong ability to bridge business and technology teams.
- Experience in automation strategy, CoE setup, and governance.
- Knowledge of CRM (Microsoft D365), contact centre platforms, field service tools, GenAI, NLP, OCR, and integrations.
- Strong stakeholder management, program execution, and change leadership.
- Analytical and outcome-driven mindset.
Experience Required
- 18+ years in Customer Service, Automation, or Digital Transformation.
- Proven leadership in service transformation (call centre + field).
- Experience in leading automation/digitisation programs or CoE.
Click on Apply to know more.