Lead - Distribution, Logistics & Customer Care Operations - India & South Asia
Takeda · Mumbai
Job Description
About the role:
- Deliver a Unique Customer Experience through a Self-driving, Agile, Compliant and Regionally differentiated distribution E2E network guided by our commitment to the Patients, People and Planet
- Lead the end-to-end execution of Distribution & Logistics and Customer Care operations across the cluster, ensuring reliable product availability, superior customer experience, regulatory compliance and business continuity.
- Develop a high-performing organization and foster strategic partnerships with Business Units and enabling functions to drive standardization, digitalization, productivity, sustainable business growth, effective risk management, successful launches and continuous improvement of cluster operations
How you will contribute:
- Lead end-to-end cluster Distribution & Logistics operations, including warehousing, transportation, inventory management, import/export, customs and trade compliance, controlled substances, samples distribution, and 3PL/4PL performance management.
- Lead Customer Care and Order-to-Bill operations, including customer onboarding, licensing and permit management, order management, strategic allocation, order approval and release, claims and returns, billing readiness and customer issue resolution.
- Ensure compliant execution of revenue recognition, billing, credit note, accounts receivable and cash collection processes in partnership with Finance, Tax and Commercial stakeholders.
- Define cluster priorities, governance, operating rhythms and lead tiered performance management processes to drive service, quality, compliance, cost and customer experience outcomes.
- Provide leadership and direction to the Distribution & Logistics and Customer Care organizations, ensuring clear accountabilities, capability development and consistent execution across all countries within the cluster.
- Ensure operational readiness for product launches, portfolio changes, network transformations, partner transitions and new customer, distributor or country onboarding.
- Drive effective management of inventory, master data (logistics, customer and sales), product availability and operational controls to ensure accurate and compliant execution.
- Lead the resolution of significant operational issues, deviations, CAPAs and cross-functional escalations, partnering with Business Units, Quality, Finance, Regulatory, Procurement, Tax, Legal and DD&T.
- Lead risk management, business continuity, compliance and audit readiness activities, ensuring adherence to GDP, customs, trade and internal control requirements.
- Drive processes standardization, harmonization, digital enablement, sustainability and productivity initiatives to continuously improve performance and cost efficiency across the cluster.
- Lead Cluster budget management: MRP/MYC/LBE submission, monthly closure comments
Minimum Requirements/Qualifications:
- Master's degree in Supply Chain Management, Logistics, Operations Management, Business Administration or related field.
- Minimum 12+ years of relevant experience in Supply Chain, Distribution & Logistics, Customer Care and Order-to-Bill operations, preferably within a regulated industry (pharmaceutical experience strongly preferred).
- Strong knowledge of warehousing, transportation, inventory management, customs and trade compliance, customer service, order management and revenue-recognition-related processes.
- Strong communication, stakeholder management and influencing skills, with the ability to effectively collaborate across countries, cultures, functions and organizational levels.
- Proven leadership capability in managing multi-country operations and developing high-performing teams through coaching, mentoring, talent development and succession planning.
- Strong business acumen and financial understanding, including logistics cost management, budgeting, operational performance metrics and Order-to-Bill financial controls.
- Structured and analytical problem-solving capabilities, with the ability to balance customer service, compliance, operational and financial considerations while driving pragmatic decision-making.
- Demonstrated ability to lead change, standardization, process improvement, digital transformation and continuous improvement initiatives within a matrix organization.
- Strong systems proficiency, including SAP (SD/MM/FI), transportation and warehouse management solutions, reporting and analytics platforms, and customer collaboration tools.
- Fluent in English, both written and verbal; additional European languages are an advantage. APICS/ASCM certification and/or MBA desirable.