Lead CCM - MH West
Mahindra Group · Posted Oct 17
Automotive, farm equipment, information technology, financial services, and hospitality services
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About the role
The Farm Division at Mahindra & Mahindra Ltd delivers agricultural machinery and services, and this role sits within its customer care function for the MH West region. The position focuses on customer care and production process design, service delivery quality, and integration of customer feedback with Quality Assurance and Product Development (PDRDS) teams. The Lead CCM will own first-time-right service outcomes, rollout of new service initiatives, operational data analysis, and mentoring of the regional customer care team.
What you will do
- 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
Skills used in this role
What the employer is looking for
- B.E/B.Tech - Agricultural Engineering
- 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
- 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
Benefits and support
- Compensation and benefits are detailed in the job posting
About Mahindra Group
The Mahindra Group is a multinational conglomerate federation of companies with a presence across more than 20 industries globally. The group holds leadership positions in utility vehicles, farm equipment, information technology, and financial services. Driven by its core purpose to enable people to Rise, Mahindra operates across over 100 countries.
- Industry
- Conglomerate
- Company size
- 327000+ employees
- Founded
- 1945-10-02
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Chairman
Group CEO & Managing Director
Group Chief Financial Officer
Group Chief Technology Officer
Recent coverage
Mahindra Newsroom
Mahindra Auto clocks 64,092 SUVs, a growth of 14% and 114,874 total vehicle sales, a growth of 15% in September 20262026-10-01
HDFC Sky
Tech Mahindra Q2 Profit Rises 32.7% with Revenue Expansion and Strong Deal Wins2026-10-16
Mahindra Newsroom
Mahindra Starts Commercial Production of MAXSEEDER, a Precision Zero-Till Seeding Farm Machine2026-10-12