Merck - Head - Customer Excellence

Head Of Customer Excellence

Based in Bangalore India, you will head the department of Customer Excellence for the business of Life Science division. With your know-how, energy, structured problem solving and leadership skills, you will lead the team to fulfill customer's needs, drive projects to continuously optimize the process, as well as to transform the organization for future needs. You will report to Head of Shared Business Service. You are responsible to manage overall activities of Customer Excellence CoE of Shared Business Service. Develop metrics to measure the team and individual performance who will interact with all levels of process. This role is highly motivated, result-oriented, organized and flexible enough to handle different variety of tasks and adapt to various business needs and requirements.

Your Role:

- Lead and manage large scale Customer Excellence operations (order to cash cycle, technical services etc) for multiple geographic locations. Span of control 250-400 FTEs

- Expand the existing service offerings to grow the CoE

- Manage multiple stakeholders across geographies with competing priorities

- Define and deliver on CoE objectives and key metrics to measure productivity and customer experience

- Manages the process of building an effective team - interviewing, coaching and developing change agent behaviors through effective leadership and interpersonal skills

- Drive adoption of new technologies, systems and processes

- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

- Demonstrate Strategic planning and organizational design skills for long term success

- Successfully drive process integrations, business migrations and roll out of global projects

- Manage and adhere to the Annual Operating Plan

Who You Are:

- Hold a Degree or Post Graduate Degree in Business or Science from a reputed University

- Possess a Lean Six Sigma Black belt

- Working and functional knowledge of Lead to Satisfaction process (Sales Support, Customer Service, Technical Service)

- Candidate should possess minimum 10-years of Management experience with overall 15+ years of total experience.

- Working experience of Multicultural and Global matrix organization

- Flexibility to work shifts (managing teams in NA & Latam)

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