Head of Customer Excellence, PS India

1 week ago

Bengaluru, Karnataka, India Merck Life Science Private Limited Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Work Your Magic with us  

Ready to explore, break barriers, and discover more? We know you've got big plans – so do we Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Your Role:
Lead and empower our Process Solutions Customer Excellence team in India to deliver exceptional service through coaching, training, and motivation.

Key Responsibilities:

  1. Team Leadership

    • Manage, coach, and mentor a team to achieve targets.
    • Set clear priorities, KPIs, and performance metrics using data tools (BI, Excel, Palantir).
    • Foster growth through regular feedback and development opportunities.

  2. Customer Advocacy

    • Ensure premium service for internal/external customers.
    • Build strong relationships and resolve issues proactively.
    • Drive process improvements to enhance customer satisfaction.

  3. Problem Solving

    • Make data-driven decisions to address challenges without compromising integrity.
    • Analyze complex information to develop actionable solutions.

  4. Operational Excellence

    • Collaborate globally to resolve order-to-cash bottlenecks.
    • Escalate critical issues with detailed insights to stakeholders.

  5. Culture & Values

    • Model Merck's values (HIC behavior) and professionalism.
    • Promote innovation, collaboration, and accountability.

Who You Are:

  • Leadership: 5+ years managing teams in customer service (global/regional environment).
  • Skills:
    • Expert in order-to-cash processes and data analysis tools.
    • Strong communicator (English fluency) with stakeholder management experience.
    • Proactive problem-solver with financial/business acumen.
  • Qualifications:
    • Master's degree in business/data/digital fields (preferred).
    • Six Sigma/Project Management certification (a plus).
    • 3–5 years leading cross-functional/global projects.

Tools Proficiency:
SFDC, e-Commerce platforms, BI tools.


What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity

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