Key Account Operational Excellence Associate

544 Marken Limited; Gurugram District; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

UPS is seeking a skilled Technical Writer to serve as the primary contact for Key Accounts on GxP matters and to drive investigation writing and root-cause analysis. The role emphasizes strong communication, cross-functional collaboration, and adherence to client documentation standards.

Location-flexible within India, with a permanent role and global responsibilities in Key Account management. Candidates should have 2+ years in technical writing or quality assurance and be fluent in English to

Qualifications

• 2+ years in Technical Writing, Customer Experience or Quality Assurance.
• Experience in technical writing and operational excellence.
• Strong written and verbal communication skills.
• Able to read and comprehend complex subjects.

Responsibilities

• Act as the primary contact for Key Accounts on GxP matters globally.
• Maintain trust-based relationships with designated Key Account on GXP topics.
• Write investigations and lead root-cause analysis for key accounts.
• Collaborate across departments to implement corrective actions.

Skills

Technical writing

Customer experience

Quality Assurance

English fluency

Microsoft Office

Problem solving

Education

Associate degree or equivalent

Tools

Microsoft Office Suite

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

1. Act as the primary point of contact for Key account, addressing their needs and concerns for all topics related GxP matters, Globally
2. Build and maintain strong, trust-based relationships with dedicated Key Account on GXP topics.
3. Attend and scheduled recurrent meetings with the clients in order to advise them on the follow up of each open topic on GxP matters.
4. Act as Key Accounts Excellence Investigation Writer, if needed, for Dedicated Key Account (Issue Reporter, Lead Investigator)
5. Able to write a detailed and structured investigations through data collection, collaboration, interviews and analysis to determine root causes to ensure Key Account and Marken timelines are met in compliance with Marken's procedures and Client's requirements documentation.
6. Act as reviewers of all investigations related the scope of Key Account associated to their scope of work.
7. Work with the functional areas to identify the root cause and determine appropriate preventive and corrective action to prevent recurrence.
8. Follow up and make sure to maintain the compliance of all tasks assigned to key account investigations, globally.
9. Perform, if needed, Effectiveness checks required for the associated investigations written.
10. Escalate and mitigate any necessary issue, work with Key Account Excellence Team members to identify and resolve any trends on investigations.
11. Participate actively in all meetings to update management, peers, sites on any GxP matters related to Key Account.
12. Track and communicate process improvements in the region, including Standard Operating Procedures and Client Documentation.
13. Create and maintain trackers for all investigations, tasks, effectiveness checks and be on time related the dedicated Clients - A Client Dashboard
14. Create and maintain a tracker all client's documentation (QTA, COP, SLA ...) and be compliance to requirements of dedicated Clients - A Client documentation Dashboard
15. Attend to Key Account audit if necessary.
16. Collaborating with other departments to resolve Key Account issues and improve the overall Key Account experience.
17. Act as a Key Account advocate by providing feedback to the Teams on needs/experiences and lead cross functional initiatives to improve processes and deliver value to key accounts.

Requirements:

2+ years of relevant experience working in a Technical Writer, Customer Experience, Quality Assurance role 2+ years of relevant experience working in technical writing, excellence operational, Strategic Account Associate degree and/or equivalent university degree/ certifications. Strong written and excellent verbal communication skills are required. Ability to read and comprehend complex subjects. Organized, methodical and efficient approach to work. Strong typing and computer skills, including efficiency using Microsoft Office Suite (Word, Excel, PowerPoint). Fluent in English Ability to work in a fast-paced, high workload environment, and balance multiple projects and objectives for timely event closure. Collaboration skills, with the ability to troubleshoot and problem solve in a cross-functional team setting.

Location:

Location: Flexible (Mumbai/Pune/ Chennai/ Delhi/ Gurgaon/ Bangalore Employee Type: Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.