Key Account Operational Excellence Associate

hcmportal; Gurugram District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

UPS Healthcare Precision Logistics seeks a skilled professional to manage GxP matters for key accounts, coordinating investigations, documentation, and audit readiness across regions.

You will write investigations, track progress, collaborate with teams, and drive process improvements to ensure client compliance and timely issue resolution.

Qualifications

• 2+ years in technical writer, customer experience or QA roles.
• 2+ years in technical writing, excellence operations or strategic account handling.
• Associate degree or equivalent university degree/certifications.
• Strong written and verbal communication skills.

Responsibilities

• Primary point of contact for Key Account on GxP matters, globally.
• Build and maintain trusted relationships with dedicated Key Accounts on GxP topics.
• Attend recurring client meetings to advise on open GxP issues.
• Act as Key Accounts Excellence Investigator when needed (reporter, lead investigator).
• Draft detailed investigations via data collection, interviews and analysis to identify root causes.
• Review investigations related to Key Account scope.
• Work with functions to determine preventive/corrective actions.
• Ensure compliance of all tasks assigned to key account investigations globally.
• Perform effectiveness checks for investigations when required.
• Escalate and mitigate trends with the Key Account Excellence Team.
• Participate in meetings to update management on GxP matters.
• Track process improvements regionally, including SOPs and client documentation.
• Create trackers for investigations, tasks, and client documentation dashboards.
• Ensure documentation dashboards (QTA, COP, SLA) are compliant.
• Attend Key Account audits when necessary.
• Collaborate with other departments to resolve issues and improve experiences.
• Advocate for Key Accounts and lead cross-functional process improvements.

Skills

Technical Writing

Customer Experience

Quality Assurance

English Communication

Microsoft Office

Education

Associate degree

Tools

Microsoft Office Suite

Job description

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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:

Together, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed's in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.

Responsibilities

• 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: Flexible (Mumbai/Pune/ Chennai/ Delhi/ Gurgaon/ Bangalore

Employee Type:
Permanent

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