KAEO Investigation Lead Specialist

Overview

Act as the primary point of contact for Key Accounts on GxP matters globally, leading investigations and maintaining compliance for assigned clients within Marken, UPS Healthcare Precision Logistics.

What you'll do

• Act as the primary point of contact for Key Account on all topics related to GxP matters, globally.
• Build and maintain strong, trust-based relationships with dedicated Key Accounts on GxP topics.
• Attend and schedule recurrent meetings with clients to advise on follow-up of each open GxP topic.
• Act as Key Accounts Excellence Investigation Writer, if needed, for dedicated Key Accounts (Issue Reporter, Lead Investigator).
• Write detailed and structured investigations through data collection, collaboration, interviews and analysis to determine root causes, ensuring Key Account and Marken timelines are met in compliance with Marken's procedures and client requirements.
• Act as reviewer of all investigations within the scope of assigned Key Accounts.
• Work with functional areas to identify root causes and determine appropriate preventive and corrective actions to prevent recurrence.
• Follow up and maintain compliance of all tasks assigned to Key Account investigations, globally.
• Perform effectiveness checks required for associated investigations, if needed.
• Escalate and mitigate necessary issues, and work with Key Account Excellence Team members to identify and resolve trends in investigations.
• Participate actively in meetings to update management, peers and sites on GxP matters related to Key Accounts.
• Track and communicate process improvements in the region, including Standard Operating Procedures and client documentation.
• Create and maintain trackers for all investigations, tasks and effectiveness checks, and keep them on time for dedicated clients (Client Dashboard).
• Create and maintain a tracker of all client documentation (QTA, COP, SLA, etc.) and ensure compliance with dedicated client documentation requirements (Client Documentation Dashboard).
• Attend Key Account audits if necessary.
• Collaborate with other departments to resolve Key Account issues and improve the overall Key Account experience.
• Act as Key Account advocate by providing feedback to teams on needs and experiences, and lead cross-functional initiatives to improve processes and deliver value to Key Accounts.

What you'll need

• 2+ years of relevant experience in a Technical Writer, Customer Experience, or Quality Assurance role.
• 2+ years of relevant experience in technical writing, excellence operations, or strategic account management.
• Associate degree and/or equivalent university degree/certifications.
• Strong written and excellent verbal communication skills.
• 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 closure.
• Collaboration skills, with the ability to troubleshoot and problem-solve in a cross-functional team setting.

Details

• Location: Flexible (Mumbai, Pune, Chennai, Delhi, Gurgaon, Bangalore).
• Employee type: Permanent.