Merck KGaA

Service Management & Analytics Expert

Posted On

Feb. 11, 2025

Location

Bangalore, Karnataka

Experience Level

C - Professional (1-3 years)

Job Type

full-time or part-time possible

Apply By

March 4, 2025

Job Description

The Service Management & Analytics Expert will play a crucial role in facilitating effective communication and enabling GES Delivery and Functional Solutions teams on our Contact Channels (Service4You) metrics. This role will be responsible for organizing and moderating alignment calls, ensuring that all stakeholders are informed and engaged via multiple communication channels. The ideal candidate will also be responsible for defining, tracking, and optimizing key performance indicators across various business functions. This role ensures that KPIs align with organizational goals and provide actionable insights to drive performance improvement and decision-making and prioritize channel usage. Key Responsibilities:Communication and Enablement:Organize and moderate alignment meeting between the Service4You team and stakeholders to ensure smooth and effective communication.Maintain consistent communication through multiple channels, ensuring stakeholders remain informed and aligned.Key Performance Indicator (KPI) Monitoring & Analysis:Develop and continuously monitor KPIs to ensure they reflect current business performance and client satisfaction.Collect data, analyze trends, identify potential issues, and recommend corrective actions and insights for decision-making when KPIs are off-target. Suggest adjustments or new KPIs to align with evolving business needs and strategic objectives.Generate reports and presentations to share insights with stakeholders as needed Service Standards Maintenance:Ensure consistent application and maintenance of Service Standards across the Global Enterprise Services (GES) organization.Collaborate with cross-functional teams to ensure adherence to Service Standards best practices, share insights and influence strategies for enhancing client centricity and service delivery.Stakeholder Engagement and Support:Act as a point of contact for stakeholders regarding Service4you-related queries, issues, and updates.Provide proactive support and advice to the Delivery team, ensuring that they are equipped to meet their goals and deliverables.Continuous Improvement:Continuously assess communication processes, delivery alignment, and Contact Channels (Service4You) usage to recommend improvements that enhance overall service delivery and efficiency. Who you are Bachelor’s degree in Business Administration, Communications, Data Analytics or related fields3-5 years of work experience in communication, presentation development, and stakeholder engagement3-5 years of work experience in different roles with data analysis and reporting, with a focus on customer and service analyticsExcellent communication skills (written and spoken) in English languageHands-on experience with ServiceNow and other analytical toolsProven experience in service delivery environments or GBS industry.Strong communication and interpersonal skills, capable of engaging and influencing diverse stakeholders.Proficient in collaboration tools (e.g., Microsoft Teams, SharePoint, Viva Engage).Self- organized, structured and with attention to details.Ability to work independently and as part of a team in a fast-paced environment.

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