Key Account Operational Excellence Associate

About the role

The Key Account Operational Excellence (KAOE) team supports Key Account clients by providing operational analysis, investigation reports, client communication, and continuous process improvement. The role ensures prompt resolution of issues throughout the client lifecycle and drives enhancements to increase client satisfaction and retention.

Key responsibilities

• Conduct operational investigations for Key Account deviations, document findings, and ensure compliance with client requirements (QTA, COP) and internal standards.
• Act as the single point of contact for clients on GxP matters, attend regular client meetings, review investigations for completeness, and manage CAPA completion.
• Analyze trends and recurring issues, develop data‑driven improvements, design reporting tools, and lead improvement projects with subject‑matter experts.
• Escalate and mitigate incidents, collaborate with other departments to solve client issues, and maintain accurate documentation and dashboards.

Required profile

• Strong analytical mindset with ability to produce clear, accurate investigation reports.
• Excellent communication skills to liaise with clients and internal teams.
• Ability to manage multiple investigations/projects simultaneously and meet strict deadlines.

Required skills

• GxP compliance knowledge
• CAPA management
• SOP development and maintenance
• Data analysis and KPI reporting