Head of Business Process Management

Posted 21 Nov 2023

Bangalore, Karnataka - India

Req Id 269490


Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.


The holder of this position is accountable and responsible for defining and setting up the MBS process framework aligned with the Merck Company standard.  The role will drive continuous monitoring and improvement of the processes in the scope of MBS. The Head of BPM is leading a team of Business Process analysts, Knowledge Management and Learning & Development professionals. The team ensures processes are defined, standardized, and documented and standards are being implemented in MBS. The BPM team defines a standard way of capturing learnings and embedding these in the existing processes and work instructions. Knowledge about these processes is documented, shared and made available across MBS.  The team will be working closely with other organizations in MBS and stakeholders in Merck to drive this agenda.


  • Defines and set up the process framework for MBS and align with cross functional teams
  • Defines standard processes, tools and technology/ solutions for process management, knowledge management and learning & development of employees who execute processes by working closely with Functions, Operation, Innovation & Data and other teams.
  • Defines, implement and manages standard process for process optimization. (DESSA: Discover, Eliminate, Simplify, Standardize, Automate)
  • Focusses on timely delivery with high quality outcomes and outstanding service to our customers. Always strives for continuous improvement and optimization, using Value Stream and Process Mapping, Problem solving and other lean tools.
  • Works with leaders, staff across regions and functions to monitor performance and value creation.
  • Designs KPIs and regularly reports on Business  Process Management. Provides day-to-day management, support and feedback to the team
  • Defines and implements learning strategies, and provide curriculums that incorporate different styles of training techniques, including e-learning, tutorial sessions, coaching or job-shadowing.
  • All trainings and courses are focused on helping employees understand and work towards Merck Business Services goals. Assesses the success of trainings to help employees make the most of learning opportunities.
  • Develops the knowledge management plan, goals and priorities for knowledge acquisition, contribution, and deployment.
  • Ensure knowledge is captured, shared and knowledge assets are easily accessible to relevant staff.
  • Promote and optimize usage of Merck Business Services’ knowledge assets.
  • This role is accountable and responsible for Management and Optimization of Business Processes, Learning and Development and Knowledge Management.
  • These are vital for MBS to achieve it’s Northstar and become a Trusted and Reliable Value & Solution Creation Partner for Merck.
  • Process management, learning and development and knowledge management are crucial for ensuring consistent high-quality outcome of the services MBS provides.
  • Process optimization (DESSA) is essential to drive process effectiveness and efficiency aiming to improve quality, delivery and cost.



  • Bachelor’s or master’s degree with 10 years of experience setting up and leading global teams, preferably in the areas of Business Process Management, Learning and Development and Knowledge Management.
  • At least 5 years of experience working in diverse international teams demonstrating success in positions involving interactions with multiple departments and external parties.
  • Significant experience working with stakeholders from various functions at country, regional and global levels.
  • Significant experience in GBS environment
  • Significant experience in managing process optimization efforts, using standard methodology (like DESSA)
  • Significant experience in lean, value stream mapping, process mapping, daily management and problem solving.
  • Extensive experience in various project management methods (e.g., AGILE/SCRUM, PMBOK)
  • Project management certifications (PRINCE2 Practitioner, IPMA A/B/C, PMI certified) will be an asset.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!


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