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Associate Director, Client Relationship Management Lead Job

Date: Nov 10, 2017

Location: Alberti, AR

Company: MSD

Requisition ID: SHA001095

MSD is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where MSD has codified its 125-year legacy. MSD’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.


Right now, thousands of MSD associates are working to cure the world’s most complex diseases. We know that our people are the key to our success, which is why our Human Resources division takes pride in building teams of skilled, forward-thinking individuals who contribute to MSD’s pioneering medical advancements. Our Human Resources department shares a spirit of attentive enthusiasm that helps support our associates in achieving new milestones in global healthcare.


The Client Relationship Management Lead reports directly to the Director, HR Service Delivery Americas and is responsible for leading the team responsible for evolving our ways of working with all relevant stakeholders (employees, people managers, Business HR and CoEs) at a regional level. Additionally, gathers feedback as to the regional service experience and provides input on continuous improvement and process design initiatives. Finally, leads the team driving the regional pull through of the global HR Ops portfolio and leads regional HR Ops projects.

The Client Relationship Management Lead is responsible for:

  • Driving regional adoption of the global service delivery model, embedding new ways of working, coordinating the work of multiple HR resources to the benefit of specific projects/ mass changes

  • Advocate for Business HR, bringing regional perspective as to services delivered and soliciting feedback as to the client experience while applying this knowledge to the benefit of HR service delivery as well as the deployment of the regional HR Ops agenda

  • Synthesis and disposition of regional Business HR feedback as to implementation of HR portfolio; coordinating the gathering and providing of SME input as to country-specific requirements to the benefit of regional and global solutions; co-coordinating the identification of opportunities for continuous improvement activities; leading the gathering and provision of SME input to knowledge management assets

  • Leadership / Change Management: consistently demonstrates MSD Leadership Standards; is a leader of change and actively drives strategy development and implementation in the organization. 


  • 4 year Bachelor's degree in related field

  • Minimum of 10 years of experience as an HRBP, within an HR COE or an Operations/Customer Support role - OR - Master’s degree and at least 8 years of experience as an HRBP, within an HR COE or an Operations/Customer Support role.

  • Must have at least 5 years within the HR field

  • Strong ability to acquire and process knowledge aligned to the HR portfolio.

  • Excellent communication and influencing skills

  • Strong listening & comprehension skills

  • Strong orientation toward Innovation & Creativity

  • Strong interpersonal skills including relationship building & maintaining

  • Strong attention to detail and follow up; strong analytical skills together with developed business acumen

  • Demonstrated ability to work in teams and collaborate / partner with others from across the business

  • Ability to clearly articulate messages to a variety of audiences

  • Problem solving and root cause identification skills

  • Able to work effectively at all levels in an organization

  • Verbal and written fluency in Spanish

  • Proven practitioner of leading edge project management approaches, tools and phases of the project lifecycle

  • Proven knowledge and understanding of the HR business model

  • Verbal and written fluency in Portuguese

Your role at MSD is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At MSD, we’re inventing for life.

Job: Shared Services
Other Locations:
Employee Status: Regular
Travel: Yes, 10 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: MSD

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