Commercial Excellence Leader

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Job Description

Position Summary

Lead the establishment, stabilization, and transformation of Solventum’s Commercial Excellence India capability center. This role is designed to provide strong local leadership for a blended India-based team while ensuring transitioned work remains reliable, measurable, and continuously improved.

In the first phase, the leader will guide the transition of selected work from Sales Productivity, CRM Administration, PACE, and Samples Management into the India center with disciplined knowledge transfer, service controls, and business continuity. In the second phase, the leader will help mature the center from execution support into a scalable capability for process excellence, automation, AI-enabled operations, data-enabled service improvement, and reusable digital services.

The role is accountable for the health, capability, culture, service performance, and development of the India site. Functional priorities, process standards, and domain-specific direction remain connected to the contributing functions, while this leader creates the local operating environment, talent model, governance rhythm, and continuous-improvement engine required for the center to perform as one integrated capability.

Role Intent and Boundaries

• Provides direct people leadership, site stewardship, and delivery health management for India-based talent supporting Commercial Excellence and adjacent Commercial Experience work.
• Ensures transitioned services are stable, measurable, and supported by clear SLAs, escalation paths, quality baselines, capacity plans, and process documentation.
• Partners with contributing function leaders on priorities, service expectations, process standards, and role-specific performance input rather than replacing their functional accountability.
• Builds an automation- and AI-ready operating model that improves throughput, reduces low-value manual work, and strengthens seller, customer, and patient support outcomes.
• Does not act as a separate strategy team, duplicate regional commercial leadership, or become a catch-all intake point for unstructured work. Work moves into the center only when scope, decision rights, process maturity, and success measures are clear.

Phase 1: Establish and Transition

• Build the initial India center structure, leadership rhythm, and staffing model based on approved transition waves and validated business demand.
• Coordinate the transition of selected work across Sales Productivity, CRM Administration, PACE, and Samples Management, sequencing waves to protect knowledge transfer, quality, and service continuity.
• Define and operationalize handoffs, SLAs, escalation paths, quality checks, coverage windows, and stabilization plans for supported regions.
• Establish baseline measures for volume, service levels, quality, rework, cycle time, cost, and experience impact before and after transition.
• Deliver committed 2027 cost and productivity outcomes without measurable degradation to seller, customer, or patient support.

Phase 2: Transform and Scale

• Lead process discovery and redesign across transitioned services, prioritizing standardized, high-volume case work and repeatable workflow patterns.
• Partner with Automation, Insights and Incubation, IT, and contributing functions to build a practical automation and AI enablement roadmap for the center.
• Convert stable operational work into scalable digital services where appropriate, including RPA, workflow orchestration, agent-assisted execution, self-service, and LLM-embedded support patterns.
• Drive productivity improvements through case deflection, task elimination, reduced rework, faster throughput, better routing, and disciplined continuous improvement.
• Mature the center into a source of operational insight, reusable capabilities, and talent development for the broader Commercial Experience and Commercial Excellence ecosystem.

Key Responsibilities

Site Leadership and People Accountability

• Act as the primary local leader and voice for India-based Commercial Excellence talent.
• Lead hiring, onboarding, engagement, coaching, performance routines, development planning, and retention for the center in partnership with HR and contributing function leaders.
• Create a cohesive site culture across different disciplines and work types, anchored in service excellence, quality, accountability, and continuous learning.
• Coordinate across multiple supported functions so the India team operates as one integrated center rather than disconnected work pods.

Transition Leadership and Business Continuity

• Guide end-to-end transition planning, including work scoping, knowledge capture, shadow periods, cutover, hypercare, and sustained stabilization.
• Validate readiness thresholds before work moves, including process documentation, volume stability, quality baselines, role clarity, system access, and escalation design.
• Manage cross-cultural and statutory sensitivities associated with ceded work in partnership with HR, Legal, regional leaders, and GBS governance.
• Protect service continuity during transition by coordinating with existing vendor, regional, and service delivery plans.

Talent Model, Capability Building, and Workforce Optimization

• Design roles and team structure before placement decisions are finalized, ensuring clear scope and minimal overlap with retained regional, program, or vendor roles.
• Build a blended talent base spanning operational delivery, CRM support, case management, application development, data engineering, automation, and AI-enabled operations.
• Match capacity and skills to demand as the center matures, using workforce data and performance insights to improve productivity and resilience.
• Establish career paths and development routines that make the center a destination for strong, adaptable talent.

Automation, AI, and Process Excellence

• Steward the center automation and AI enablement roadmap in partnership with the relevant functional and technology teams.
• Create disciplined intake, prioritization, experimentation, and production-readiness practices for automation and AI-enabled workflow improvements.
• Ensure responsible use of AI, including appropriate human oversight, data governance, process controls, and measurable operational value.
• Use operational metrics and employee feedback to identify recurring friction, manual work, avoidable rework, and opportunities for scalable solutions.

Delivery, Governance, and Financial Discipline

• Monitor delivery health across transitioned services, including service levels, quality, cost, risk, employee experience, and stakeholder satisfaction.
• Keep capability-center economics transparent, including cost savings, productivity improvements, and reinvestment opportunities.
• Operate within agreed GBS host governance and Commercial Excellence decision-right arrangements.
• Provide clear reporting to Commercial Experience leadership, GBS partners, and contributing function leaders on performance, risks, decisions needed, and value delivered.

Success Measures

• Transition milestones delivered on plan with documented service-readiness checkpoints and stabilization outcomes.
• Cost savings and productivity improvements realized against approved 2027 and 2028 commitments.
• SLA, quality, cycle-time, and rework performance at or above pre-transition baselines after stabilization.
• Automation and AI-enabled improvements delivered against roadmap with measurable case deflection, throughput, quality, or experience impact.
• Time-to-productivity for each transitioned work stream achieved against plan.
• Engagement, retention, and leadership-pipeline health at or above relevant GCC benchmarks.
• Improved visibility into service demand, operational friction, and continuous-improvement opportunities across supported functions.

Qualifications and Experience

• Ten or more years of progressive leadership experience in Global Capability Centers, shared services, commercial operations, delivery operations, or comparable matrixed service environments.
• Demonstrated experience standing up, scaling, or materially transforming a GCC or capability center in India, including hiring, onboarding, stabilization, and service governance.
• Proven ability to lead cross-functional teams spanning operational delivery, CRM or workflow support, application delivery, data, automation, and AI-enabled operations.
• Experience leading transitions involving knowledge transfer, shadow periods, cutover plans, post-cutover support, and measurable business-continuity controls.
• Credibility with technical and operational talent, with enough fluency in software delivery, data engineering, automation, workflow orchestration, and AI-enabled operations to set standards and make sound resource decisions.
• Working knowledge of commercial domains such as sales operations, CRM administration, samples management, commercial analytics, service operations, pricing, or contracting.
• Strong stakeholder management across regions, cultures, time zones, and functions, with the ability to lead through influence and clarify decision rights.
• Change leadership capability to move a new organization from setup to stable delivery and then into sustained transformation.

Key Relationships

• Director, Commercial Experience: reporting line, priority setting, transformation guidance, and value realization expectations.
• GBS India Site Leader: site host, local governance, HR partnership, facilities, and operating infrastructure.
• Contributing function leaders: Sales Productivity, CRM Administration, PACE, Samples Management, Pricing and Contracting, Automation, Insights and Incubation, and other approved work sources.
• Regional Commercial Excellence and Commercial Experience leaders across Americas, EMEA, APAC, and LATAM.
• IT, data, automation, and platform partners on tooling, architecture, data quality, security, and engineering standards.
• HR, Total Rewards, Legal, Finance, and change-management partners on job architecture, hiring, workforce planning, consultation requirements, cost tracking, and talent strategy.

Work location: Bangalore- Hybrid

Travel: May include up to 20% domestic

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