Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Manager, GBS Global Process Owner – Customer Care will play a key role, in defining and driving the end-to-end efficient process design efforts across the Customer Care process, including quoting, order management, customer master data and complaints management. The Global Process Senior Analyst will collaborate with various partners to ensure effective and efficient process operations and identification and leverage of cross-process commonalities. This role serves as a key enabler to our CC efficiency targets, improved customer experience and will partner with a range of collaborators including Customer Care teams outside of GBS, Operations, IT, PPI and Automation. The Manager is responsible for the end-to-end designing of customer care processes in scope for GBS.

Key Responsibilities:

Lead the development and maintenance of the end-to-end process taxonomy for Customer CarePartner with workstream leaders across the GBS Shared Service Centers and the business to drive balanced end-to-end process improvements globally that align with business strategyAssess and articulate business requirements, analyze design options and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the processParticipate in Efficiency Governance Program including weekly workstream meetings along with Shared Service Operations, PPI, Automation, and ITSupport global deployment and adoption of a standard end-to-end process within and across Service Centers whilst minimizing the requirement for customization as the need arisesCollaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systemsSupport the definition of GBS Shared Services metrics and SLA portfolio for the Customer Care areaLead the CC enabling technology roadmap and solutions and ensure efficient use of existing systemsLead ongoing policy governance and compliance

Minimum Requirements/Qualifications:

5+ years of work experience with 3+ years of process improvement experience with/within a shared services environment or in a consulting capacityPrior experience within the Customer Care areaPrevious Process Governance and/or Process Excellence experienceConsistent record to work well with multiple levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organizationSelf-directed, sophisticated and customer-centric change-agent who thrives in a bold and changing environmentHighly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributorsSkilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partnersHas a dedication to continuous learning and continuous efficiency improvementsExcellent attention to detail requiredEye for business to develop effective partnerships with key partners