At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description This role is responsible for defining end-to-end processes and mapping them to customer experiences it supports. The role primarily also orchestrates the necessary meetings, workshops and ideation sessions to align all process stakeholders and ensure that each understands their role and contribution in delivering the end-to-end process and spearheads improvement efforts to ensure that desired customer experiences, customer success measures and process metrics are achieved and delivered.

Responsibilities / Outputs 

Process Governance 

Steer Globe Process Community to select and plan for integration of any new standards and best practice methods 

Use benchmarking services and industry research into both current and emerging process standards and best practices  and assess fitness and potential benefit for Globe adaptation 

Conduct periodic meetings and reviews with process community to align and and conduct performance analysis of  process vis-a-vis experienced delivered by looking at both customer success measures and process metrics 

Process Architecture/Design 

Develop process architecture standards to bring consistency to process solutions including but not limited to - Policy,  Standards, Process, Roles and Accountability, Automation, Inter-process linkages, Control Objectives, Metrics/KPIs and  Maturity guidelines 

Define end-to-end process (level 3) and supporting activities (level 4) mapped to specific customer experience being  supported with alignment to process owner to ensure acceptance of accountability and KPIs and metrics 

Work Design Facilitation and Service Blueprinting 

Uses VOC, VOE and VOP to support improvement initiatives and ensure experiences are being delivered to customers 

Collaborate with process owners to develop and maintain process blueprints, aligned with process models; to operate as guidebook for future process development requirements; and book of record for implemented process improvements 

Collaborate with process owners in planning and defining process development roadmaps; which will guide process  releases 

Facilitate workshops to gather input on process roadmaps to gain input and development support from various process practitioners and management

Synthesize output from workshop sessions to come up with service blueprint 

Test and validate process blueprints developed into prototypes with process community to solicit input and expertise 

Conduct periodic health checks against process blueprint to assess the integration of previous process change into BAU operation to measure actual benefit realization from improvement releases 

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.