Purpose & Overall Relevance for the Organisation:

The Process Excellence teams in GBS are responsible for driving the functional design of services and standard solutions, and supporting their implementation. They will also upskill, train and develop the continuous improvement capability of GBS overall, as well as in market and functional teams. They will be concerned with ensuring quality, compliance and productivity of the services and processes provided by GBS, managing continuous improvement initiatives and shaping the digital solution agenda.

The Global Process Director will be allocated responsibility for a sub-process. He or she will be responsible for managing the relationship with key customers of that sub-process, understanding customer needs and requirements to be able to input into the customer board, formulate the solution and service strategy, define KPIs for the service, specify the solution and system requirements, and manage and prioritise demand for the service.

He or she will also be responsible for identifying and initiating quality and continuous improvement activity for the sub-process.

Key Responsibilities:

• Define the process/service strategy for a specific process or sub-process


• Lead the end-to-end process/service design & build for a specific process or sub-process


• Manage the relationship with key customers of relevant process or sub-process, understanding customer needs and requirements in order to input into the customer board


• Manage and prioritise demand for the solution


• Build and lead the implementation of the solution and service strategy for the sub-process, in line with the overall solution roadmap


• Create and drive agreement on KPIs/SLAs for the service (with both the customer and the operations organization)


• Build solution and system requirements to enable design and build


• Ensure compliance of sub-process solution against the overall solution governance framework

Key Relationships:

• Customers of sub-process (functional teams in markets)


• GBS Cross Functional Standards team


• GBS Transition Management Directors


• GBS PMO


• GBS Ops Delivery Excellence teams

Knowledge, Skills and Abilities:

• In depth understanding of a Global Business Services end-to-end process


• Extensive experience in process design and process mapping, ideally within Shared Services


• Familiarity with project management and lean six sigma approaches, tools and phases of project lifecycle


• Experience of RPA and digital transformation


• Experience in meeting planning and facilitation of physical and virtual workshops in a global working environment


• Experience of coordinating solution governance (incl. build of enterprise model, functional advice for process content), data for the end-to-end solution and prioritising demand


• Vision and capability to define guidelines for solution build and delivery


• Experience in designing for and improving process quality, process review and compliance


• Ability to provide a clear framework for performance to direct reports/project team


• Ability to coach, guide and manage a team


• Pro- active (engaging & impact-oriented) mindset, ability to think end-to-end with a global mindset


• Ability to be self-directed while working under tight deadlines


• Ability to work in a fast paced environment with different international cultures


• Strong numerical and analytical skills


• Strong communication (both written and verbal) and facilitation skills (small and large groups) especially when interacting with different levels of business


• Ability to travel, domestic or international, as required


• Fluent English (verbal and written),
  
• Strong MS-Office skills (Word, Excel, PowerPoint), proficient in MS Office

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration, or related areas, or equivalent combination of education and experience


• Minimum of 8+ years of progressive work experience in process management or process improvement, as well as (ideally) some experience of operational delivery of these services