Purpose & Overall Relevance for the Organisation:

The Process Excellence teams in Global Business Services (GBS) are responsible for driving the functional design of services and standard solutions, and supporting their implementation. They will validate the existing processes and procedures and identify areas for improvement. The team will support the ongoing transition projects acting as process managers/subject matter experts. 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 Senior Global Process Specialist will be aligned to one of the GBS Global Process teams and will provide coordination and business support for the whole team, as it sets and delivers the solution strategy and roadmap for an end-to-end business solution globally. He or she will be supporting the projects to ensure compliance with the global process design and other continuous improvement initiatives driven by the team.

Key Responsibilities:

• Support the implementation of the solution roadmap for the relevant process domain

• Support the development and coordination to agree on KPIs for the service (with both the customer and the oprerations organization)

• Support the development of solution and system requirements to enable design and build

• Implement continuous improvement iniatives for key processes such as Order Management, Dispute Management and Billing Management

• Support the transition of activities and ensure knowledge retention

• Provide coordination and business support for the Global Process Owner and their team

• Support the preparation of project status and tracking templates, reports and communication material

• Manage, maintain and update budget and business case templates

• Coordinate content on collaboration platforms and maintain tools

• Coordinate meetings and workshops

Key Relationships:

• All colleagues within assigned Process Excellence team

• GBS PMO

• GBS Operations

• GBS Transition Management

• GBS Cross Functional Standards team

Knowledge, Skills and Abilities:

• Understanding of a Customer Service sub-process and the reality of operating it as service in a Shared Service Center environment

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

• Good numerical and analytical skills

• Very good communication skills especially when interacting with different levels of business

• Strong knowledge in SAP SD, SAP FICO and Salesforce or Highradius

• Strong MS-Office skills (Word, Excel, PowerPoint)

• Fluent English (verbal and written)

Requisite Education and Experience / Minimum Qualifications:

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

• Minimum of 4 years of progressive work experience in relevant functional area, ideally in a Shared Service Center environment