GBS Global Process Senior Analyst

1 week ago


Budapest, Budapest, Hungary Thermo Fisher Scientific Full time
Job Description

Thermo Fisher Scientific Inc. is a world leader in serving science, with a mission to enable customers to make the world healthier, cleaner, and safer. As a GBS Global Process Senior Analyst - Customer Care, you will play a vital role in crafting and implementing world-class customer care processes that improve efficiency levels and streamline operations.

Key Responsibilities:
  • Develop and maintain the end-to-end process taxonomy for Customer Care, ensuring seamless integration with global business processes.
  • Collaborate with workstream leaders to drive balanced end-to-end process improvements globally, aligning with business strategy and driving automation.
  • Assess business requirements, analyze design options, and identify process simplification and standardization opportunities to drive automation.
  • Participate in the Productivity Governance Program, including weekly workstream meetings with Shared Service Operations, PPI, Automation, and IT.
  • Support global deployment and adoption of a standard end-to-end process within and across Shared Service Centers, minimizing customization requirements.
  • Collaborate with Shared Services Operations teams to ensure resources receive accurate training on processes, policies, and systems.
  • Develop metrics and service level agreements (SLAs) for the Customer Care department within the GBS Shared Services.
  • Contribute to the CC enabling technology roadmap and solutions, ensuring efficient utilization of existing systems.
  • Lead ongoing policy governance and compliance.
Requirements:
  • 5+ years of work experience with 3+ years of manager level experience in a shared services environment or consulting capacity.
  • Prior experience within the Customer Care area.
  • Previous Process Governance and/or Process Excellence experience.
  • Proven ability to interact with multiple levels of leadership, influence peers and senior management in a complex matrix organization.
  • Self-directed, dynamic, and customer-centric change-agent who thrives in a challenging environment.
  • Highly collaborative, aligning with colleagues and business partners to deliver results.
  • Skilled communicator and proven relationship builder, able to operate within formal and informal networks.
  • Excellent attention to detail required.
  • Discernment in building successful relationships with crucial partners.


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