Global Process Lead

2 weeks ago

Budapest, Budapest, Hungary Thermo Fisher Scientific Full time
Key Responsibilities:
  • Develop and maintain a comprehensive taxonomy of customer care processes to drive efficiency and streamline operations.
  • Collaborate with workstream leaders to identify and implement process improvements that align with business strategy.
  • Assess business requirements and analyze design options to simplify and standardize processes, enabling automation and driving revenue growth.
  • Participate in the Productivity Governance Program, driving collaboration across teams to achieve business objectives.
  • Support the global deployment of standardized customer care processes, minimizing customization and ensuring seamless adoption.
  • Collaborate with Shared Services Operations teams to ensure accurate training on processes, policies, and systems.
  • Develop metrics and service level agreements (SLAs) for the Customer Care department, ensuring high-quality service delivery.
  • Contribute to the CC enabling technology roadmap, driving solutions that enhance efficiency and customer satisfaction.
Minimum Requirements/Qualifications:
  • 5+ years of work experience, with 3+ years in a manager-level position within a shared services environment or consulting capacity.
  • Prior experience within the Customer Care area is essential.
  • Proven Process Governance and/or Process Excellence experience is required.
  • Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
  • Self-directed, dynamic, and customer-centric, with a passion for driving change and improvement.
  • Collaborative approach, with the ability to align with colleagues and business partners to deliver results.
  • Strong analytical and problem-solving skills, with a focus on efficiency and continuous improvement.
  • Attention to detail and ability to manage competing interests in a complex matrix organization.
  • Commitment to lifelong learning and professional development.

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