Senior Customer Care Process Analyst
3 weeks ago
Thermo Fisher Scientific Inc. is seeking an experienced process governance specialist to join our Global Business Services (GBS) team in Hungary. As a Senior Customer Care Process Analyst, you will play a vital role in crafting and implementing world-class customer care processes that improve our efficiency levels and streamline operations.
Key Responsibilities:
- Manage the development and maintenance of the end-to-end process taxonomy for Customer Care.
- Collaborate with workstream leaders across the GBS Shared Service Centers and the business to drive balanced end-to-end process improvements globally that align with business strategy.
- Assess and articulate business requirements, analyze design options, and proactively seek out and determine process simplification and standardization opportunities that will eventually drive Automation within the process.
- Participate in the Productivity Governance Program, including weekly workstream meetings along 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 whilst minimizing the requirement for customization as required.
- Collaborate with the Shared Services Operations teams in all locations to ensure resources receive accurate training on processes, policies, and systems.
- Assist in developing 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 and ensure efficient utilization of existing systems.
- Lead ongoing policy governance and compliance.
Requirements:
- 5+ years of work experience with 3+ years of manager level experience with/within a shared services environment or in a 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 both internally and externally, and influence peers and senior management in a complex, geographically dispersed matrix organization.
- Self-directed, dynamic, and customer-centric change-agent who thrives in a challenging and changing environment.
- Highly collaborative; aligns effectively with colleagues and business partners to deliver results while improving the success of all contributors.
- Skilled communicator and proven relationship builder, able to operate within a multitude of formal and informal networks while managing the competing interests of collaborators from different teams.
- Shows a dedication to continual learning and consistent improvements in efficiency.
- Excellent attention to detail required.
- Dedication to building successful relationships with crucial partners.
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