Senior Customer Care Process Analyst

2 weeks ago

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

As a key member of our team at Thermo Fisher Scientific, you will be responsible for crafting and implementing world-class customer care processes that improve efficiency levels and streamline operations. This role is an outstanding opportunity to become a vital part of our organization in Hungary.

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.
  • Discernment in building successful relationships with crucial partners.

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