Global Process Improvement Specialist
1 week ago
Role Overview
The role of a GBS Global Process Senior Analyst - Customer Care is a vital part of Thermo Fisher Scientific Inc.'s efforts to enhance customer care processes. This position is integral to crafting and implementing world-class processes that improve operational efficiency and streamline operations.
Key Responsibilities:
- Develop and maintain an end-to-end process taxonomy for Customer Care.
- Collaborate with workstream leaders to drive balanced process improvements that align with business strategy.
- Assess business requirements, analyze design options, and identify process simplification and standardization opportunities.
- Participate in the Productivity Governance Program, including weekly workstream meetings.
- Support global deployment and adoption of standard processes within and across Shared Service Centers.
- Collaborate with Shared Services Operations teams to ensure resources receive accurate training.
- Develop metrics and service level agreements for the Customer Care department.
- Contribute to the CC enabling technology roadmap and solutions.
- Lead ongoing policy governance and compliance.
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