Manager GBS Global Process Customer Data

Purpose & Overall Relevance for the Organisation

The Process Excellence teams in GBS are responsible for driving the functional design of services and standard solutions, and supporting their implementation. They will validate the existing processes and procedures and identify areas for improvement. The team will support the ongoing transition projects acting as process managers/subject matter experts. They will also upskill, train and develop the continuous improvement capability of GBS overall, as well as in market and functional teams. They will be concerned with ensuring quality, compliance and productivity of the services and processes provided by GBS, managing continuous improvement initiatives and shaping the digital solution agenda.

The Manager Global Processes will work on Global Customer Data processes and as it sets and delivers the solution strategy and roadmap for an end-to-end business solution globally. He or she will be supporting  the projects to ensure compliance with the global process design and other continuous improvement initiatives driven by the team. 

Key Responsibilities

• Support the implementation of the solution roadmap for the Customer Data processes
• Support the development and coordination to agree on KPIs for the service (with both the customer and the oprerations organization)
• Support the development of solution and system requirements to enable design and build
• Implement continuous improvement iniatives
• Support the transition of activities and ensure knowledge retention
• Provide coordination and business support for the Global Process Owner and their team
• Support the preparation of project status and tracking templates, reports and communication material
• Manage, maintain and update budget and business case templates
• Coordinate content on collaboration platforms and maintain tools
• Coordinate meetings and workshops
• Develop and update process flows in the respective systems

Key Relationships

• All colleagues within assigned Process Excellence team
• GBS PMO
• GBS Operations
• GBS Transition Management
• GBS Cross Functional Standards team

Knowledge, Skills and Abilities

• Very good understanding of a Global Business Services Order to Cash processes and the reality of operating it as service
• Analyze, develop new and adjust existing end to end processes/ services, standards or operational plans, and deliver results with direct impact on O2C stream, other streams and markets.
• Work towards the GBS priorities, KPI’s, OKR and overall GBS roadmap
• Manage and execute transformation initiatives including GAP analysis related to the GBS operation centers/markets and provide process competency with a specific focus on Customer Data
• Develop and implement process standardization, harmonization and automation by applying the Lean Methodology
• Manage and execute process improvement initiatives on demand (e.g., Customer Data Harmonisation)
• Support and contribute at selection of tools, techniques and systems according to architectural requirements and demands
• Provide input to identify improvement potential, problems and feasibility of process change with stakeholders through variance analysis and effective usage of data, create transparency on priorities, develop options / solutions and facilitate recommendations for preparing fact-based decisions ending into regular continuous improvements. 
• Support standardized reporting, measurements, KPI and ad hoc analysis in line with SLA’s together with Delivery Excellence team securing quality, timeliness, compliance and productivity of services and processes
• Lead medium sized projects with the respective process and technical knowledge within the boundaries of time, cost & quality, focusing on the customer expectations, implement results and support sustainability of solutions.
• Provide expertise for O2C Customer Data areas in line with latest taxonomy/ activity split, processes and technology towards operational and market finance teams
• Possess ownership of Customer Data processes and act as a subject matter expert.
• Support the internal controls process and advice on improvement areas
• Get understanding of stakeholder requirements, collecting data, delivering analysis, problem resolution and support recommending options
• Support change management through design and delivery of prototype tools, with other functions and streams to operationalize accordingly
• Ensure standardized data management processes and drive data quality improvement actions
• Support business process stakeholders on the analysis of master data processes, proposing relevant improvements and facilitating the successful implementation
• Develop and implement adequate communication packages to present derived results, recommendations and solutions
• Manage compliance and global process guidance
• Contribute to the governance and maintenance

Requisite Education and Experience / Minimum Qualifications

• Four-year college or university degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience
• Minimum of 5-7 years of progressive work experience in relevant functional area, ideally in a Shared Service environment
• Knowledge on Customer Data and related processes preferred  
• Very good numerical and analytical skills
• Very good communication skills especially when interacting with different levels of business
• Ability to travel, domestic or international, as required
• Fluent English (verbal and written),
• Strong MS-Office skills (Word, Excel, PowerPoint)