Manager, Gbs Global Process Owner – Customer Care

:Handle the development and maintenance of the end-to-end process taxonomy for Customer CarePartner with workstream leaders and the business to drive balanced end-to-end process improvements globally that align with business strategyAssess and articulate business requirements, analyze design options and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the processParticipate in Efficiency Governance Program including weekly workstream meetings along with Shared Service Operations, PPI, Automation, and ITSupport global deployment and adoption of a standard end-to-end process within and across Shared Service Centers whilst minimizing the requirement for customization as requiredCollaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systemsSupport the definition of metrics and SLA portfolio for the Customer Care areaChip in to the CC enabling technology roadmap and solutions and ensure efficient use of existing systemsLead ongoing policy governance and complianceMinimum Requirements/Qualifications:5+ years of work experience with 3+ years of manager level experience with/within a shared services environment or in a consulting capacityPrior experience within the Customer Care areaPrevious Process Governance and/or Process Excellence experienceConfirmed ability to communicate efficiently with various levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organizationSelf-directed, dynamic and customer-centric change-agent who thrives in an exciting and changing environmentHighly collaborative; aligns effectively with colleagues and business partners to deliver results while improving the success of all contributorsSkilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of multifaceted collaboratorsHas a dedication to continuous learning and continuous efficiency improvementsSuperb attention to detail requiredEye for business to develop effective partnerships with key collaboratorsProcess mapping capability preferably in Visio