International Process Lead - BPO

Global Process Lead

Responsibilities :

- Create a dynamic, scalable, repeatable operating model that is superior to in-house and our competition

- Defining the global process blueprint, process modeling, and process mining framework and technology.

- Develops the strategy to drive consistent operational excellence across all teams in DPO organization

- Provides leadership on process documentation within the context of the global policy and process design and monitors adherence through agreed upon KPIs & other metrics

- Partners with Operational Management and the Industrialization leaders to agree upon and deliver best-in-class KPIs & business outcome metrics

- Monitors global compliance and process performance, recommends process localization as needed while maintaining an 80/20 standardization where possible

- Leads overall governance of approval / rejection of business cases for change requests

- Proposes the prioritization and requirements of initiatives across the program

- Responsible for end to end and new process requirements

- Manages and prioritizes portfolio of change initiatives that impact overall process

- Encourages and drives the generation of continuous improvement ideas within the program network and operational leaders

- Responsible for overseeing the definition, measurement, and establishment of program deployment across regions

- Helps identify market/hub capabilities, expertise, maturity, and diversity that aligns with each business need for new opportunities

- Oversee and manage the program deployment planning, execution and run state globally

- Ensure risks are systematically assessed, controlled, reviewed, and communicated in partnership with the Quality and Compliance lead.

- Provide strategic direction and oversight to ensure compliance and continuous improvement of the processes.

Key Personal Attributes :

- Come energized to consistently deliver success on time and with quality.

- Ability to understand and analyze complex business processes.

- Strong technical proficiency with learning new tools, analyzing data, and using it for decision making.

- Able to work effectively under pressure, meet tight deadlines, and effectively prioritize.

- Effective cross-group communication, collaboration, negotiation, and leadership skills.

- Strong business acumen and ability to understand decision impacts.

Qualifications :

- BA/BS or equivalent industry experience

- 15+ years' project leadership experience

- Transformation and digital quality tools experience

- End to end business process experience a must

- Excellent written and verbal communication skills to effectively communicate with all levels of management and teams

- Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals

- Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills

- Demonstrates deep understanding of organizational products and services, and the relationships with our clients, customers, and regional compliance requirements.

- Control and Process Oriented

- Working with Global teams

- Formal Continuous Improvement training (i.e. Six Sigma)

- Creative problem solver

- Change agent / Visionary

- Demonstrated ability to lead, develop and build a process infrastructure to support compliance activities and obligations

- Must possess strong leadership skills to work cross functionally and build strong business relationships with cross-functional teams and leadership

- Self-motivated with the ability to influence and drive strategy across teams.

- Strong blend of biz + tech acumen and can quickly understand systems landscapes, inputs/outputs, and workflow design.

- Ability to negotiate a strategic position after taking feedback from multiple sources

- Capability to succinctly communicate level of risk, priority, or impact to the business