Global Process Lead

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Job Function:

Strategy & Corporate Development

Job Sub Function:

Business Innovation & Integration

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

We are searching for the best talent for Global Process Lead.

Purpose: 

The Global Process Lead is responsible for optimizing and standardizing processes within the GS Operations framework specific to the function supported. This key role will ensure a seamless end-to-end experience by collaborating with various Global Services (GS) functions and aligning processes to enhance service level performance. Working closely with GS GPOs/GEOs, delivery teams, and support functions, this role will champion the adoption of a customer-centric interaction support model, concentrating on core processes and technologies. 

In this capacity, the Process Lead will take ownership of managing the assigned functional processes and technologies within GS Operations, leading continuous improvement initiatives, and ensuring best-in-class service delivery. Responsibilities will encompass assessing new work or service expansion, collaborating with Project and Portfolio team, and utilizing the governance matrix for informed decisions. The role will actively contribute to process and channel optimization initiatives, with strategic focus, exceptional leadership, and effective communication skills. 

This role will also serve as a key point of contact and liaison within the business, fostering collaboration with cross-functional teams and stakeholders within Global Services. Responsibilities will include active engagement with various stakeholders, including the Project and Portfolio team, to align processes with broader organizational goals.  Through active participation in collaborative efforts and communication channels, this role ensures reinforcement of the GS Operations' position as a vital hub within the larger Global Services framework.

You will be responsible for:

Process Governance and Expertise

• Drives the design and governance of functional processes across regions, ensuring alignment with the process and channel optimization strategy.

• Works collaboratively with Process Excellence Manager and other team members to standardize and align processes, case management practices, and operating guidelines.

• Drives continuous improvement efforts, ensuring compliance and alignment with organizational goals.

• Conducts regular audits and assessments processes, identifying areas for improvement, and implementing necessary changes to enhance experience, efficiency and effectiveness.

• Develops and maintain a repository of process documentation, ensuring that it is up-to-date, accessible, and aligns with organizational objectives.

Knowledge / Process Management

• Oversees the governance of Knowledge Management for GS Operations, ensuring timely updates of resources.

• Accountable for creation of new process documentation where applicable. 

• Accountable for timely reviews and approvals of process documentation and updates. 

• Develops change communication strategies for processes supported, ensuring timely and clear dissemination of updates to stakeholders within GS Operations.

Continuous Improvement and Partnerships

• Leads continuous improvement efforts across GS Operations in partnership with Service Delivery leaders.

• Collaborates with the digital experience team and enabling functions to enhance case management and meet process requirements.

• Forms relationships with Compliance, Privacy, and Legal partners to identify best practices and ensure compliance.

• Supports discussions and drive decision-making through alignments with GEOs/GPLs on various topics and process needs. 

• Influences Service Level Performance criteria to put it to accountability standards and align on performance expectations, service tiers, and escalation needs.

Process Assessment

• Conducts timely process assessment providing subject matter expert recommendations and support for new work intake or service expansion requests in partnership with Portfolio leads. 

• Contributes to the GS Operations short, medium, and long-term strategy roadmap.

• Collaborates with key partners in prioritizing projects and ensures alignment with process goals.

• Utilizes the GS Operations governance matrix to assess and allocate work appropriately.

Qualifications / Requirements:

• Required Minimum Education: Bachelors degree

• Required Years of Related Experience: 2 to 5 years minimum

• In-depth knowledge and expertise in functional processes, case management, and overall service delivery.

• Strong stakeholder management skills, including the ability to build and maintain relationships with key stakeholders, seeking and securing their sponsorship for process improvements.

• Proven ability to collaborate effectively with cross-functional teams, GS GPOs/GEOs, delivery teams, and support functions to achieve common goals.

• Strong leadership skills with a focus on project leadership and execution. Proven ability to lead and execute projects, ensuring timely delivery, resource optimization, and successful outcomes.

• Proficiency in "train the trainer" methodologies, equipped with effective knowledge transfer and training initiatives.

• Strong documentation skills, ensuring thorough governance processes, updates, and changes. Ability to maintain comprehensive process documentation for reference and training purposes.

• Ability in change communication, facilitating smooth transitions during process changes, and effectively communicating updates to stakeholders at all levels.

Required Skills:

Preferred Skills:

Alliance Formation, Coaching, Communication, Continuous Improvement, Data Gathering Analysis, Design Thinking, Facilitation, Innovation, Market Research, Organizational Knowledge, Problem Solving, Process Oriented, Project Integration Management, Project Reporting, Resource Management, Standard Operating Procedure (SOP), Strategic Change

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