Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
DESCRIPTION:
As a Manager, GBS Global Process – Customer Care you responsible for defining, maintaining, and enforcing process governance standards across the supported business group. This role serves as a senior individual contributor, providing governance leadership, audit readiness, and performance alignment without direct people management responsibilities.
The Manager partners closely with GBS Operations Leaders, Customer Care GBS stakeholders, and cross-functional teams to ensure process integrity, standardized documentation, controlled change management, and alignment between operational execution and global governance requirements. The role plays a critical part in supporting audit readiness, continuous improvement, and process maturity across the business group.
Key Responsibilities:
Business Group Process Governance Ownership
- Own and maintain CCG Customer Care GBS process governance frameworks, standards, and controls.
- Ensure consistent application of global and regional process standards across supported CC operations.
- Serve as the primary governance authority for CC processes, documentation, and repositories.
- Provide governance approval for process changes impacting Customer Care GBS operations (CCG), ensuring proper impact assessment and control adherence.
Audit Readiness & Compliance
- Lead internal process governance assessments for CCG customer care operations.
- Ensure audit readiness through robust documentation, control validation, and issue tracking.
- Serve as the primary point of contact for audit-related governance support with Customer Care-CCG operations leaders.
- Coordinate remediation of audit findings and track corrective actions to closure.
Process Documentation & Change Control
- Oversee the creation, maintenance, and governance of end-to-end customer care CCG process documentation.
- Ensure documentation accuracy, version control, traceability, and accessibility.
- Enforce standardized process mapping and documentation methodologies.
- Govern process change management to ensure updates are reviewed, approved, and communicated appropriately.
Performance Framework Alignment
- Ensure alignment between governed GBS customer care processes, KPIs, and operational performance measures.
- Own and maintain the Business Group KPI Library in alignment with GBS customer care governance standards.
- Support development and governance of KPIs and SLAs tied to GBS customer care processes for CCG.
- Review performance trends to identify governance gaps and improvement opportunities.
Governance Enablement & Continuous Improvement
- Partner with CCG Customer Care operations teams to embed governance standards into daily execution.
- Support continuous improvement initiatives by ensuring governance rigor and process discipline.
- Participate in small scale process migration or transformation initiatives from a governance perspective.
- Support digital enablement efforts by ensuring tools and platforms align with governance requirements.
Stakeholder Partnership & Influence
- Act as a trusted advisor to CCG Customer Care GBS operations leaders and GBS stakeholders on process governance matters.
- Facilitate governance forums, reviews, and decision-making discussions.
- Provide expert guidance on process maturity, risk mitigation, and control effectiveness.
- Influence adoption of governance standards through expertise, credibility, and collaboration.
REQUIREMENTS:
- 7+ years of experience in process governance, shared services, customer service operations, operational excellence, or consulting.
- Bachelor’s degree in Business, Operations Management, Industrial Engineering, or related field.
- Demonstrated experience owning or leading process governance frameworks.
- Strong knowledge of audit requirements, compliance controls, and documentation standards.
- Experience with process mapping, change control, and repository governance.
- Proven ability to lead complex, cross-functional initiatives without direct people management.
- Strong analytical, communication, and stakeholder influence skills.
- Lean, Six Sigma, or related certification preferred.
- Excellent analytical and data-driven decision-making capabilities
- Demonstrated ability to develop and track key performance metrics and service level agreements
- Strong communication and interpersonal skills with ability to work effectively across all organizational levels
- Fluency in English required; additional language skills beneficial
- Ability to travel (typically 5-10% for regional positions)