Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
The Manager, Transformation – Customer Care will be pivotal in leading and accomplishing comprehensive process transformation initiatives within the Customer Care workstream and will be accountable for the process related deliverables in transition projects. This includes leading all aspects of the transformational funnel, collaborating with various partners, supporting seamless migrations and transitions according to the Invest and Shift methodology. Overall, the Manager will be instrumental in successful activity migration to GBS, achieving efficiency targets and enhancing the customer experience.
Key Responsibilities:
- Understand the transformation portfolio of the Customer Care workstream, drive and own key priority initiatives
- Support migrations and transitions, own and drive the process related deliverables especially in Strategize and Design phases
- Map and assess processes, identify opportunities, and design future state processes
- Understand and apply Invest and Shift methodology through transition work
- Partner with Operations teams, Business Opex teams, PPI and Digital Enablement to drive balanced end-to-end process improvements globally that align with business strategy
- Assess and articulate business requirements, proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process
Minimum Requirements/Qualifications:
- 8+ years of work experience with 5+ years of process improvement experience with/within a shared services environment or in a consulting capacity
- Prior experience within the Thermo Fisher Customer Care and Global Process Governance area
- Understanding the Thermo Fisher Transition methodology
- 5+ years of experience in People Management
- High-level understanding of Customer Care’s system and process landscape and familiarity with the process taxonomy and Promapp structure
- Consistent record to work well with multiple levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organization
- Self-directed, sophisticated and customer-centric change-agent who thrives in a bold and changing environment
- Highly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributors
- Skilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partners
- Has a dedication to continuous learning and continuous efficiency improvements
- Excellent attention to detail required
- Eye for business to develop effective partnerships with key partners