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Purpose & Overall Relevance for the Organisation:
The Process Excellence teams in GBS are responsible for driving the functional design of services and standard solutions, and supporting their implementation. They will also upskill, train and develop the continuous improvement capability of GBS overall, as well as in market and functional teams. They will be concerned with ensuring quality, compliance and productivity of the services and processes provided by GBS, managing continuous improvement initiatives and shaping the digital solution agenda.
The Global Process Director will be allocated responsibility for a sub-process. He or she will be responsible for managing the relationship with key customers of that sub-process, understanding customer needs and requirements to be able to input into the customer board, formulate the solution and service strategy, define KPIs for the service, specify the solution and system requirements, and manage and prioritise demand for the service.
He or she will also be responsible for identifying and initiating quality and continuous improvement activity for the sub-process.
Key Responsibilities:
- Define the process/service strategy for a specific process or sub-process
- Lead the end-to-end process/service design & build for a specific process or sub-process
- Manage the relationship with key customers of relevant process or sub-process, understanding customer needs and requirements in order to input into the customer board
- Manage and prioritise demand for the solution
- Build and lead the implementation of the solution and service strategy for the sub-process, in line with the overall solution roadmap
- Create and drive agreement on KPIs/SLAs for the service (with both the customer and the operations organization)
- Build solution and system requirements to enable design and build
- Ensure compliance of sub-process solution against the overall solution governance framework
- Plans and drives scoping, requirements definition and prioritization activities for large, complex initiatives
- Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new digital processes or jobs into the "business as usual" environment
- Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live
- Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures
Key Relationships:
- Customers of sub-process (functional teams in markets)
- GBS Cross Functional Standards team
- GBS Transition Management Directors
- GBS PMO
- GBS Operational Excellence teams
- Primary Data management
Knowledge, Skills and Abilities:
- Deep understanding of customer master data domains, hierarchies, and data models
- Expertise in customer data platform SAP MDG and solid understanding of ERP/CRM ecosystems (SAP)
- In depth understanding of a Global Business Services end-to-end process (Order‑to‑Cash, CRM, Customer Onboarding)
- Business Accumen and knowledge: familiarity with global commercial operations, customer segmentation, and channel structures as well as understanding of how customer data impacts sales, marketing, finance, supply chain, and analytics
- Extensive experience in process design and process mapping, ideally within Shared Services
- Familiarity with project management and lean six sigma approaches, tools and phases of project lifecycle
- Experience of RPA and digital transformation
- Experience in meeting planning and facilitation of workshops in a global working environment
- Experience of coordinating solution governance (incl. build of enterprise model, functional advice for process content), data for the end-to-end solution and prioritising demand
- Vision and capability to define guidelines for solution build and delivery
- Experience in designing for and improving process quality, process review and compliance
- Ability to provide a clear framework for performance to direct reports/project team
- Ability to coach, guide and manage a team
- Pro- active (engaging & impact-oriented) mindset, ability to think end-to-end with a global mindset
- Ability to be self-directed while working under tight deadlines
- Ability to work in a fast paced environment with different international cultures
- Strong numerical and analytical skills
- Strong communication (both written and verbal) and facilitation skills (small and large groups) especially when interacting with different levels of business
- Ability to travel, domestic or international, as required
- Fluent English (verbal and written),
- Strong MS-Office skills (Word, Excel, PowerPoint), proficient in MS Office
Requisite Education and Experience / Minimum Qualifications:
- Four-year college or university degree with focus on Business Administration, or related areas, or equivalent combination of education and experience
- Minimum of 8+ years of progressive work experience in process management or process improvement, as well as (ideally) some experience of operational delivery of these services
adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.