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 Director GBS Global Process I2C will be responsible for Invoice to Cash (I2C), Wholesales (WHS) processes. This area comprises Credit, Collections, Cash application, Deductions management and Customer Primary data processes.
This role will be responsible for managing the relationship with key customers of that sub-process, understanding customer needs and requirements, 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.
They will also be responsible for identifying and initiating quality and continuous improvement activity for the Invoice to Cash WHS processes.
As a People Manager, this role will ensure that enough structure and resources are in place to execute the roadmap, delivery of people and process changes. This position will be responsible for the recruitment, coaching and performance management of the direct reports.
Key Responsibilities:
Define the service strategy for I2C WHS
Lead the end-to-end process/service design & build for I2C WHS
Manage the relationship with key customers
Build and lead the implementation of the solution and service strategy, 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 ensure smooth integration with upstream and downstream processes
Ensure compliance of I2C WHS solution against the overall solution governance framework
Drive the digital transformation journey by designing and implementing the process and systems as well as respective metrics and controls. This person will be the Product owner in SAP S4 (T4M) transformation initiative.
Manage transitions and transformation initiatives related to GBS operations and markets in accordance with the service level agreement being responsible for signing off Fit Gap analyses and Standard Deviation Logs;
Drive and manage the implementation of enhanced processes with the respective stakeholder management;
Design and implement global solutions for Credit, Collections, Deductions and Cash Application processes and its controls while ensuring smooth and immediate data interfacing
Responsible for leading a global team of process project managers in 5 different locations: Manage recruitment, coaching and performance management of direct reports.
Key Relationships:
Customers of I2C WHS
GBS Cross Functional teams
GBS Transition Team
GBS PMO
GBS Ops Delivery Excellence teams
TRANS4M PMO Team
Knowledge, Skills and Abilities:
In depth Knowledge and experience of I2C WHS processes would be an advantage
Extensive experience in process design and process mapping, ideally within Global Business Services
Familiarity with project management and lean six sigma approaches, tools and phases of project lifecycle
Experience of RPA and digital transformation
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,
Ability to read, write and communicate in English in a business setting
Proficiency in MS-Office (Word, Excel, PowerPoint)
Requisite Education and Experience / Minimum Qualifications:
University degree with focus on Business Administration, or related areas
Minimum of 10+ years of progressive work experience in process management or process improvement
5+ years of experience in I2C WHS would be a plus