At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
This role will actively be advocating the transformation agenda of the XDT by linking and bridging our CX, IT, Network and Business in ensuring key process gaps negatively impacting CX and detailing business growth are identified, sized and improvement plans are in place and followed through.This role will also lead the enablement of Globe’s Process Community composed of 300+ process leads, architects and actors through process standards, taxonomy, tools and programs that will advocate for grass roots process simplification that will yield financial and CX benefits from simpler and more streamlined processes, and more equipped process people within Globe.
DUTIES AND RESPONSIBILITIES:
Transformation Strategy Execution
Steer and advocate for the XDT transformation agenda with leaders of business and enabling groups by linking and bridging our CX, IT, Network and Business in ensuring key process gaps negatively impacting CX and derailing business growth are identified, sized and improvement plans are in place and followed through.
Lead/Co-lead cross functional teams in the execution of process transformation and simplification initiatives and programs together with Process Owners.
Process Governance and Process Community Champion
Steer Globe Process Community to select and plan for integration of any new standards and best practice methods
Plan and execute intentional enablement programs that will champion grass roots based process simplification and continuous improvement
Use benchmarking services and industry research into both current and emerging process standards and best practices and assess fitness and potential benefit for Globe adaptation
Conduct periodic meetings and reviews with process community to align and and conduct performance analysis of process vis-a-vis experienced delivered by looking at both customer success measures and process metrics
Process Architecture/Design Lead
Lead a team of Process Architects in enabling process groups to diagnose, design and solution process improvement plans based on insights from baselining and different stakeholder views while incorporating business and CX Northstars.
Develop process architecture standards to bring consistency to process solutions including but not limited to - Policy, Standards, Process, Roles and Accountability, Automation, Inter-process linkages, Control Objectives, Metrics/KPIs and Maturity guidelines
Define end-to-end process (level 3) and supporting activities (level 4) mapped to specific customer experience being supported with alignment to process owner to ensure acceptance of accountability and KPIs and metrics
Work Design Facilitation and Service Blueprinting
Uses VOC, VOE and VOP to support improvement initiatives and ensure experiences are being delivered to customers
Collaborate with process owners to develop and maintain process blueprints, aligned with process models; to operate as guidebook for future process development requirements; and book of record for implemented process improvements
Collaborate with process owners in planning and defining process development roadmaps; which will guide process releases
Facilitate workshops to gather input on process roadmaps to gain input and development support from various process practitioners and management
Synthesize output from workshop sessions to come up with service blueprint
Test and validate process blueprints developed into prototypes with process community to solicit input and expertise
Conduct periodic health checks against process blueprint to assess the integration of previous process change into BAU operation to measure actual benefit realization from improvement releases
Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
