Global Process Manager (Customer & Client Services)
Core
Lead process improvement and digitalization initiatives for Customer & Client Service processes (B2C and B2B) within the Global Business Services landscape.
Role type
Senior Process Excellence Manager (Customer & Client Services)
Builds
End-to-end service processes, standardized workflows, and digital enablement solutions for global customer and client operations.
Domain
Global Business Services (GBS) / Customer Experience / Retail & Luxury Goods
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process Excellence, Continuous Improvement, Business Transformation, End-to-end process design, Process mapping, Root-cause analysis, KPI definition, Project management, Stakeholder management, SAP S/4HANA, ServiceNow
Preferred skills
Lean, Six Sigma, ESSA, Automation, Workflow optimization, AI-enabled service solutions
Responsibilities
Lead process improvement and digitalization initiatives; Drive design and implementation of end-to-end processes; Translate business needs into process and system requirements; Manage initiatives from assessment through go-live and adoption; Identify simplification and automation opportunities; Ensure consistent process documentation and governance; Monitor and improve process KPIs; Act as a bridge between cross-functional teams.
Seniority
Senior, hands-on IC