As the Global Process Owner, you will be the guarantor of the design, harmonization, convergence, and optimization of Customer Care processes worldwide, supporting the transformation into an agile, process-driven organization
Job Summary
As the Global Process Owner, you will be the guarantor of the design, harmonization, convergence, and optimization of Customer Care processes worldwide, supporting the transformation into an agile, process-driven organization.
You will lead multi-country transformation initiatives, drive the implementation of new service capabilities, tools, and workflows, and define global performance indicators (KPIs) and SLAs for tracking improvements.
The role requires advanced mastery of process management methodologies and associated technological tools, with a focus on influencing international subsidiaries and balancing global consistency with local adoption.
Matching Summary
As the Global Process Owner, you will be the guarantor of the design, harmonization, convergence, and optimization of Customer Care processes worldwide, supporting the transformation into an agile, process-driven organization.
Skills & Requirements
Must-have
Global Process Ownership
Customer Care Process Design
Process Harmonization and Optimization
Cross-functional Collaboration
Performance Indicator Definition
Agile Transformation Initiatives
Nice-to-have
Consulting-grade Methodologies
Executive-level Communication
Influence without Authority
Operational/Strategic Duality
Critical Thinking and Benevolence
Key Requirements
10-15 years Customer Care experience
Large-scale process transformation projects
Matrix organizations and global service operations