Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Senior Manager, Transformation – Customer Care will play a significant role in leading and implementing comprehensive process transformation initiatives within the Customer Care workstream. This includes coordinating the transformational funnel, collaborating with various team members and partner, and supporting seamless migrations and transitions according to the Invest and Shift methodology. The Senior Manager will contribute to system implementations and upgrades, ensuring future processes are efficiently designed. The role also involves leading a team of Business Analysts across different GBS locations, prioritizing projects and initiatives. Overall, the Senior Manager will be instrumental in achieving Customer Care efficiency targets and enhancing the customer experience.

Key Responsibilities:

• Lead the transformation portfolio of the Customer Care workstream, driving and owning key priority initiatives.
• Support migrations and transitions from a process governance perspective.
• Apply Invest and Shift methodology through transition work.
• Oversee new system implementation and system upgrade projects, ensuring future processes are properly designed.
• Partner with Operations teams, Business Opex teams, PPI, and Digital Enablement to drive balanced end-to-end process improvements globally that align with business strategy.
• Assess and articulate business requirements, proactively seek out and assess process simplification and standardization opportunities that will eventually drive automation within the process.
• Manage a team of Business Analysts based in different GBS locations dedicated to projects and initiatives according to priorities.

Minimum Requirements/Qualifications:

• 10 years of work experience with 7 years of process improvement experience within a shared services environment or in a consulting capacity.
• Prior experience within the Thermo Fisher Customer Care and Global Process Governance area is a must.
• Deep understanding of the Thermo Fisher Transition methodology.
• 7 years of experience in People Management.
• High-level understanding of Customer Care’s system and process landscape and familiarity with the process taxonomy and Promapp structure.
• Proven track record of working well with multiple levels of leadership both internally and externally, and influencing peers and senior management in a sophisticated, geographically dispersed matrix organization.
• Self-directed, sophisticated, and customer-centric change-agent who thrives in a bold and changing environment.
• Highly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributors.
• Skilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partners.
• Dedication to continuous learning and continuous efficiency improvements.
• Excellent attention to detail required.
• Strong business acumen to develop effective partnerships with key partners.