Global Process Lead
2 dagen geleden
We are seeking a seasoned Global Process Lead - Customer Excellence to drive our customer service operations forward.
This is an exciting opportunity for a strategic thinker with expertise in customer service processes, fast-paced environments, and digital transformation. As part of our team, you will be pivotal in shaping the global process strategy for customer service, driving process standardization, efficiency, and continuous improvement across Heineken's operating companies worldwide.
Job DescriptionThe successful candidate will be responsible for:
- Co-shaping the global process ambition blueprint and strategy for Customer Service in line with Customer Service & Logistics (CS&L) and Market to Cash (MtC) strategies.
- Designing and deploying global Customer Service processes, ensuring adherence to standard designs and reducing process deviations across Heineken's OpCos.
- Developing and deploying data-driven insights on process performance through dashboards, KPI frameworks, and process mining to support operational excellence and cost improvement.
- Collaborating with Digital & Technology (D&T) and CS&L Capability teams to ensure that technology platforms support process maturity and business requirements.
- Building internal and external networks to share best practices, stay updated on new developments, and drive continuous process improvement.
To succeed in this role, you will need:
- 8+ years of relevant experience in end-to-end customer service processes within complex international environments.
- Proven experience in process design, mapping, and analytics, with a strong background in digital transformation and product ownership.
- University-level education, with excellent verbal and written communication skills in English.
- Expertise in Lean Six Sigma and continuous improvement methodologies, with a deep understanding of project and change management.
- A balance of conceptual and operational thinking, with a focus on driving process efficiency and maturity.
We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits including a comprehensive health insurance package, retirement plan, and generous paid time off.
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