GBS Global Process Senior Analyst – Customer Care

at  Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is seeking a highly skilled and ambitious GBS Global Process Senior Analyst – Customer Care to join our special team in Budapest. In this role, you will have the opportunity to contribute to the end-to-end efficient process design efforts across the Customer Care process, including quoting, order management, customer master data, and complaints management. By collaborating with various teams, you will ensure effective and efficient process operations, identify cross-process alignments, and help us achieve our CC efficiency targets and improved customer experience.

Responsibilities:

• Act as a senior business analyst: Capture and analyze complex business data to guide high-level strategic decision-making.
• Develop and implement advanced process maps: Use tools such as Visio and Promapp to develop sophisticated process maps and identify strategic areas for improvement.
• Handle the development and maintenance of the end-to-end process taxonomy for Customer Care.
• Partner with workstream leaders and the business to drive balanced end-to-end process improvements globally that align with business strategy.
• Assess and articulate business requirements, analyze design options, and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process.
• Participate in Efficiency Governance Program, including weekly workstream meetings with Shared Service Operations, PPI, Automation, and IT.
• Support global deployment and adoption of a standard end-to-end process within and across Shared Service Centers while minimizing the requirement for customization as required.
• Collaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systems.
• Support the definition of metrics and SLA portfolio
• Contribute to the CC enabling technology roadmap and solutions and ensure efficient use of existing systems.
• Lead ongoing policy governance and compliance.

Requirements:

• 5+ years of work experience with 3+ years of manager level experience within a shared services environment or in a consulting capacity.
• Prior experience within the Customer Care area.
• Previous Process Governance and/or Process Excellence experience.
• Confirmed ability to communicate optimally with various levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organization.
• Self-directed, dynamic, and customer-centric change-agent who thrives in an exciting and changing environment.
• Highly collaborative; aligns effectively 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 varied collaborators.
• Dedication to continuous learning and continuous efficiency improvements.
• Superb attention to detail required.
• Eye for business to develop effective partnerships with key collaborators.
• Ability to create and implement complex process maps using Vision and/or Promapp.

• Act as a senior business analyst: Capture and analyze complex business data to guide high-level strategic decision-making.
• Develop and implement advanced process maps: Use tools such as Visio and Promapp to develop sophisticated process maps and identify strategic areas for improvement.
• Handle the development and maintenance of the end-to-end process taxonomy for Customer Care.
• Partner with workstream leaders and the business to drive balanced end-to-end process improvements globally that align with business strategy.
• Assess and articulate business requirements, analyze design options, and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process.
• Participate in Efficiency Governance Program, including weekly workstream meetings with Shared Service Operations, PPI, Automation, and IT.
• Support global deployment and adoption of a standard end-to-end process within and across Shared Service Centers while minimizing the requirement for customization as required.
• Collaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systems.
• Support the definition of metrics and SLA portfolio
• Contribute to the CC enabling technology roadmap and solutions and ensure efficient use of existing systems.
• Lead ongoing policy governance and compliance