GBS Global Process Senior Analyst – Customer Care

at  Thermo Fisher Scientific

JOB DESCRIPTION

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.
The GBS Global Process Senior Analyst - Customer Care is an outstanding opportunity to become a vital part of Thermo Fisher Scientific Inc. in Hungary. This role is integral to crafting and implementing world-class customer care processes that improve our efficiency levels and streamline operations. Join us and be a part of a team that consistently strives for excellence and flawless execution.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• 5+ years of work experience with 3+ years of manager level experience with/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.
• Proven ability to interact with multiple levels of leadership both internally and externally, and influence peers and senior management in a complex, geographically dispersed matrix organization.
• Self-directed, dynamic, and customer-centric change-agent who thrives in a challenging 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 proven relationship builder, able to operate within a multitude of formal and informal networks while managing the competing interests of collaborators from different teams.
• Shows a dedication to continual learning and consistent improvements in efficiency.
• Excellent attention to detail required.
• Discernment in building successful relationships with crucial partners.

• Manage the development and maintenance of the end-to-end process taxonomy for Customer Care.
• Collaborate with workstream leaders across the GBS Shared Service Centers 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 determine process simplification and standardization opportunities that will eventually drive Automation within the process.
• Participate in the Productivity Governance Program, including weekly workstream meetings along 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 whilst minimizing the requirement for customization as required.
• Collaborate with the Shared Services Operations teams in all locations to ensure resources receive accurate training on processes, policies, and systems.
• Assist in developing metrics and service level agreements (SLAs) for the Customer Care department within the GBS Shared Services.
• Contribute to the CC enabling technology roadmap and solutions and ensure efficient utilization of existing systems.
• Lead ongoing policy governance and compliance.