global contact center transformation

at Randstad US in north chicago, Illinois, United States

Job Description

global contact center transformation.

+ north chicago , illinois

+ posted march 21, 2024

job details

summary

+ $155,000 – $168,000 per year

+ permanent

+ bachelor degree

+ category computer and mathematical occupations

+ reference1046346

job details

job summary:

7% Bonus + 10k annual stock + Free Insurance + Pension

Contact Center Transformation

Global Shared Services – Finance

Continuous Improvement (Six Sigma etc)

Onsite in North Chicago

+ Career development with an international company where you can grow the career you dream of .

+ Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

+ An excellent retirement savings plan with high employer contribution

+ Tuition reimbursement, Save education debt program and FreeU education benefit – an affordable and convenient path to getting a bachelor’s degree.

+ A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

+ A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working women, female executives, and scientists.

At Client, we’re committed to helping people live their best possible life through the power

of health. For more than 125 years, we’ve brought new products and technologies to the world — in nutrition, diagnostics, medical devices and branded generic pharmaceuticals — that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

The Opportunity

This position works out of our Waukegan, IL location as part of our International Finance Organization.

The primary focus of this position is to drive capability maturity, global standards, and service delivery transformation for respective process areas in Procure to Pay (PTP) to enable the effectiveness of CFS Operations and key stakeholders. The Senior Functional Global Process Manager is responsible for driving process governance, leading and delivering global process initiatives within a matrixed organization across multiple geographies, organizations, and divisions. This includes identifying key metrics, trends, benchmarking, and strategic opportunities to advance service delivery within Procure-To-Pay.

This role will specifically be responsible for the global strategy to modernize, standardize and globalize contact centers for several CFS service towers, starting with Accounts Payable, Vendor Master and Travel & Expense. The strategy is focused on embedding process automation to achieve target service levels and stakeholder delight in line with the cost management framework of CFS.

This role must be able to build consensus within the respective functional process area as well as across functional process areas when required. This includes influencing without direct authority across towers, Divisions and geographies.

This position must be viewed as a process leader supporting CFS and other business stakeholders, including influencing multiple levels of the organization as applicable, including but not limited to General Managers, Finance Directors/Controllers, Supply Chain leaders, Procurement professionals and Vertical leads, IT teams and leaders, etc.

Requires interaction and collaboration across functions (i.e. BTS, Internal/External Audit, SOX PMO, Corporate Reporting, Legal, etc.) as new processes are designed and/or existing processes re-engineered.

Responsibilities:

+ Within the Global Process Organization (GPO), act as the global point of contact for respective process area and provide leadership and process expertise for relevant initiatives.

+ Drive end to end process governance, working towards global processes and global standards.

+ Lead and monitor process transformation and continuous improvement initiatives related to respective functional process area including process standardization, simplification, and technology innovation.

+ Work collectively and collaboratively with global and regional teams within and across their functional area as part of a matrixed organization; partner and maintain strong working relationships across regional CFS Hubs, CFS, BTS and other organizations and customers.

+ Contribute to long range strategic planning by providing insight into process area growth projections and/or improvement strategies.

+ Collaborate with ERP program team as needed, align on global standards and support technology deployments.

+ Provide operational process support and expertise for shared service migration expansion including M&A and divestitures.

+ Establish key global metrics and monitor to measure effectiveness of continuous improvement and identification of additional improvement opportunities.

+ Drive process adoption and related sustainability for implemented global processes.

+ Drive process automation including robotics for the supported process area.

+ Support development and preparation of solid business cases for identified continuous improvement initiatives helping to ensure the details are accurately captured in executive presentations outlining the business value for Abbott in alignment with the overall strategy.

+ Drive the development and maintenance of documentation for harmonized global processes.

+ Be a trusted advisor to CFS leadership on respective functional process area.

+ Work with CFS PTP community of practice to turn business objectives into actionable plans and deliver expected outcomes.

Required Qualifications:

+ BS in Accounting, Finance, or General Management, MBA and/or PMP is a plus.

+ 10+ years in respective thread – Finance, Accounts Payable/Procurement.

+ 10+ years in respective thread – Global Business Contact Center and Supplier Lifecycle Performance (SLP)

+ Experience defining and delivering contact center transformation roadmaps.

+ Expertise in contact center benchmark performance metrics, capability assessments and business case development

+ Experience with design thinking for the customer experience enabled by self-help automations.

+ Ability to collaborate in a cross functional Global team for problem solving/issue resolution.

+ Experience with Ariba required.

Preferred Qualifications:

+ Formal continuous improvement training (e.g., Lean, Six Sigma, Class A). Direct experience with process harmonization, standardization or continuous improvement initiatives

+ Experience with benchmarking

+ Program and/or project management experience

+ Must have business case development experience with adequate finance skills.

+ strong project planning skills with ability to facilitate activities across management level.

+ Able to see the big picture, speculate and conceptualize outcomes and identify trends.

+ strong written, verbal and presentation skills

+ Excellent ability to listen and communicate across all levels of the organization, including to the most senior executive levels.

+ strong quantitative and analytical reasoning skills.

+ Ability to influence others and move toward a common vision or goal.

+ Proven leadership with effective negotiation, interpersonal and partnering skills.

+ High degree of organizational and time management skills, with attention to detail

+ Team oriented, strong collaborator.

+ strong, effective decision-making skills.

+ Excellent ability to handle multiple tasks under tight deadlines.

location: North Chicago, Illinois

job type: Permanent

salary: $155,000 – 168,000 per year

work hours: 8am to 4pm

education: Bachelors

responsibilities:

+ Within the Global Process Organization (GPO), act as the global point of contact for respective process area and provide leadership and process expertise for relevant