Global Process Management Lead

AXA Group Operations; Puchong; On-site; MYR 100,000 - 140,000; Full time

Job summary

A leading insurance firm in Malaysia is seeking a Global Process Owner to enhance ITSM processes. This role requires a strong understanding of ITIL, analytical and problem-solving skills, with 1–3 years of relevant experience. You will manage data structures, facilitate process design, and support operational teams, focusing on continuous improvement and compliance. Join a diverse team committed to innovation and excellence in service management.

Benefits

Diversity & Inclusion initiatives

Career development opportunities

Health insurance

Qualifications

• 1–3 years of relevant working experience in process design and improvement.
• Understanding of IT Service Management and ITIL.
• Experience presenting to Executive Management.

Responsibilities

• Manage the processes connected with the data structure in our ITSM tool.
• Provide expert support to other process owners.
• Lead process design and validation workshops.

Skills

Analytical skills

Problem-solving skills

Fluent English

Collaboration

Attention to detail

Tools

ServiceNow

MS Excel

PowerPoint

Power BI

Job description

Context

In the Process Excellence team, we use agile ways of working to deliver, manage and continually improve our standardized global IT Service Management Processes. We are looking for a new global Process Owner to take responsibility for the policies, processes and operation of our ITSM Data & Configuration Mgt. This is a role with significant scope and potential to evolve how we use our toolset to support the ITIL processes and how this can drive improvement in our Quality of Service. AXA GO strategic priorities include improving Operational Excellence and simplification. As a Global Process Owner in AXA GO you will be key to delivering this ambition within IT Service Management.

Main Missions

Be in charge of the processes connected with the data structure in our ITSM tool.

• Providing expert support to other process owners and key stakeholders in how the data model should be managed and evolved to meet our strategic objectives.
• Manage the relationship with the global product.
• Identify, own and drive improvement projects for data management.
• Own the alignment between the tool and process roadmaps, identifying opportunities to drive bilateral improvements.

Be In Charge Of Process Conception And Validation

• Apply knowledge acquired on process modeling notations to various forms of documenting processes.
• Coordinate and lead process design / process requirements (e.g., prepare and animate workshops, design process, demos).
• Understand and measure the operational impacts of the process in its context.
• Facilitate process approvals for newly defined or amended processes (e.g., drive validation workflow, refine process documents).
• Analyze business steps and processes to enable easy determination of their constituents.

Process Deployment and Compliance

• Adapt / Decline in its operational context the standardized process: ability to make process modeling concept concrete.
• Produce proper process documentation including operational procedures.
• Build / fulfil prerequisites (tooling, training, process interfaces…).
• Educate people that are responsible for the operation and management of various business processes.

Carry Out Professional Measuring and Monitoring

• Produce and monitor process KPIs.
• Communicate the KPI measurements.

Identify, Propose and Implement Improvement Actions

• Prepare and lead process reviews / audits with process owners.
• Identify process and tooling that needs improvement.
• Manage and coordinate the improvement actions and changes.

In Operations Mode

• Manage the relationship between the ITSM product and the process/operations teams. This includes responsibility for all demands and enhancements needed to further the evolution of our operations.
• Take the lead on behalf of the department in assessing new product features against our process roadmaps, as well as identifying opportunities to improve processes through adoption of new features.
• Accountable for driving improvements in the data structure in our ITSM toolset and supporting the overall reporting of our SLA’s and KPI’s.
• Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates.
• Support the creation and be responsible for the publishing of any knowledge articles necessary to support the process deployment.
• Deliver all process KPI and efficiency reporting as necessary.
• Manage any agreed ServiceNow enhancements for the process (definition, testing, deployment information).
• Contribute to PASS (Process Adherence Study & Survey) initiatives.
• Give support/training to operational teams / new joiners for the correct implementation of the process.
• Support Global Process Operations in all necessary Governance Boards, including development of the necessary inputs (board pack) and outputs like minutes/actions/plan updates.
• Support any required actions as a result of audit and own relevant remediation tasks.

Experience

Expected Skills & Experience

• Actively worked with global IT Operational teams.
• Preparation and delivery of training.
• Remote working environment.
• Understanding of IT Service Management/ITIL foundations level.
• 1–3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization).
• Presenting to Executive Management & subsequent follow‑up.
• 3+ years working within ServiceNow.

Technical Skills

• Strong analytical and problem‑solving skills, numerical insight, ability to think of new solutions (“outside of the box”); rigor in fact base / data analysis.
• Quality Management.
• Expert user of ServiceNow – with an understanding of the data model and best practices.
• Working knowledge of IT Service Management.
• Fluent English (written and spoken).
• MS Excel, Powerpoint, Word, Visio, PowerBi.
• Agile methods (Scrum, Kanban, design thinking (UX) and tools (Jira)).

Soft Skills / Transversal Skills

• Agility & ability to learn.
• Collaborative working.
• High level of proactiveness and taking initiative.
• Active listening.
• Pragmatic thinking.
• Excellent communication skills, with the ability to influence & persuade.
• Strong attention to detail.
• Prioritization and planning skills.

What We Offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.

About The Entity

AXA is becoming a sustainable tech‑led company and at AXA Group Operations we are one of the major catalysts for this transformation. We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution. We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary. At AXA Group Operations, we want to be recognized in three fields of action:

• State‑of‑the‑art Data Technology to drive customer experience.
• State‑of‑the‑art Procurement & Sourcing to drive efficiency and better manage risks.
• High‑Performing Global Team for stronger partnerships with AXA entities.

About AXA

As a world‑leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.