Director, Global Process Owner

Michael Page; Taguig; On-site; PHP 5,400,000 - 6,600,000; Full time

Benefits offered by this job

Long-term incentive plan

Hybrid working culture

Global team

Job summary

Michael Page is seeking a Global Process Owner to manage projects across regional teams in healthcare manufacturing. This role involves crafting strategies for process efficiency in technical and customer support, leading digital transformation initiatives, and mentoring a global team. Ideal candidates should have proven experience in a related industry, with strong communication skills to engage stakeholders across multiple regions. The position offers a competitive salary up to PHP 6 million, a long-term incentive plan, and a hybrid work culture.

Qualifications

• Proven GPO experience in the healthcare manufacturing industry.
• Strong track record in driving design for reliability and compliance.
• Ability to influence diverse stakeholder groups.

Responsibilities

• Manage global technical support/customer support processes.
• Lead and mentor a global team.
• Drive digital transformation using automation and AI.

Skills

GPO experience in Shared Service, GBS, MedTech

Digital-first value creation

Exceptional communication skills

Stakeholder engagement across cultures

Driving Design for Reliability & Governance

Job description

• Global Process Owner role that will manage projects across regions.
• Focus in automation related processes to improve Technical Support & CS

About Our Client

This is with a well-known, multinational Global Business Service (GBS) in the healthcare manufacturing industry. They are known for their commitment in innovation, building healthcare products that aims at enhancing patient outcomes and well-being.

Job Description

As Global Process Owner, you'll architect and own the end-to-end technical support / customer support process for the enterprise wide. Your scope will cover: training & QA, documentation, process excellence, and technology transformation. You will lead global team covering Asia, Europe and North America; and will be working with Global Heads across different departments to bring about process efficiency.

Engage Stakeholders & Architect the Future

• Build strong partnerships within Tech Support / CS and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.

Design Global Standardization

• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.

Faciliate Digital Transformation & Innovation

• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.

Lead empowered global teams

• Lead, mentor, and energize an experience global team,
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.

The Successful Applicant

A successful Director, Global Process Owner should have:

• You are a strategic operator with proven GPO experience in similar industry, either Shared Service, GBS, MedTech
• You excel as a digital-first value creator, leveraging different technology solutions to modernize support and drive measurable business outcomes.
• You have a strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance
• You possess exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• You enjoy and willing to work in a hands-on, dynamic and fast-paced environments.

What's on Offer

Competitive offer up to PHP 6 million in basic salary, a long term incentive plan, hybrid working culture, global team, and an organization ranked in the Top 10 of Forbes "Best Customer Service".