Lead Process Architect – Transformation & Standards

Globe Telecom; Taguig; On-site; PHP 1,500,000 - 2,000,000; Full time

Job summary

Globe Telecom is seeking a senior Transformation Lead to drive the XDT agenda by linking CX, IT, Network and Business, identifying gaps, sizing them and delivering improvement plans. You will lead cross-functional teams and champion process transformation across the organization.

You will also enable Globe’s Process Community of 300+ leads, architects and practitioners, promoting grass-roots process simplification, standardization and continuous improvement to achieve CX and financial benefits.

Responsibilities

• Steer and advocate for the XDT transformation agenda with leaders of business and enabling groups by linking and bridging our CX, IT, Network and Business in ensuring key process gaps negatively impacting CX and derailing business growth are identified, sized and improvement plans are in place and followed through.
• Lead/Co-lead cross functional teams in the execution of process transformation and simplification initiatives and programs together with Process Owners.
• Steer Globe Process Community to select and plan for integration of any new standards and best practice methods
• Plan and execute intentional enablement programs that will champion grass roots based process simplification and continuous improvement
• Use benchmarking services and industry research into both current and emerging process standards and best practices and assess fitness and potential benefit for Globe adaptation
• Conduct periodic meetings and reviews with process community to align and and conduct performance analysis of process vis-a-vis experienced delivered by looking at both customer success measures and process metrics
• Lead a team of Process Architects in enabling process groups to diagnose, design and solution process improvement plans based on insights from baselining and different stakeholder views while incorporating business and CX Northstars.
• Develop process architecture standards to bring consistency to process solutions including but not limited to - Policy, Standards, Process, Roles and Accountability, Automation, Inter-process linkages, Control Objectives, Metrics/KPIs and Maturity guidelines
• Define end-to-end process (level 3) and supporting activities (level 4) mapped to specific customer experience being supported with alignment to process owner to ensure acceptance of accountability and KPIs and metrics
• Uses VOC, VOE and VOP to support improvement initiatives and ensure experiences are being delivered to customers
• Collaborate with process owners to develop and maintain process blueprints, aligned with process models; to operate as guidebook for future process development requirements; and book of record for implemented process improvements
• Collaborate with process owners in planning and defining process development roadmaps; which will guide process releases
• Facilitate workshops to gather input on process roadmaps to gain input and development support from various process practitioners and management
• Synthesize output from workshop sessions to come up with service blueprint
• Test and validate process blueprints developed into prototypes with process community to solicit input and expertise
• Conduct periodic health checks against process blueprint to assess the integration of previous process change into BAU operation to measure actual benefit realization from improvement releases
• Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Job description

Globe Telecom is seeking a senior Transformation Lead to drive the XDT agenda by linking CX, IT, Network and Business, identifying gaps, sizing them and delivering improvement plans. You will lead cross-functional teams and champion process transformation across the organization.

You will also enable Globe’s Process Community of 300+ leads, architects and practitioners, promoting grass-roots process simplification, standardization and continuous improvement to achieve CX and financial benefits.