Process Architect

Globe Telecom, Inc.; Cebu City; On-site; PHP 1,500,000 - 2,600,000; Full time

Job summary

Globe Telecom, Inc. in the Philippines seeks an experienced Transformation Strategy Lead to drive the XDT program and bridge CX, IT, Network and Business units. You will identify gaps, size impact, and shape improvement plans aligned with business growth.

You will enable Globe’s Process Community (300+ leads) through standards, taxonomy, tools, and programs, fostering grass-roots simplification with measurable CX and financial benefits.

Responsibilities

• Steer and advocate for the XDT transformation agenda with leaders of business and enabling groups by linking CX, IT, Network and Business; identify, size, and plan improvements for key process gaps affecting CX and growth.
• Lead and co-lead cross-functional teams in process transformation and simplification initiatives with Process Owners.
• Steer Globe Process Community to select and plan integration of new standards and best practices.
• Plan and execute enablement programs that champion grassroots process simplification and continuous improvement.
• Use benchmarking and industry research to assess fitness and benefits for Globe adaptation of standards and best practices.
• Conduct periodic meetings with the process community to align and analyze performance versus customer success measures and process KPIs.
• Lead a team of Process Architects to diagnose, design, and implement improvement plans aligned with CX Northstars.
• Define end-to-end process (level 3) and supporting activities (level 4) mapped to customer experience, ensuring accountability and KPIs.
• Utilize VOC/VOE/VOP to support improvements and ensure experiences are delivered to customers and documented in blueprints.
• Test and validate process blueprints through prototypes with the community and assess benefits of changes.

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description This role will actively be advocating the transformation agenda of the XDT by linking and bridging our CX, IT, Network and Business in ensuring key process gaps negatively impacting CX and detailing business growth are identified, sized and improvement plans are in place and followed through. This role will also lead the enablement of Globe’s Process Community composed of 300+ process leads, architects and actors through process standards, taxonomy, tools and programs that will advocate for grass roots process simplification that will yield financial and CX benefits from simpler and more streamlined processes, and more equipped process people within Globe.

DUTIES AND RESPONSIBILITIES

Transformation Strategy Execution

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.

Process Governance and Process Community Champion

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.

Process Architecture/Design Lead

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
• 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.

Work Design Facilitation and Service Blueprinting

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.

Equal Opportunity Employer

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. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.