DigiTOP - Intelligent Automation & Command Center Lead

Retained organization department heads, Business Process Owners, Service Delivery Leads, Regional Delivery Leads.

Finance, HR, and IT Business Partners, Innovation, RPA, and Technology Development Leads to enable Process Digitization Initiatives and setting up Process Performance Command Center

External: Consultants supporting the program, potentially BPO service partners in the future

Until the organization reaches a proper level of maturity, a majority of the Continuous Improvement Lead responsibilities will be dominated by identification of Intelligent Automation and Command Center initiatives for functions that are able to migrate to the organization. He/ She will partner with the Services Deliver Leads of various service lines.

He Build Out and Strategy State:

Identity process digitization opportunities to enhance provision by reviewing and revising processes, tools, and standard operating procedures and establish Process Performance management Command Center:

- Assisting to set the strategy for RPA and Inhouse Automation (Excel, Access and VBA) Project

- Responsible for providing RPA and Inhouse Automation solution for as is process post feasibility check

- Responsible for supervise the BOT control room performance managed by technology team

- Intelligent Automation COE visual management and building process digitization DNA among Shared Services Team Members

- Set the direction / focus for customer service and business partnering , by refining and communicating customer service performance standards, measures, and goals that are world class and best serve the needs of the customers

- Participate in continuous improvement strategic planning alongside Service Management, Operations, Business Process Owners, and Service Delivery Leads to articulate challenges, threats, and opportunities to senior audiences and when appropriate, the broader population, and explore solutions with leaders.

- Work alongside Project and Portfolio Management Lead to maintain transparent communication channel with the Delivery leaders by summarizing and reporting on COE updates and issues

- Reinforce the use of visual management and other operational excellence proven methods to instill a data-driven and customer-centric culture.

- Provide visibility to areas of risks, inter-dependencies of or conflicts with other business units and regional efforts and recommend and/or implement solutions to address any issues/risks or conflicts.

- Understand and shape leading, and emerging practices based on industry trends and external market intelligence to proactively drive value and high performance.

- Maximize performance delivery by ensuring innovative, best-in-class process structures are in place for the organization to reach target metrics, by identifying continuous improvement and automation opportunities and driving implementation of initiatives that will best help the organization increase process efficiencies and better enable a customer-centric approach.

- Establish and maintain strong business partnerships / close coordination with Service Management, Operations, and Continuous Improvement Lead, Business Process Owners, Service Delivery Leads, and Project Management and Portfolio Lead to provide value case for continuous improvement initiatives, tracking value realization initiative performance against targets and goals.

- Work alongside Project and Portfolio Management Lead to maintain transparent communication channel with the Service Delivery leaders by summarizing and reporting on COE updates and issues.

- Reinforce the use of visual management and other operational excellence proven methods to instill a data-driven and customer-centric culture

- Keep informed of industry and regulatory trends and prepare the organization to respond effectively to the changing business environment.

- Understand and shape leading, and emerging practices based on industry trends and external market intelligence to proactively drive value and high performance :

Knowledge Skills And Experience:

- Significant process digitization experience driving large, complex projects to successful completion in a global environment

- Experience designing processes digitization solution and evaluating and quantifying efficiency levers

- Project management experience, multi-functional team management/collaboration experience, and authority to drive alignment towards a truly customer centric mindset

- Quick to identify risks and develop mitigation plans

- Demonstrated high potential to serve as a thought leader for the organization through process improvements

- Drive to assess markets and trends in business services

- Ability to translate market trends into potential areas of opportunity for SSC organization

- Excellent problem-solving and conflict resolution capability

- History of successfully delivering results in a global, cross-functional environment

- Strong business acumen and curiosity

- Strong attention to detail and extensive thoughtfulness that can drive development of value cases, and track value realization

- An understanding of Shared Services operating models; experience in a Shared Services organization

- Working knowledge of leading practices in Shared Services (e.g., SLAs, KPIs, metrics, and reporting)

- Strong understanding and hands-on proficiency of enabling emerging technologies (Blue Prism, Automation Anywhere, IQ BOT, Document Automation, Power Automate, Advance Excel, Access, SQL and Chat GPT) required to support a shared service organization process digitization

- Strong communications and presentation skills, the ability to make the complex, detailed information clear and actionable, as well as strong influence management skills to gain alignment and commitment

Competencies:

- 100+ Process Digitization Leading exposure using emerging technologies e.g. Blue Prism, Automation Anywhere, IQ BOT, Document Automation, Power Automate, Advance Excel, Access, SQL and Chat GPT

- Delivery of Command Center / BOT Control Room Hyper automation to track and report human/machine performance and KPIs for leading Finance and HR Services SSC / BPO Organization

- Expertise in Tableau / Power BI

- Six Sigma Green Belt / Black Belt Certified

- Operational Competencies: Significant background in and high degree of expertise in Lean Six Sigma Continuous Improvement

- Leadership Competencies: Clear written and oral communication skills, Open and able to drive cultural change, Proactive, action- and result-oriented, People and team developer High-performing problem-solver, Strategic, critical thinker, High degree of passion for establishing a customer-oriented mindset, Knowledge of organizational operations, and key drivers of operational success, Significant alignment to a continuous improvement-oriented mindset

- Technological Competencies: extensive knowledge of current Shared Services enabling technologies, and process automation technologies required to enable the ITC Shared Services, Experience leading process improvement initiatives using proven methodologies (e.g., Six Sigma. Business Process Improvement, LMS, etc.)