Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

The GBS Global Process Senior Analyst – Customer Care will play a key role, in chipping in to the end-to-end efficient process design efforts across the Customer Care process, including quoting, order management, customer master data and complaints management. The Global Process Senior Analyst will collaborate with various collaborators to ensure effective and efficient process operations and identification and leverage of cross-process alignments. This role serves as an incentive to our CC efficiency targets, improved customer experience and will partner with a range of collaborators including Customer Care teams outside of GBS, GBS Shared Services Operations, IT, PPI and Automation. The Senior Analyst is chipping in to the end-to-end designing of customer care processes in scope for GBS.

Key Responsibilities:

• Handle the development and maintenance of the end-to-end process taxonomy for Customer Care

• Partner with workstream leaders and the business to drive balanced end-to-end process improvements globally that align with business strategy

• Assess and articulate business requirements, analyze design options and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process

• Participate in Efficiency Governance Program including weekly workstream meetings along with Shared Service Operations, PPI, Automation, and IT

• Support global deployment and adoption of a standard end-to-end process within and across Shared Service Centers whilst minimizing the requirement for customization as required

• Collaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systems

• Support the definition of GBS Shared Services metrics and SLA portfolio for the Customer Care area

• Chip in to the CC enabling technology roadmap and solutions and ensure efficient use of existing systems

• Lead ongoing policy governance and compliance

Minimum Requirements/Qualifications:

• 5+ years of work experience with 3+ years of manager level experience with/within a shared services environment or in a consulting capacity

• Prior experience within the Customer Care area

• Previous Process Governance and/or Process Excellence experience

• Confirmed ability to communicate reliably with various levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organization

• Self-directed, dynamic and customer-centric change-agent who thrives in an exciting and changing environment

• Highly collaborative; aligns effectively with colleagues and business partners to deliver results while improving the success of all contributors

• Skilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of varied collaborators

• Has a dedication to continuous learning and continuous efficiency improvements

• Superb attention to detail required

• Eye for business to develop effective partnerships with key collaborators

• Process mapping capability preferably in Visio

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.