Who are Experian? In a faster, more complex world, where millions of interactions take place every minute of every day, our data and analytics help people, businesses and organisations protect, manage and make the most of their data, creating better business outcomes and building stronger customer relationships.
We are currently recruiting a Senior Process Manager to join our Global Service & Delivery Team.
The Senior Process Manager will be responsible for ensuring that Experian's Delivery & Service processes have been optimised & embedded across the global & regional teams and will be expected to provide leadership in improving existing process designs, embedding process change and setting up performance metrics to monitor and continuously improve the way we work.
The primary goal will be to deliver high levels of client satisfaction and operating efficiency through efficiently executed, end-to-end, process improvement plans. It will also work very closely with our Innovation Team, identifying, piloting and implementing process automation to drive efficiency & quality across the delivery lifecycle.
Overall this role is fundamental to ensure that the business meets its objectives, exceeds customer expectations and demonstrates continuous improvement resulting in high levels of client satisfaction.
Key Result Areas
• Global DA Delivery & Service Process Owner - Providing leadership for global / regional / local process improvement, future state design and implementation across our diverse regional teams. • Responsible for developing & driving Process Re-engineering best practices across our delivery lifecycle, and in conjunction with our innovation team • Ensuring DA process & best practice aligns with process activities across other relevant Experian business lines. • Identifying opportunities to automate process steps and take advantage of the forthcoming Innovation plans and integration between Salesforce/ServiceNow/JIRA and other associated systems • Responsible for creating/updating a library of process tools and templates (process charts, improvement opportunities, templates) and making sure this is well organised and accessible to all regions & functions. • Understand systems, processes and can translate business requirements, produce process maps and introduce best practice • Ensuring processes have been tested prior to launch/enhancement using accepted best-practice methods • Ensuring that processes have in-life owners with the knowledge, capacity and authority to secure resources and drive improvement plans • Ensuring process adherence across diverse matrix teams through appropriate controls and KPI measurement/management • Taking high-level process definitions down to a level of detail that will enable functional job descriptions, procedures and systems to be written/designed and tested.
• Influence a wide group of stakeholders across Global DA and regional teams. • Working closely with other managers in the group to help, guide and have input into process reviews and regular team meetings. - Degree Level or relevant experience and a proven track record in process management. - Experience / qualification in Business Analysis / Requirements Engineering - Experience / qualification in Agile Process Methodology - Lean Six Sigma - Should be fluent in written and spoken English.
Special skills/training needed to perform job or operate equipment competently • Process Reengineering Specialist - Lean Six Sigma Green/Black Belt or equivalent demonstrable experience with proven optimisation examples • Process and technical capabilities such as Process analysis, mapping and modelling resource. • Proficient in process definition and modelling, process improvement and/or process re-engineering • Experience of process automation frameworks and technologies (BPM, RPA, ML, AI) • Understanding of software development lifecycle. • Root cause analysis to identify solutions to problems / issues. • Experience of using agile project delivery methods. • A sound grasp of project management techniques and have acquired demonstrable experience of running change projects. • Proven experience of working in a global and matrixed environment • Previous experience in B2B enterprise software or data analytics for clients, and experience in regulated industries would be an advantage • Ability to build, manage and maintain long-term relationships with key stakeholders • Customer and output focused; • Excellent written and oral communication and influencing skills, with the ability to present process improvement opportunities effectively; • Capacity to pro-actively transfer knowledge, train and mentor other resources in the company;
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