Customer Service - Process Lead

Thermo Fisher Scientific


Date: 2 weeks ago
City: Quezon City
Contract type: Full time

Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

Position Summary:

The Lead Advisor - GBS Global Process – Customer Care will play a key role, in contributing to the end-to-end optimal process design efforts across the Customer Care processes. The role holder will collaborate with various stakeholders to ensure effective and efficient process operations and identification and leverage of cross-process synergies. This role will help to fast track our journey with Generative Artificial Intelligence, turbo-charge our PPI activities and support our ‘Invest and Shift’ methodology during upcoming transitions. The Lead Advisor will contribute to the end-to-end designing of customer care processes in scope for GBS

Key Responsibilities:

  • Act as a business analyst: Gather, review, analyze and present business data to support strategic decision-making.
  • Create and optimize process maps: Use tools such as Visio and Promapp to develop detailed process maps and identify areas for improvement.
  • Drive continuous improvement projects: Lead mid-scale projects aimed at improving business efficiency and effectiveness.
  • Lead the ideation and embedment of gene.ai use cases: Lead brainstorming sessions and oversee the practical application of gene.ai within the business.
  • Take part in the Digital Transformation of Customer Care processes with focus on already managed processes by GBS and on any potential future processes to be migrated over

Requirements:

  • Bachelor's degree in a relevant subject area, Master's degree is a plus: Strong expertise in business, economics, or a similar team.
  • 3-5 years of experience in a similar role: A solid level of industry and role-specific knowledge.
  • Proficiency in Visio and Promapp is an advantage: Ability to create detailed and optimized process maps using these tools.
  • Leadership and project management skills: Ability to coordinate teams and manage projects, initiatives effectively.
  • Excellent analytical, communication, and collaborator management skills: Ability to analyze complex data, communicate effectively with various collaborators, and ensure high levels of collaborator happiness
  • Has a commitment to continuous learning and continuous productivity improvements
  • Excellent attention to detail required
  • Self-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment
  • Highly collaborative; aligns effectively with colleagues and business partners to deliver results

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Amazon Digital Designer – 3D & Visual Content

Adaptive Teams, Quezon City
1 day ago
Pixels sell products—and yours need to be flawless. We’re looking for a digital designer obsessed with crafting elite visuals that drive Amazon conversions and elevate brand presence online.Your renders and layouts should make shoppers click, buy, and remember. We don’t settle for generic. We want standout digital artistry that turns products into heroes. Portfolios are everything. Show us your Amazon...

Mon to Fri only - Inbound Call Center Agent 28k

Sapient Global Services, Quezon City
4 days ago
Easy and Fast One-day Hiring Process! Earn up to 28k monthly plus more benefits! We are looking for a Customer Service Representative in our Metro Manila Sites! This is for urgent hiring, don’t miss this opportunity and Apply Now!Responsibilities Answer incoming customer calls and inquiries Provide information and assistance to customers Resolve customer complaints and escalate issues as needed Maintain...

Process Engineer (BS Chemical Engineer)

Dempsey Resource Management, Quezon City
4 days ago
Educational Background BS CHEMICAL ENGINEERING (MUST BE LICENSED)WITH EXPERIENCE IN WATER/WASTE WATER TREATMENT IS A MUSTJob DescriptionMeeting with production managers to assess existing processes.Drafting process ideas to reduce costs and improve production rates.Performing risk assessments.Designing and testing process upgrades and new process systems.Ensuring processes comply with safety and quality standards.Performing process simulations and troubleshooting issues.Performing optimization tests.Developing routines and best...