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Process Improvement Manager OTC

Date:  Nov 21, 2021
Location: 

Bucharest, RO

Company:  MolsonCoors_GBSRomania

Requisition ID: 17198

This role will work with the business units, BPE, PMO, IT/HRIS and GBS teams across centers  to develop and deploy improved operational performance across Order to Cash processes in scope for GBS. Addition to that, the role will develop an effective continuous improvement program across GBS Order to Cash teams, to enable a fritctionless, cost effective delivery model and improved user experience for all services rendered.

 

Key Responsabilities

Service Delivery:

  • Ensure that processes are mapped and reconciled with tower service catalogues. Create a mechanism to regularly update the inventory of maps created to reflect accordingly changes in scope serviced, ways of working and controls maintained
  • Act as custodian of process documentation at tower level (process maps, QRGs, SOPs)
  • Design the functional training curricula for the tower, develop training materials, learning paths and control mechanism around knowledge on the floor
  • Be accountable for updating existing process documentation with leassons learnt and process changes identified from  escalations and audits
  • Develop KPI’s, reporting standards and monitoring tools as needed
  • Benchmark of tower KPIs against industry standards on the basis of need
  • Contribute to improvement of the process control enviroment looking at escalations, issues and audit findings and proposing remediation plans and new /enhanced controls where required
  • Support other towers while executing similar projects by sharing best practices and lessons learnt and/or leading specific cross-functional initiatives on the basis of need. 
  • Provide guidance in handling complex and/or cross-functional problems and work with other functional areas in resolving escalated complaints or disputes

 

Process Standardization and Optimization

  • Partner with business and process owners on broader end to end standardization initiatives and lead process standardization and harmonization for services contracted
  • Drive GBS Order to Cash continuous improvement agenda (efficiency, quality, compliance) and partner with Continuous Improvement core team and RPA COE for cross-functional inititives
  • Lead specific CI projects within the tower (opportunity identification, business case development, ideation and solution implementation)
  • Identify the risks and gaps in data integrity to enable proper interfacing between multiple systems. Design specific controls to enable proactive identification of potential data discrepancies between various systems
  • Coordinate periodic FTE sizing exercises and report-out findings and recommendations

 

Process Transformation

  • Contribute to technology deployments and tool implementations in the floor 
  • Support global and regional projects during migrations, from baselining to steady state, performing solution fit/gap analysis and proposing remediation actions for exceptions identified
  • Act as SPOC for new process implementations/changes

 

Team Management resposibilities

  • Complies with the Molson Coors human resources policies and practices to retain employees, evaluate performance, motivate and grow talent
  • Holds meetings to review individual and team performance with his/her team
  • Comes up with action plans and guides team members to apply them; sets-up personal development meetings with team members
  • Is responsible to set-up team meetings to find opportunities for process improvement and for developping team talents
  • Is involved in handling difficult situation in his team team
  • Is fully responsible with his/her team introducing in time and accurate all information related to salary, holiday, bonuses and other human resources processes, including health and safety
  • Ensures that all team members understand their objectives and execute activities as per the roadmap 

 

 

 

Skills & Relevant Work Experience

Required

  • Minimum 7 years experience on  business processes management
  • Minimum 5 years experience with SSC/GBS/BPO/Big4 enviroment
  • Advanced degree of comfort within performance management frameworks (KPIs identification, root cause analysis, action driving and tracking)
  • Experienced leading improvement and transformational projects
  • English Language - Profficient level (B2 and above)
  • Experience working / implementing SAP, Workflows, other industry specific technology
  • Strong analytical skills and critical thinking capabilities
  • Strong change management skills
  • Strong communication and conflict management skills
  • Ability to coordinate and manage groups without direct reporting lines
  • Strong in relationship management and interpersonal skills with the ability to transfer knowledge simple and comprehensible.
  • Strong presentation skills (written and verbal), fit for senior stakeholder groups

 

Preferred 

Minimum 4 years experience on functional area in Order to Cash

 

Job Posting Grade: 12 

 

At Molson Coors we seek diversity. Differing perspectives lead to challenging the expected, which keeps new ideas bubbling up. We’re an equal opportunity employer and invite applications from candidates from all backgrounds, race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic. We take pride in celebrating our unique brew.