Job ID: R-24355
Location: 6th of October city, Giza Governorate
Date Posted: 14/10/2021
About the role
The Process Architect will drive the documentation, development and streamlining of cross functional processes and systems enhancing speed and accuracy, improving efficiency, effectiveness, service quality and customer satisfaction, and reduce operational costs within the dedicated function/department across the Europe, UKI & NAMETRUB Regions. You will play a crucial role in continuous process improvement and standardization, identifying root causes of the issues and driving resolution while liaising between the business unit and other functions/departments.
Job Responsibilities
You will be a key part of a diverse and strategically important team that prides itself to provide innovative solutions in high-profile, complex projects on behalf of our clients and to bring inventive new approaches to our services and existing ways of working. Working alongside colleagues from the wider Europe, UKI & NAMETRUB Regions Your responsibilities will be the following:
Lead continuous improvement/optimization of e2e processes/services in the EX-Hub, facilitate successful implementation of new services; promote the process toward an automated environment.
Facilitate workshops between business and technical stakeholders, to map out current state and devise future state processes.
Lead coordinate and manage virtual project teams; apply Lean & Six Sigma DMAIC Methodology to assess current process gaps and quantify wastes.
Identify key Customer Care workflows (e.g., process steps, tools, touchpoints, owners).
Define key performance indicators to diagnose gaps, opportunities, and root causes.
Assess the existing state of Employee Experience processes, identify gaps, opportunities, main sources of waste.
Define a measurement and reporting approach to help us understand performance of each process and identify improvement opportunities.
Develop and document standardized processes (SOPs) for key Customer Care workflows and implement while partnering with Ops leadership and Training.
Propose an optimization approach for key processes (e.g., waste elimination, automation, performance), prioritize main processes and optimize.
Create, introduce, and foster a culture of continuous improvement, implement a process (e.g., kaizen) to identify, implement, and govern CI opportunities.
Job Qualifications:
- Educational & Job Qualifications
Bachelor’s degree in relevant field, Master’s/MBA preferred.
5-8 years’ experience in operations process improvement using analytical problem-solving methodologies such as Lean Six Sigma DMAIC with proven results.
Strong knowledge of eTOM service framework and e2e process mapping of current state and future state Journeys.
Quantifiable track record of successful process optimization projects with quantifiable savings (AHT down lift, more for less , more for same …etc).
Excellence in re-engineering processes from scratch and is open to suggestions and experimentation.
- Technical Qualifications
Fluency in English Language (written and spoken).
Lean Six Sigma Green/ Black Belt training certification is a must.
Proficiency in using Microsoft Visio or other related process mapping documentation platforms.
Excellent Workshop facilitation with ease; corner stone of this role is leadership of process mapping workshops with global stakeholders.
Adept at seeking out and building solutions around first-hand customer experience; secures trust through effective relationship management.
- Behavioral Qualifications
Experience acting as a Process Champion and seeing initiatives from concept to Business case and continue through till Delivery.
Ability to make courageous recommendations, communicate, and influence across functions and levels to drive significant organizational change.
Experience using advanced Excel, SQL and relevant data analysis software.
Excellent written and verbal presentation skills with ability to dynamically translate theory into practical application.
Consultancy, negotiation, influencing and presentation skills.
Analytical, problem solving and time management skills.
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
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