Senior Director Business Transformation & Process Digitization – Implementation
Department: ES International
Reporting to: Vice President BPI & Process Automation
The Senior Director Business Transformation and Process Digitisation- Implementation will be a member of the ES International (ESI) Business Transformation and Process Digitisation Leadership team reporting directly to the Vice President Business Process Improvement & Process Automation ES International. He/she will work with and collaborate directly with the ES International Business Transformation/Process Digitization teams, and the central and business unit Service Delivery teams as well as other functional teams. The role will include responsibility for leading Business Transformation and Process Digitisation across all areas of Implementation for ESI. He/she will have no direct reports. This role will have high visibility with executive management and in country Senior Leadership teams and requires mature leadership and strong change management and influencing skills.
Actively identify, take ownership and drive all Implementation process transformation and process digitisation initiatives
Ensure the execution of all the ESI process transformation and process digitisation Implementation initiatives are delivered on time
Ensure the delivery of all the ESI process transformation and process digitisation Implementation initiatives identified benefits are delivered — any exceptions to be investigated and approved by respective business unit Finance, Implementation Leaders and VP Process Improvement and Process Automation
In depth understanding of the end to end Implementation process in every business unit including essential process data and technology utilized
Create, facilitate and maintain an ESI Implementation process transformation and process digitisation community
Utilise process improvement methodology and technology solutions such as Lean Management, Six Sigma, Business Process Management Systems (BPMS), Robotic Process Automation (RPA) and other suitable approved technologies to positively improve the client experience, bottom line and reduce security incidents
Establish and implementing a rigorous and robust approach to standardise the ESI Implementation processes
Ensure all Implementation process transformation and digitisation activities are aligned with ESI Service Delivery strategy
Understand and leverage global best practices to accelerate development and deployment of solutions to optimize the ESI Implementation processes
Establish and implement standard delivery methodology for all Implementation process transformation and process digitisation initiatives
Establish and implement a standard approach to successfully manage all required changes for effective delivery of new and live Implementation initiatives
Share ESI Implementation process transformation and process digitisation best practice across ESI
Ensure professional and scheduled communication of all Implementation process transformation and digitisation initiatives including initiative status, KPI improvement, recognizing success and pipeline of activities
Use appropriate project management tools and metrics to coordinate projects, track progress and measure all KPIs
Influence and collaborate with ESI Implementation business leaders and associates to drive adoption of new and existing Implementation initiatives
Ensure all ESI process transformation and process digitisation Implementation Initiatives are reported and tracked in PlanView in accordance with ESI standard
Lead any other assigned projects or initiatives as agreed with the Vice President BPI & Process Automation.
Be the single point of contact for all ESI Implementation process transformation and process digitisation initiatives
Critical Success Factors:
Ability to influence & collaborate with associates at all level
Ability to handle resistance to change
Ability to remain focused and base all decisions on facts and data
Ability to identify Process Transformation and Process Digitisation opportunities
Ability to manage in a matrix organisation
Ability to communicate at all levels
Ability to remain positive even in the face of adversity
Ability to challenge established processes or procedures
Positive attitude with high energy
Driven to finding solutions to problems
Passionate about delivering results and achieving targets
Innovative and Creative
Specific Skill / Experiences:
Extensive experience in successfully executing on Process Transformation and Process Digitisation initiatives
High level of ability to collaborate and communicate effectively at all levels of the organization
Able to maintain effective relationships with Business unit leaders, associates and a central service delivery organization.
Excellent decision-making skill set.
Display very high levels of energy, resilience and maintaining a positive outlook even in the face of adversity.
Able to motivate and engage associates at all level of the organization.
Must be able to challenge the status quo and influence multi-directional and non-linear relationships.
Must be able to clearly articulate the Implementation Process Transformation and ESI Service Delivery strategy and obtain buy-in from the ESI Business Units.
Willing to lead challenging, untested, cross functional new projects
Must be "marketplace" informed
Must have a passion for using technology to drive process efficiency.
Must be able to institutionalize Business Transformation and Process Digitisation.
Excellent planning and organizational skills with strong inter-personal communication skills.
In depth knowledge of project management tools and methodology.
Excellent process improvement, time management, presentation and organizational skills.
Excellent facilitation skills
Passion for improving the client experience with a relentless drive towards flawless execution and making positive change happen.
Able to adapt style to different working environments, situations and cultures.
Immediate Manager: Vice President BPI & Process Automation — ES International
Direct Management Reports: None
Location: ES International
Qualifications and experience:
Degree or equivalent
Lean Six Sigma qualified
8 years’ experience in Operations within a large multi-national company
Held a senior position requiring extensive application of Process Reengineering and Project/Program Management
Extensive experience in Process Improvement and Change Management with a proven track record in delivering results.
Ability to demonstrate successful application of process digitization technology incl. RPA and BPMS preferred
Experience working at a senior level in an international environment.
Must be fluent in English, additional language preferred.
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