The Role:
The Global Service Design Lead is the Operational Design expert responsible for driving the design, construction and implementation of new/alternative servicing models for the FCM brand, ensuring these can be scaled globally. This new and critical role in the FCM brand will work closely with a wide range of stakeholders, including Finance, Operations, IT and Corporate Technology. The successful applicant will have a blend of Operational Design & Project Management skills, which will pave the way for the first project in 2022 – the European Service Hub.
Accountabilities:
Operational Design:
• Provide Business Cases & ROI documents for investment approval• Identify and document high level business needs and requirements• Facilitate requirements workshops, documenting detailed functional, technical reporting & workflow requirements• Document to-be workflows from end to end and detail customer and stakeholder journey in new service model• Produce estimates for communication and sign off by stakeholder groups
Project Management:
• Oversee ‘build’ phase of new servicing models following Executive Team signoff and approval• Manage various stakeholders on project and ensure timelines and deliverables are adhered to• Provide regular project updates, feedback and visibility to senior stakeholders• Escalate and articulate project risks where required and document changes or decisions
Key Capabilities:
Excellent Communicator
Technical Aptitude
Operational & Business Process
Project Management
Upholds Company Philosophies and Culture
Makes effective decisions
Qualifications/Experience:
Minimum 2 years proven success in current/previous role
Bachelors/Master Degree- desirable