Process Excellence Manager

Fulltime, -

Shanghai, China Apply Now Apply until: 30 Jun 2021

Key Accountabilities

    Drive and deliver Continuous improvement for Customer Service function

    Develop and maintain process descriptions (Business Process Mapping) in cooperation with Commercial Excellence lead

    Initiate & lead Continuous improvement initiatives, incl. change management 

    Developing and managing performance


Key Activities

  1. Continuous improvement for Customer Service and Sales processes.
  2. Develop and maintain process descriptions
  3. Initiate and lead Continuous improvement initiatives, change management
  4. Super Key-User for Customer Service and Sales systems
  5. Super Key user for (SAP, SAP BPA, Customer Portal and Digital Archiving)
  6. Coordinate and direct Key-Users where applicable
  7. Review and support/continuous improvement KPI reporting
  8. Training of users
  9. Scout new functionalities and make proposals for our processes to regional CSM and implement when agreed
  10. Share best practices across regions
  11. Assure all working procedures are documented, maintained staff is trained.
  12. Coordinate digital archiving process
  13. Align with the Center of Excellence
  14. Support new process implementation



    Work Scope Experience: Has been exposed to working and impacting in 1 or 2 countries

    Business Line Experience: Recommended

    Functional Experience: Recommended

    Project Experience (Change Management): Has led functional/change management projects

    CI Brown Belt level is a plus


Key Competencies

    Creates customer value

    Drives operation excellence and leads change

    Builds connections

    Inspires and engages others

    Set the example

Vacancy data
Closing date
30 Jun 2021
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