Jr Process Architect

3 weeks ago

Cebu City, Central Visayas, Philippines Globe Telecom, Inc. Full time

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting passionate individuals who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The role involves supporting the design and continuous improvement of business processes through facilitating workshops, analyzing data to establish baselines, aligning with CX and operational goals, and collaborating on service improvement initiatives to enhance KPI performance and process sustainability.

Key Responsibilities
  • Work Design Facilitation and Process Baselining: Leverage VOC, VOE, and VOP to drive improvement initiatives and ensure consistent delivery of customer-centric experiences. Partner with the Process Architect to design and maintain the process development roadmap aligned with strategic release planning. Facilitate workshops with process practitioners and management to gather insights and prioritize process improvements. Synthesize outcomes into actionable documentation and validate improvements through testing and implementation checks. Conduct regular process health checks against KPIs to measure effectiveness.
  • Process Improvement Partner: Develop and maintain end-to-end Level 3 processes, monitor key process KPIs, and serve as the custodian of process integrity. Co-lead service improvement initiatives focused on customer experience and KPI outcomes, providing methodology, strategic guidance, and coaching. Measure critical KPIs periodically and recommend automation and capability enhancements to improve process performance.
Equal Opportunity Employer

Globe promotes equal opportunity in its hiring process. Discrimination is not tolerated at any stage, including posting, selection, and interviews. Our Diversity, Equity, and Inclusion Policy can be accessed here.

Make your passion part of your profession. If you're ready to share our purpose of creating a Globe of Good, explore opportunities with us.

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