Director, Payments Management GPO

As Global Process Owners, your mission is to ensure the alignment, optimization, and governance of business processes across regions and functions by leveraging best practices, continuous improvement, and innovation, thereby fostering a culture of collaboration and accountability and transforming processes to deliver superior value, enhance efficiency, and support the strategic objectives of the organization on a global scale.

As Global Process Owners your vision is to create a globally integrated set of processes that empower our organization to consistently deliver outstanding results, drive sustainable growth, adapt at evolving to meet the dynamic needs of our business unlocking new opportunities for excellence and enabling exceptional customer experiences across all markets.

The Payments GPO will be responsible for world class process excellence that generates timely payments and drives a structured process to contact customers for payments and building strong relationships with customers to encourage timely payments. As well the GPO will be responsible for partnering with other GPO workstreams to ensure process and controls upstream support prompt payment practices. 

THE SUCCESSFUL CANDIDATE WILL fulfill the below job responsibilities to drive best in class payment process delivering on quality, cycle time and customer satisfaction outcomes. 

Ideal Candidate Requirements:

• Six Sigma certification, preferably Black Belt, minimum Green Belt.

• 15 years of experience, with a strong understanding of delivery.

• Background in the consumer banking industry.

Strategy and Planning - 

• Responsible for end to end process management and responsible for owning the thought leadership and vision of the process excellence.

• Delivering hands on and in-depth process diagnosis work products which includes understanding process maturity, metrics inventory, performance vs metrics, technologies, stakeholder sentiment

• Defining execution roadmap that will involve addressing as-is and future concepts, accelerates the success metrics and involves leading highly visible multidisciplinary teams or initiatives. 

Process Redesign and Improvements

• Provide thought leadership and ground breaking leadership thinking that challenge the art of the possible.

• Own process redesign which includes defining what constitutes process excellence and learning what excellent processes look like through market research, understanding available technology and lean methodologies. 

• Fully Responsible for delivering a prioritized opportunity list that drives process standards,  optimization service delivery outcomes and positive customer experience with Continuous improvement teams and MBB support.

• GPO will be responsible to drive and engage with continuous improvement teams, MBBs / Black belts and other GPOs to deliver detailed process analysis that isolate the biggest issues to resolve to achieve process excellence.

• Fully responsible to produce future state designs, process documentation, performance metrics / analytics and owns business cases to provide ROI and strategic value of redesign. 

Driving the Change Agenda

• Own communication roadmap for process redesign and improvements for customer excellence organization

• Responsible for gaining stakeholder buy-in and negotiating with senior management, vendors and others on business cases to influence and gain support. 

• Partner with technology and implementation team on training needs

• Create governance structure for improvement.

• Roll out metrics and start measuring performance with delivery teams

• Kick-off and monitor execution of improvement projects.

Monitor and Optimize

• Measure process performance with delivery leads

• Revisit metrics and reset targets.

• Continue building stakeholder relationships.

• Continue exploration of art of possible.

• Iterate improvement of processes and capabilities.