Process Program Manager

Full Job Description

Process Management Accountable for end-to-end process performance by executing compliant processes and controls, anticipating and logging risk, and documenting process flows, systems, and requirements. Provides data, research, and assessment results to enable an enterprise view of the process and inform decision-making. Monitors metrics and KPIs, performs analysis and benchmarking, and identifies opportunities to improve efficiency, customer experience, and cost. Facilitates stakeholder collaboration and change management efforts, applying process improvement methodologies (e.g., Lean, Six Sigma), AI and compiling business cases and feedback to drive continuous optimization. Performs program landscape research and analysis, forecasting, and examines business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stay current and agile. Works with cross-functional stakeholders to design compliant, complex programs from initiation to delivery with minimal coaching. Contributes to or leads a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs. Works across teams to ensure all program requirements are understood and can be met. Enables execution teams as program subject matter experts to resolve complex Customer scenarios. Contributes to monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not, and makes improvements accordingly. Ensures buy in and adoption of the new program or change by others in the organization. Develops the collateral required to enable key stakeholders and others to be on board. Contributes to the training, reskilling, and mapping of individuals in partnership with Human Resources (HR). Process Management IC4 - The typical base pay range for this role across Romania is lei 199,400.00 - lei 347,800.00 per year. Master's/ Bachelor's Degree in Business, Operations, Finance or related field AND work experience in operations, program management or process management Or equivalent experience. Experience working in a customer service environment and in a large matrixed multinational company. Experience in continuous improvement methodologies such as Lean, Six Sigma, or Kaizen, with a proven track record of implementing process enhancements. Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods. Ability to manage sensitive, business impacting information, and closely control dissemination. Ability to manage sensitive, business impacting information, and closely control dissemination.