Process Lead - ESM & OHS (Enterprise Service Management & OHS)

Job Summary

Processes are the foundation to the operations and services we deliver.  As the Process Lead for ESM and OHS, you will be responsible for the effective design and optimization of Enterprise Service Management processes that are client service focused, as well as Occupational Health & Safety processes that drive a safe workplace.  

We are looking for a Process Lead to join the end-to-end Process Team for Recruit to Retire (R2R) and Enterprise Service Management (ESM) in Tetra Pak’s new Process Office.  As Process Lead, you will collaborate with stakeholders and define processes that align to principles of standardization, integrate with other processes, and maximize the performance, quality, efficiency and value they deliver.  The scope of processes in your responsibility include: 

• Enterprise Service Management
• Employee Requests & Inquiries 
• Client Service Experience
• Occupational Health & Safety 

In this role, you will report to the End-to-End Process Lead for R2R & ESM, and you can be based at any of Tetra Pak’s locations worldwide.
Preference will be given to candidates with experience working remotely across different time zones.

What you will do

• Design processes that apply core design principles, with a strong focus on standardization, harmonization, and cross-process integration.  
• Ensure your processes are defined with the appropriate data inputs and outputs, roles and permissions, as well as process KPIs and controls to support effective process management.  
• Stay connected to latest industry process trends and benchmarks, to identify opportunities for innovation and be able to provide solid recommendations to the Value Streams on optimal process design. 
• Work with Value Stream and Global IM stakeholders, as well as other Process team members to understand new business requirements, potential issues with existing processes, and impacts from changes to our core systems, and translate them into new processes or improvements to existing processes.  
• Ensure supportive elements are in place to effectively execute the processes (e.g. process documentation, training, process mining, etc.).
• Drive process improvements by leveraging vendor led innovation, including reviewing and adopting new/changed functionality.  

We believe you have

Professional Qualifications: 

• To be a successful candidate, you should be educated with a University Degree and have at least 3 or more years of experience in Process design
• Ideally, you also possess experience in the design or management of processes related to services management, such as effective services operations, timely resolution of service requests/incidents, etc. 
• You have knowledge and experience with tools and methods for assessing client experience and leveraging that insight to drive improvements. 
• You have knowledge of the principles and practices for managing workplace health and safety.  
• You will use your English language skills on a daily basis therefore we need you to be fluent both in written and spoken English.

Personal Qualifications:

• You are dynamic, proactive, and passionately committed to #stayrelevant and keep learning.  You can adapt to shifting demands and reprioritize effectively. 
• You are a strong problem solver, who can understand complex challenges, research the facts and root causes, and find innovative solutions.
• You have very strong analytical skills and are data driven, which you can apply to define logical processes, and ensure that quality data is built in and can also be used to assess process health. 
• You create strong collaborative professional relationships and are recognized as a trusted partner. 
• You are able to work in an international environment, and can leverage relationships and networks to proactively drive to decisions and results. 
• You use informal authority to engage and influence people at all levels in the organization.