Process Excellence and Transformation Director, Chief of Staff

The Director - Process Excellence and Transformation is accountable for driving cross-process process transformation, standardization, and operational excellence across business services and cross-functional process landscapes. The role ensures that strategic priorities are translated into scalable initiatives, sustainable operating models, and measurable business outcomes.

This role serves as a Global Process Owner and primary process transformation and execution authority, partnering with other process owners, functional leaders, operations, and technology teams to convert strategic direction into prioritized roadmaps, implementation plans, governance mechanisms, and adoption actions across the organization.

The role focuses on:

• Driving convergence toward standardized, simplified, and scalable ways of working through effective roadmap management and governance
• Supporting the design and delivery of effective change management and adoption actions aligned with process transformation priorities
• Establishing and maintaining oversight of initiatives that improve process health, performance, standardization, and business value realization
• Designing, deploying, and maintaining effective process and project documentation in line with operating model and process changes
• Leading high-priority, cross-functional process transformation initiatives that enable enterprise simplification and operational excellence

The position acts as a critical link between GPOs and process experts, transformation strategy, business operations, and other enabling functions, ensuring alignment between process design, execution discipline, stakeholder adoption, and measurable performance improvement.

1) Main tasks:

• Lead the design, harmonization, and implementation of process transformation initiatives that simplify and standardize cross-functional ways of working.
• Drive standardization of frameworks, governance approaches, and performance management practices in line with E2E process priorities.
• Monitor, analyse, and report process transformation performance, driving continuous improvement and value realization.
• Ensure process transformation implementation decisions remain aligned with agreed standards, scope, and process transformation objectives.
• Collaborate closely with process owners, functional experts, operations, GBS teams, and technology partners to define future-state process roadmaps, and priorities.
• Build and actively manage the GBS process transformation roadmaps, including prioritization, dependencies, milestones, and risk mitigation.
• Identify and map key stakeholders and establish effective governance that enables progress toward strategic objectives.
• Develop integrated change management plans and drive actions that support implementation, adoption, and sustainability of the future state.
• Act as a single point of contact for demand management, managing intake, prioritization, and sequencing of process transformation initiatives.
• Drive alignment of process transformation processes with other intake and prioritization processes in place across GBS, E2E processes and functions
• Provide documentation and subject-matter support for audit and compliance reviews related to process transformation activities.
• Serve as a key point of contact for benchmarking, best practices, innovation, and continuous improvement opportunities in process transformation areas.
• Oversee process transformation execution to ensure delivery within agreed scope, timeline, budget, and value expectations.
• Facilitate global workshops and working sessions to drive alignment, engagement, and adoption of changes.
• Ensure process transformation execution complies with regulatory, audit, and internal control frameworks, and govern approved local deviations where relevant.
• Mentor analysts and support business teams to strengthen process transformation capability and operational excellence.

2) Required training and education:

• Master's/bachelor’s degree in Business Administration, Finance, Economics, Operations, Engineering, or a related field
• Lean Six Sigma Green / Black Belt certification is a plus
• Project Management certification (PMP, PRINCE2) is an advantage
• Change Management certification (PROSCI or similar) is an advantage
• Experience working in global GBS, shared services, or process transformation environments is preferred

3) Required professional experience (in years):

• 10+ years of experience in process transformation, operational excellence, process improvement, program delivery, or related roles.
• Proven ability to structure complex problems and apply end-to-end thinking to process and operating model design.
• Strong track record leading large-scale, cross-functional process transformation initiatives.
• Experience with change management, adoption, and sustainable implementation.
• Exceptional stakeholder management and influencing skills in global, matrix organizations.
• Strong analytical and problem-solving capabilities, balancing strategic design with execution rigor.
• Excellent communication, presentation, and workshop facilitation skills.
• Experience operating in Global Business Services (GBS), shared services, or similarly complex enterprise environments.
• Experience with process design and continuous improvement methodologies such as BPMN, Lean, or Six Sigma.
• Experience working across business and technology stakeholders to enable process transformation delivery.
• Budget creation and management responsibility.