Process Lead

About the Vision

Run by Unilever, the Employee Experience (EX) Operational Hubs support the markets by delivering responsive and efficient operational excellence, leveraging automation, innovation & continuous improvement. To create an operational Powerhouse for Employee Experience Organization by centralizing capabilities, skills, and process automation to unlock capacity for the in-market teams across the market clusters and provide opportunities to improve Employee Experience for our teams and customers

About the team

The Hub Optimization team acts as the Centre of Excellence to drive the digital and automation transformation path for the Employee experience (EX) e2e Journeys for Europe, UKI & NAMETRUB. This is a critical function to move Unilever from a transaction-based operation to a highly automated insight
- and data-driven organisation.

About the role

The Process Architect will drive the documentation, development and streamlining of cross functional processes and systems enhancing speed and accuracy, improving efficiency, effectiveness, service quality and customer satisfaction, and reduce operational costs within the dedicated function/department across the Europe, UKI & NAMETRUB Regions. You will play a crucial role in continuous process improvement and standardization, identifying root causes of the issues and driving resolution while liaising between the business unit and other functions/departments.

Job Responsibilities

You will be a key part of a diverse and strategically important team that prides itself to provide innovative solutions in high-profile, complex projects on behalf of our clients and to bring inventive new approaches to our services and existing ways of working. Working alongside colleagues from the wider Europe, UKI & NAMETRUB Regions Your responsibilities will be, but not limited to the following:

- Lead continuous improvement/optimization of e2e processes/services in the EX-Hub, facilitate successful implementation of new services; promote the process toward an automated environment
- Facilitate workshops between business and technical stakeholders, to map out current state and devise future state processes.
- Identify key Customer Care workflows (e.g., process steps, tools, touchpoints, owners)
- Define key performance indicators to diagnose gaps, opportunities, and root causes
- Assess the existing state of Employee Experience processes, identify gaps, opportunities, main sources of waste
- Define a measurement and reporting approach to help us understand performance of each process and identify improvement opportunities
- Develop and document standardized processes (SOPs) for key Customer Care workflows and implement while partnering with Ops leadership and Training
- Propose an optimization approach for key processes (e.g., waste elimination, automation, performance), prioritize main processes and optimize
- Create, introduce, and foster a culture of continuous improvement, implement a process (e.g., kaizen) to identify, implement, and govern CI opportunities

Job Qualifications

At Unilever, your colleagues and clients will set the bar high. Therefore, we require more than just a good CV showing strong performance and good academic credentials. We are looking for people who enjoy addressing complex problems in an analytical manner, with a proven record for streamlining and uplifting legacy e2e processes and improving efficiency.

To qualify for the role, you should have:
Educational & Job Qualifications
- Bachelor’s degree in relevant field
- 5 years of experience in operations process improvement using analytical problem-solving methodologies such as Lean Six Sigma DMAIC with proven results
- Quantifiable track record of successful process optimization projects with quantifiable savings (AHT down lift, more for less, more for sameetc)
- Excellence in re-engineering processes from scratch and is open to suggestions and experimentation

Technical Qualifications
- Fluency in English Language (written and spoken)
- Green Lean Six Sigma certification is a must
- Proficiency in using Microsoft Visio or other related process mapping documentation platforms
- Excellent workshop facilitation with ease; corner stone of this role is leadership of process mapping workshops with global stakeholders
- Adept at seeking out and building solutions around first-hand customer experience; secures trust through effective relationship management

Behavioral Qualifications
- Experience acting as a Process Champion and seeing initiatives from concept to business case and continue through till delivery
- Ability to make courageous recommendations, communicate, and influence across functions and levels to drive significant organizational change
- Experience using advanced Excel, and relevant data analysis software
- Consultancy, negotiation, influencing and presentation skills
- Analytical, problem solving and time management skills