Associate Director StS Process Standardization
San José, San José, Costa Rica
hace 12 días


Under the direction of the Global Process Owner (GPO) for assigned area (AtR, OtC, StS), this role is responsible for designing and implementing harmonized processes to establish consistent delivery in our global Business Service Center network.

This leader assists in the development, management and execution of standardized processes and initiatives that align to a One BSC viewpoint using established process improvement methodology.

Specifically, this role will perform assessments, measure performance and analyze data on current process systems in order to develop solutions for standardization, performance improvement and cost reduction.

This role will foster a culture of problem solving within the BSC Operations and Global Process Organizations that improves service delivery, cost and quality.

The position requires strong leadership will be responsible for coaching and guiding other members of staff through standardization and improvement projects.

The successful candidate is ultimately responsible for implementing process standardization across our centers.

  • Implement global process standardization at the procedural level to facilitate best practices and scaled process automation for the assigned GPO.
  • Deliver clear documentation of standard processes and their corresponding operational measurements.
  • Ensure all project objectives and milestones are clearly set by staff of project managers.
  • Ensure standardization and process improvement projects are resourced appropriately and project delivery expectations are clearly defined.
  • Ensure effective stakeholder engagement to facilitate the prioritization for standardization and improvement projects.
  • Support the GPO organization and BSC leads with internal and external clients on the status of process standardization and continuous improvement projects.
  • Define and execute the change management program to support the implementation of standardized processes across the BSC and stakeholders.
  • Manage relationships with key internal stakeholders ensuring they are consulted and informed regarding potential process improvement changes.
  • Implement and maintain the process portfolio and monitor the progress of projects, including ongoing status reviews.
  • Per the Continuous Improvement Lead direction, support the continuous improvement training program for organization. Train the staff on Lean Six Sigma process improvement techniques, including a plan for deployment of training to all existing teams and new employees.
  • Coordinate and align CI initiatives with RPA and automations programs and co-manage cross teams cooperation on the CI projects
  • Alignment with other stakeholders MCAAS, Controls & Compliance group
  • Ensures all process participants understand their role in the end-to-end design; Assures development and maintenance of process documentation and training materials;
  • make available to all process participants

  • Identifies, prioritizes and governs changes to the process and initiates process redesign when appropriate
  • Takes a proactive role in understanding resources assigned to the process, develop a road map of process standardization to effectively supports the implementation
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