Global Business Process Innovation Lead - Shared Services (Manager)

Salesforce - Toronto, ON (30+ days ago)

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Job Category
Finance and Operations

Job Details

About Salesforce:
Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

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We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

Department Description:
Our team leads Salesforce’s Global Shared Services (GSS) organization including strategy, operational/performance management, reporting and analytics, process/project management, systems and policies, and operational excellence servicing several Salesforce business units including but not limited to Finance, Employee Success, Contact Centers, Sales, Marketing and Analytics.

Role description:
As the Global Business Process Innovation Lead within the Global Shared Services and Office of Transformation group at Salesforce, you define the business process innovation (BPI) strategy, including but not limited to BPI methodologies, reporting, and analytics, communication, document/content management, change management, prioritization, risk management, and quality control. Working closely with our shared services partner organizations and internal stakeholders, you will manage the BPI portfolio and are accountable for all aspects of the execution of the BPI strategy and initiatives including automation. You will maintain and evolve the BPI Engine, support reporting, and analysis of ideas submitted and measure the impact of solutions with ROI analysis. This role will report to the Director of Global Program Management and is a Manager level role.

Salesforce is a fast-paced environment and if you can hit the ground running to manage multiple responsibilities while producing high-quality work, you will be thriving in our team!

Responsibilities:
Establish and drive the multiyear BPI strategy and roadmap for the shared services organization across all supported functions globally

Own execution of continuous improvement strategy including but not limited to the BPI Engine, training on the process improvement framework and ROI development.

Prioritize continuous improvement ideas and “innovations” suggestions brought forward

Achieve buy-in from all decision-makers for the successful application of performance excellence/performance improvement. Create team processes for optimizing results.

Evaluate end to end processes to identify areas of waste, duplication and frequent errors along with opportunities for improvement

Work with different business groups to gather requirements for processes qualified for Robotic Process Automation (RPA)

Create a business case with a detailed ROI analysis for all process improvement initiatives including RPA opportunities with a clear impact on key metrics such as cost, revenue, CSAT, compliance, etc. Liaison with finance and other members of the organization in assessing, tracking and reporting the financial benefit of a process innovation project.

Support multiple business process improvement initiatives across regions, functions and groups in parallel

Establish and maintain a culture of innovation through rewards and recognition, result driven initiatives, bottom up and tops down channels for idea creation

Lead reporting and analysis on process improvement ideas and projects

Deliver monthly and quarterly scorecard to management with a detailed presentation of accomplishments and challenges

Continuously gather best practices across the industry on new tools, technologies and ideas to level up the organization

Support recognition program with analysis of initiatives and results delivered, as well as with agent performance tracking

Partner closely with the analytics team to leverage business intelligence into Operational Excellence

Conduct/facilitate workshops with business partners as well as employees to identify opportunities to streamline business processes

Conduct training across several global regions on the framework, methodology and toolkits for process innovation

Be a true partner to the operations team globally to enable and achieve efficiency and effectiveness targets per organization

Be the main point of contact for our business partners, customers, and team for anything BPI related

Minimum qualifications:
Bachelors’ degree preferably in Finance or Business Administration

7+ years of experience in process improvement and program management

Certified/trained in Six Sigma, Kaizen, Lean or other process improvement methodologies and practical experience required

Prior working experience in reporting and analytics

Experience in data scrubbing and analysis, quick decision making, problem solving, and analytical mindset

Ability to create a narrative (good story telling skills) that goes along with the data analysis

Proven leadership skills and business acumen - performance-driven

Good project management skills

Experience in process improvement and change management

Ability to lead a team and influence without authority

Proficient in Salesforce Products

Proficient in Microsoft Office Suit specially Excel, PowerPoint and/or Google products to communicate and collaborate

Prior working experience in process flow building using tools like Visio

Excellent presentation skills with solid communication capabilities and practices, both oral and written.

Experience presenting to an executive audience

Big picture thinker, organized and with high attention to detail

Team player with the ability to think independently and consider cross-functional and downstream impacts

Passionate about striving for relentless improvement

Strong interpersonal capabilities and ability to work cross-functionally with other leaders on sensitive and/or emotional issues.

Flexible working schedule with late night/early morning support hours if needed

Familiarity with Robotic Process Automation (RPA) and Artificial Intelligence (AI) technologies from idea generation to bot maintenance and support post-production

Ability to travel internationally when required (up to 15%)

Preferred requirements:
Experience working for shared services organizations, major outsourced providers or management consulting firm

Program / Portfolio management experience

Salesforce Einstein dashboard development experience

Salesforce and Tableau experience

Project management training/certification (PMP for example)

Prior work experience working with Robotic Process Automation (RPA) and Artificial Intelligence (AI) technologies from idea generation to bot maintenance and support post-production

Advanced knowledge of Sales/Deal Life Cycle, Quote to Cash, or Finance
Understanding of one or more following functions is a PLUS - P2P , Payroll Purchasing, Accounts Payable, Strategic Sourcing, Travel and Expense, Vendor Master, Lead Generation/Qualification, Campaign management, Data Quality and Analytics, ACV/AOV analysis
Knowledge of Business Systems including Oracle R12, Coupa and other P2P platforms such as eProcurement, contract management, RFx tools, supplier relationship management (SRM), accounts payable, payment automation

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