Global Process Transformation & Improvement Lead

Location:

The Global Process Transformation & Improvement Lead is responsible for developing and implementing standardized processes across sales, field operations, and other targeted areas across Otis. This role focuses on enhancing efficiency, customer experience, and effectiveness by leveraging best practices, benchmarking, and continuous improvement methodologies. The role involves collaboration with key global partners, Delivery Operations (DO) leaders, and operating units to drive process transformation and ensure alignment with strategic objectives.

What you’ll do:

• Process Standardization and Improvement: Evaluate, improve, and develop end-to-end DO processes to establish common standards that enhance efficiency and customer focus across all operating units (OUs).
• Blueprinting and Gap Analysis: Organize, publish, and support the deployment and adoption of consistent DO processes globally through blueprinting and gap analysis, ensuring clear roles and responsibilities.
• Documentation and Tools: Create standard operating procedures and a comprehensive ‘How to’ process toolkit to facilitate DO process transformation and provide coaching support for standard execution.
• Performance Framework: Establish and apply a performance framework with relevant measures for quality and effectiveness, including KPIs, SLAs, and customer satisfaction metrics.
• Continuous Improvement: Champion OPXL and Lean methodologies to embed continuous improvement into processes, focusing on root cause analysis and process robustness.
• Technology Enablement: Identify opportunities for technology enablement to simplify and automate processes, supporting execution through delivery teams.
• Collaboration and Stakeholder Engagement: Actively contribute to the Global DO Transformation program and work closely with Field, Sales, and GBS teams to prioritize process opportunities and ensure upstream/downstream alignment.
• Process Documentation: Develop process documentation in line with APQC standards, leveraging process tools and technology to maintain a DO service and process catalog.
• Innovation and Customer Focus: Maintain a customer-focused approach with an open mind for innovative improvements, while keeping processes simple and effective.

What You Will Need to be Successful:

• Strong experience in process improvement, with a proven track record of applying OPXL and Lean methodologies to drive continuous improvement.
• Ability to design and lead process review and improvement work sessions, achieving actionable outcomes.
• Proficient in problem-solving with a focus on root cause analysis and process mistake-proofing.
• Excellent collaboration and communication skills, with the ability to engage stakeholders and SMEs to drive process transformation.
• Experience in developing process documentation and leveraging process tools and technology.
• Customer-focused mindset with a pragmatic and holistic approach to end-to-end process improvement.
• Experience with front-office functions and processes that directly impact customer experience.
• English language fluency

Apply today to join us and build what’s next!

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with aproven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovativeglobal industry leaderwith a resilient business model. You’llbelong to a diverse,trusted,and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. 

We provideopportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.We are guided by our values that we call ourThree Absolutes –prioritizing Safety, Ethics, Qualityin all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected].

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