The Global Process Leader (GPL) Customer Care is a critical strategic enabler of the GBS organization, including the GBS 2.0 transformation, and is responsible for end-to-end global ownership, optimization, and digitization of enterprise business processes across Customer Care.
The GPL role is designed to reduce risks and increase the benefits of Olympus ERP, AI, and Global Target Operating Model (GTOM) investments by making sure that processes are consistent worldwide, supported by digital tools, focused on performance, and able to grow across in-house, outsourced, and
Acting with dual accountability, the GPL:
- Leads process execution and excellence for Customer Care within GBS, leading a globally distributed organization of internal and outsourced personnel, and
- Drives enterprisewide process transformation across customer care, ERP programs, AI initiatives, and data platforms.
The GPL partners with Customer Care Global Process Owners (GPOs), GBS Capability and AI teams, and GBS delivery operations to deliver transformative and optimized business process execution.
Global Process Ownership & Harmonization
- In partnership with the Business Process Owners within Customer Care, we own the end-to-end global design, standards, and performance of assigned Level 1 and Level 2 business processes.
- Drive global process harmonization, reducing regional variants and eliminating fragmentation across captive, outsourced, and functional teams.
- Define clear process governance, controls, and decision rights aligned to enterprise risk, compliance, and quality standards.
ERP & Enterprise Transformation Enablement
- Shape ERP process design to ensure alignment with efficiency, scalability, digital-first aspirations, and standardized ways of working.
- Partner, coach, and challenge ERP and functional teams to maximize transformation value and avoid sub-optimal lift-and-shift outcomes.
- Ensure post-ERP processes are stabilized, optimized, standardized, and fully adopted across the enterprise.
Digital-First & AI Enablement
- Identify, prioritize, and implement AI, automation, and agentic solutions across owned processes in line with the GBS 2.0 roadmap.
- Build and scale process excellence and AI capabilities-as-a-service, working closely with the GBS Innovation Hub.
- Support the transition from a human-centric delivery model to an AI-augmented, autonomous operating model, with humans focused on orchestration and exception handling.
Performance Management & Value Realization
- Define and own process-level KPIs, including service quality, cycle time, cost, productivity, automation rate, and customer satisfaction.
- Actively monitor performance and lead continuous improvement initiatives to close gaps and unlock measurable enterprise value.
- Ensure the benefits realized from ERP, AI, and GBS transformation initiatives are tracked, sustained, and transparently reported.
Service Delivery & Sourcing Collaboration
- Work closely with GBS Delivery Operations, Site Leads, and Outsourcing Management to ensure consistent execution across hubs, spokes, and BPO partners.
- Define the best delivery models for sourcing decisions, whether digital-first, captive, or outsourced, while balancing value, risk, and scalability.
- Ensure seamless integration of outsourced and captive delivery into standardized global processes.
- Owns the distributed resources
Governance, Risk & Stakeholder Leadership
- Act as the primary global process interface to customer care, regional leaders, ERP programs, and enterprise transformation forums.
- Lead service, process, and transformation reviews, including escalation management and risk mitigation.
- Contribute to enterprise governance bodies and innovation forums as a recognized thought leader and change agent.
Why work at Olympus
At Olympus, we are committed to fostering a high-performing culture, a collaborative environment, and empowering everyone to shine. Our shared valuesintegrity, empathy, long-term view, agility, and unityform the foundation of our culture and guide our behavior. These values ensure that our people feel they are making a meaningful difference every single day.
Joining Olympus means embarking on a meaningful, rewarding, and challenging career. In addition, you will enjoy access to a range of benefits, including
- A competitive salary package: inclusive of AWS (Annual Wage Supplement) and a variable bonus.
- Hybrid work arrangements: Supporting flexibility and work-life balance.
- Health and Wellbeing Initiatives: Including annual medical checkups, dental benefits, and access to employee assistance programs (EAP).
What we are looking for:
Education:
- Bachelor's degree Required, master's in Business Administration or equivalent preferred
Experience:
- 10+ years in global human resource process ownership, shared services, or transformation roles.
- Demonstrated leadership in ERP-enabled process transformation o Proven success driving process standardization, automation, and AI adoption.
- Experience operating in global, matrixed organizations with captive and outsourced delivery.
- Proven executive leadership experience in a global, matrixed organization with the ability to influence and align diverse stakeholders, including executive leadership across corporate functions, divisions, and regions.
- Expertise in designing and operating global service delivery models, including follow-the-sun structures, shared services, and business process outsourcing.
- Strong track record of leading digital transformation, with deep knowledge of business process automation (RPA), artificial intelligence, ERP platforms, and case management tools.
- In-depth understanding of the customer care/customer service function and demonstrated success in standardizing, optimizing, and automating global processes.
- Strong process excellence, Lean, and digital transformation capabilities
Apply Now:
To submit your interest in this opportunity, select Apply for this job.
Want to know more
Confidential discussions are welcome; contact our TA Partner.
Olympus is an Equal Opportunity Employer.
We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a nondiscriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.
