Purpose & Overall Relevance for the Organisation:
Global Business Services (GBS) designs, builds and operates consistent end-to-end business solutions for adidas, delivering services in the areas of finance, non-trade procurement and human resources. This drives operating efficiency, better customer experience, company agility and decision making, and ensures the compliance and control environment. This is enabled through consistent end-to-end processes, strong, globally consistent governance of solutions and services, state of the art technology and tools, creativity and continuous improvement.
The primary focus of the role is to act as a Product Owner to create reporting tools to enable GBS performance reporting capabilities to drive world class service performance across the GBS. In addition, working closely with Delivery Excellence team members, this role provides visibility to analysis of GBS transactions data and deliver insights on opportunities for continuous improvement as well as tracking the impact of process improvements.
The Senior Manager Delivery Excellence will drive the global consolidation of performance monitoring and reporting on SLAs, KPIs, and NPS execution for GBS overall. He or she will be responsible for building Performance Management program.
Key Responsibilities:
Design, develop, and implement an efficient, fair and transparent Performance Management System across adidas GBS and promote a performance based culture across functions and locations
Leads design and build of automated reporting and dashboards to track business performance metrics
Manage and report on the consolidated service performance of all GBS Centers and processes globally
Drives the GBS performance reporting functionality and insights to empower key business decisions for GBS and divisions/functions. In collaboration with Global Process Leads develop measurement and reporting mechanisms for appropriate operational and financial metrics (KPIs, SLA's, etc.) to be tracked and measured.
In alignment with the Global Performance and Process Excellence standards, develop, implement and evolve a strategic process performance and management framework to mature E2E process performance.
Provides business and technical expertise for the analytics process, tools, and applications for GBS. Seeks opportunities for advanced analytics, continually strives to embed data and analytics in business processes and leverage analytics as a motivation for high quality data.
Key Relationships:
Global Process Owners and teams
Operations teams in Porto and Dalian
Global Delivery Excellence team
IT Platform Engeenering team
GBS dashoard Product Team
GBS Leadership team
Knowledge, Skills and Abilities
:
Comprehensive understanding of the E2E-processes operated by Global Business Services and their main metrics
Strong technical experience with reporting systems and efficient data pipeline architecture
Excellent collaboration skills, able to influence without authority and work effectively in a matrix organisation
Focused on delivery of results through effective planning and solid organizational skills including attention to detail and multi-tasking skills. Strong execution ability to deliver against tight deadlines
Experience with technology and ability to facilitate communication between business and technology teams
Ability to work and deliver in changing environments, under limited guidance while adhering to specified deadlines
Ability to think strategically, synthesize complex situations and develop innovative solutions within a changing environment
Knowledge of the performance measurement function and practices
Strong project management skills and experience
The successful candidate has understanding of technologies and tools in data and analytics, ideally have experience in executive level reporting, complex data mining and analysis as well as data visualization
Ability to guide teams in a trustful and proficient manner
Excellent English language proficiency
Requisite Education and Experience / Minimum Qualifications:
7+ years of experience in GBS organization demonstrating progressive responsibility in roles focused on driving service excellence through the application of analytics. Experience should include developing and on going delivery of dashboards and other visualizations that help assess strength of the process, enable drill down to root causes and deliver value for process health improvement for Service Delivery.
Experience working in Agile/Product lead organization, preferably as a Product Owner
The successful candidate will have experience in business level reporting, complex data mining and analysis as well as data visualization.
Should have implemented Performance Management System (e.g. Balanced Scorecard) in a large organization
University degree or equivalent experience