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Director, Business Process Mgmt
Comcast
Philadelphia, PA, United States
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Director, Business Process Mgmt/OCM
Job Summary:
Directs process improvement initiatives and operational design activities
related to billing processes for Comcast Business Services. Directs multiple
and simultaneous projects of varying complexity, coordinating with all divisions,
business units and locations of Comcast with specific focus on Business Services.
Provides direction, guidance and review of the activities of the team/staff as
well as external consultants involved in the team's initiatives. Manages
continuous risk assessment process for the Business Services billing process
and drives changes to the design/plan accordingly.
Core Responsibilities:
• Support the VP, Data Management in developing and executing the strategic
vision for Communications, Training, and Impact Assessment for HQ and
Divisions for ORION.
• Maintain overall portfolio of design activities, process improvements and
risks impacting billing processes and ensure that all activities are aligned and
that issues/risks are appropriately addressed in projects/design activities.
• Maintain overall OCM roadmap and detailed plans for ORION. Ensure that
projects/activities are appropriately sequenced, resources are staffed, etc.
• Provide overall Comcast Business coordination for ORION OCM by working
with program workstream leads, process owners, and impacted operational
teams and Divisions to ensure smooth launch with minimal business disruption.
This includes ensuring that all OCM resource needs are identified and staffed,
that issues are appropriately dispositioned, that external systems and processes
are considered, and that a repeatable OCM methodology is developed, all in
support of reducing risk to operations from ongoing migrations.
• Provide input to ensure streamlined and efficient processes, compliance with
accounting and other financial policies, and appropriate user/technology
controls to adhere to company's SOX program.
• Demonstrate high quality oral and written communication. Deal regularly
with all levels of Company management. Keep Comcast Business leadership
informed of status and important issues as they arise.
• Identify and communicate leading practices.
• Foster a collaborative business partnership with key executives and other
senior management to build long term relationships. Maintain a continuous
presence with business partners by actively participating in key management
meetings and strategic initiative steering committees in order to understand
business strategies, challenges, and risks. Drive continuous risk
management / monitoring ensuring that the Company's risk areas are addressed.
• Responsible for participating in various Department administrative and
organizational areas. These include recruiting, staffing, scheduling, preparation
of the annual budget, staff performance evaluations, etc.
• Pursue continuous professional development through training, certifications
and education.
• Actively participate in Comcast and other external community activities / service.
• Accountable for defining future state best-in-class' solutions and
ensuring the successful deployment for all of the operational components
for the strategic systems.
• Uses a methodical yet collaborative approach to each project by: 1)
Measuring the process and questioning the capability and quality, 2)
Defining the problem statement, 3) Performing a gap analysis between the
customers' expectation and current process performance, 4)
Standardizing solutions around best practices, and 5) Repeating the
steps for continuous improvement.
• Develops repeatable, and thus scalable, plans and processes in order
to speed time to market and improve operational efficiency.
• Fosters an environment of empowerment, openness, inclusion, and
objectivity all while striving to deliver solutions that benefit the
entire organization.
• Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelors Degree or Equivalent
• Generally requires 10+ years related experience
Employees at all levels are expect to:
• Understand our Operating Principles; make them the guidelines for how
you do your job
• Own the customer experience-think and act in ways that put our
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
• Know your stuff-be enthusiastic learners, users and advocates of our
game-changing technology, products and services, especially our digital
tools and experiences
• Win as a team-make big things happen by working together and being
open to new ideas
• Be an active part of the Net Promoter System-a way of working that
brings more employee and customer feedback into the company-by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
• Drive results and growth
• Respect and promote inclusion and diversity
• Do what's right for each other, our customers, investors and our
communities
Comcast is an EOE/Veterans/Disabled/LGBT employer