Business Process Expert – Service Delivery at Philips

In this role, you have the opportunity to contribute to the solutions transformation in Philips. Be part of the Service Capability Design Team for Service Delivery related activities that are involved in delivering quality services to customers. These activities include everything from Customer call through to Customer Invoice, full end to end service operations, and the associated processes.  You will use your process design experience to impact the lives of patients daily.

You are responsible for 

• Being a Philips Business Process Expert for the area of service operations; developing, designing, implementing and driving continuous improvements of standardised business processes & capabilities across Philips Health Systems Customer Service.
• Being a process custodian and ensuring adoption of proven practices.
• Capturing learning and actively sharing success within your network.
• Assembling and leading global, cross-functional Design Reference Groups which consist of Business Process Experts (BPEs) and Subject Matter Experts.
• Actively seeking external input via “go-look-see’s” to get best practices, and best in class ways of working from other companies. 
• Working closely together with other BPEs & supporting Philips excellence representatives, aligning content deliverables such as Training material, Change Materials, job descriptions, performance mechanisms, work instructions within project timelines.

 You are a part of the team that contributes to the Request2Resolution program by providing best in class processes, systems and other Philips Business Systems elements for the areas that have been identified as differentiators.  You will work Globally with a team of BPE for utilise expertise in process design, lean, six sigma coupled with technical field experience and Customer Services to implement Continuous Improvement Process for Service Delivery related activities

To succeed in this role, you should have the following skills and experience 

• Extensive relevant working experience in a changing and fast paced environment
• Relevant experience in designing and deploying processes and systems across a variety of Business Models is required
• Additional continuous improvement discipline (e.g. Lean, Six Sigma) certifications desired, must be process driven and well organised, with the ability to writing new process, and optimise existing process, while meeting strict deadlines
• Service Installed Base management / Service Operations experience, with a background in working in a Customer Facing environment (business and /or Market)
• Prefer technical background or experience working within a technical service organisation
• Preferable to have experience in using SAP Installed base processes or modules within a similar environment
• Healthcare Sector or cross-sector project management experience highly preferred
• Fluent in English both written and verbal.
• Minimum Bachelor’s degree in Biomedical Engineering, IT, technical or related field is preferred