GBS Manager - Intelligent Automation

Role Introduction

Reports To: Head of Innovation and Intelligent Automation

The Intelligent Automation Manager will play a key role in ensuring the GBS organization meets its objectives on time and on budget. The incumbent will work closely with the Head of Innovation and Intelligent Automation as well as the GBS Leadership Team to develop a strategy and culture of driving innovation across GBS, GGT and MSC Teams utilizing advanced technologies and superior processes. The role will also be involved in fostering strong relationships with key stakeholders such as IT, Digital and the various Global Process Owner working group streams.

This role will assist in driving responsibility for shared services across functions with the intention of further increasing operational effectiveness, efficiency and responsiveness of these critical activities. The position requires coordination of critical support functions for the organization including end to end processes.

Driving Transformation will be paramount to the success for this position. The Intelligent Automation Manager will also be responsible for establishing a digital roadmap in line with the overall GBS Intelligent Automation program. Managing change across the various GBS Teams will also be an important feature of this role with this change being outcome driven and managed in line with the GBS vision and strategy.

The main purpose of this role is to continuously improve the effectiveness, efficiency and responsiveness of the critical services GBS provides to the business its supports.

Key Responsibilities

Project methodology for leading Service Delivery activities

• Apply appropriate tools to support adoption and management of all service Delivery requirements for the GBS project and its customers.
• Application of a structured methodology to meet requirements of the project PMO.
• Contribution to the development of continuous improvement initiatives.
• Ensure LEAN methodologies are applied where appropriate.
• Lead small or large intelligent automation projects focused on assessing automation opportunities and delivering automation implementation.
• Assess automation opportunities from a functional and technical perspective and work with IT/DGT to deliver enterprise-grade solutions that are efficient, scalable and maintainable.
• Coordinate and rationalise demand pipeline for RPA and Case Management System
• Drive adoption of RPA within GBS by organizing workshops, community meetings, reinforcing best practices.
  
  

Services, Capabilities And Team

• Expand, enhance and manage the Intelligent Automation program with existing GBS operations.
• Collaborate with key stakeholders to assist in the refinement of global processes by leveraging process improvement opportunities
• Collaborate with GBS Site Leads to create and operate a customer-centric continuous feedback loop, driving rapid iteration and continuous improvement upon best practices.
• Ensure accountability by strengthening performance metrics to measure progress and determine the overall health of the GBS related initiatives.
• Responsible for GBS Intelligent Automation program including CMS and RPA Service Acceptance
• Production of KPI/Metrics and Management reporting.
• Define process improvement opportunities and related benefits.
• Work with Project Team to ensure adequate change and communication steps are completed.
• Work in close partnership with GBS operations to educate users on the capability of intelligent automation tools, review and understand business requirement, conduct feasibility assessment to determine the right tool/solution and provide guidance on governance framework using Agile Methodology.
• Develop and manage internal and external stakeholder relationships, including senior relationship to drive the intelligent automation agenda forward.
  
  

Business Readiness

• Involvement in setting and agreeing process and performance improvement targets and monitor through regular reporting.
• Activate performance monitoring and reporting for customer care and feedback channels.
• Involvement in the development of Standard Operating Procedures including detailed process maps
• In conjunction with Information Technology (IMT) and DGT provide subject matter expertise on technology and implementation.
  
  

Service Delivery

• Key responsibilities for enhancing the GBS intelligent automation strategy and governance.
• Provide timely management reporting with respect to key projects and cost saving initiatives
  
  

Project Reporting and Governance

• Provide weekly and monthly reporting as required for key project and cost savings initiatives.
• Provide key inputs into the GBS SDC governance activities.
• Ensure high levels of quality to related intelligent automation artefacts.
• Collecting and analysing feedback data, provide input to insights and identify improvement opportunities.
• Establish appropriate process and reporting to management on the overall progress – this would include IMT, Digital (DGT) and the various Global Process Owner working group streams.
  
  

Requirements

• Degree holder in Computer Science, or related disciplines
• 8+ years of IT/Automation experience with 2 years of management experience
• 5+ year’s relevant experience using RPA technologies such as UiPath, Power Automate, and Blue Prism. Automation-related certifications would be a plus.
• Advanced understanding of Case Management Solutions business and systems architecture including Pega Systems. Pega Systems certification in Case Management highly desirable.
• Strong understanding of Agile Project Management methodology.
• Experienced with the development of process taxonomy.
• Experienced in functional analysis and requirements and process documentation and process standardization
• Demonstrated project management skills specific for enterprise wide project implementation.
• Comfortable working with ambiguity, ability to adapt to change quickly and persuade / lead others through the change management process
• Proven problem solving capability with demonstrated ability to dive issues through to resolution.
• Comfortable managing Teams and resources across multiple project and deliverables.
• Excellent verbal and written communication and presentation skills
  
  

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.