DirecciónPURPOSE OF ROLE
The BPO/FPO organisation is responsible for the E nd to End processes at APM Terminals , ensuring we are defining our WoW by taking into consideration business requirements and that we are building a world class user experiences and customer journeys. It ’ s ultimately the BPO who own the End to End process landscape but the FPO holds accountability - and corresponding mandate – for the performance of the functional processes. The BPE works within the FPO mandate and holds responsibility for L3- L5 processes. Is an expert on the processes and on the system fea tures/functionalities supporting the process execution. This to be, mainly, achieved by:
• Provide advice and decision support for Business Process Owners (BPOs) and Functional Process Owners ( FPOs) who are likely not data/system/process subject matter exper ts in every aspect of the process landscape their role covers
• Representing the voice of the process users
• Making sure proposed changes in process or system supporting process are feasible and implications of them fully understood
• Helps Business Process Own ers (BPOs) and Functional Process Owners (FPOs) make sure standards are understood and followed in the organisation
• Act as 'go to authorities' of their Process Expertise area for the wider organisation
• Form part of a BPE network that harnesses subject mat ter expert knowledge of our central processes and ensure best practices in process governance is available across the BPE network
PRINCIPAL ACCOUNTABILITY
PROCESSES & STANDARDIZATION
• Accountable for specific L4s/SOPs including overall process design ownership down to a L5 level
• Maintain an up - to - date SOPs for the L 4s along with inputs and outputs and metrics to define operational success.
• Along with the team of FPO(s) who is responsible for the overall L2 processes; Maintain an overall user jo urney and customer journey for the E nd to E nd L3 process and related L4s SOPs.
• Accountable for standardization and automation of the execution steps. Along with all the peer BPEs , responsible in ensuring that as APMT we achieve the standardization goals
• Suggest enhancements on Business Polic ies to enable high degree of standardization to the process landscape
PERFORMANCE MANAGEMENT & COMPLIANCE
• Continuously follow up on operational metrics that measures the success of the respect ive process outcomes and tracking performance . Where applicable perform process confirmation to verify. Take proper actions and follow up with FPO/Key Users where applicable.
• Support BPO and FPOs to ensure that co ntrol m easures are established such that p rocesses are deemed ‘well defined’, ‘repeatable’, ‘consistent’ with no high impact audit findings from internal or external auditors. All audit findings are progressed and closed to completion within timelines
• Identify local exceptions to standards and make sure local organisation obtain and document formal sign off by the relevant FPO and BPO. The BPE should maintain a repository of sign off exceptions.
• Responsible for reviewing and gathering an oversight of Process Confirmations performed and do reviews where needed.
• D rive communities to share learning, understandings and enhance overall business skills and compliance
CHANGE MANAGEMENT
• Act as 'first line of defense' to validate and review change requests from frontline organization
• Work closely with the business to identify opportunities to improve processes and reducing waste from existing process landscape.
• Engages the minds and hearts of process us ers to contribute to improvements through Kaizens & Process Confirmations and feedback to BPOs and FPOs
• Responsible to implement or support implementation of changes to process or systems
• Responsible for a Key User community/network to where eg. questions about process and systems improvements are discussed
• O wn the performance and applicability of training material and t rain Key Users / support terminals on transition and change management
CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE
• Minimum 5-7 years’ experience in OTC leadership roles
• Expert understanding of the execution of an L3- L5 process at process, data and system level
• Excellent stakeholder management and collaboration skills
•Level headed and effective at change management, capable of pushing back when appropriate and face resistance in a calm and respectful manner
• Self - motivator, who is comfortable working remotel y
• Good English written and verbal communication, presentation and facilitation skills
• Seen as informal authorities by the rest of the organisation for an L3- L5 process
Success in this role will require the ability to find approaches to development that wo rk at scale, across geographic boundaries, and while generating commitment through influence rather than formal authority
