Role Summary
The Process Owner Leader is accountable for leading a team of Process Owners to enforce, govern, and continuously improve global operational standards and tool usage within their designated region. This role acts as the critical bridge between global product owners, regional leadership, and the Process Owner team.
The Process Owner Leader is responsible for the ongoing evolution of FCM's global operating model, ensuring FCM's core tools (Workspace, MBO, Quoting tool) are aligned to global OBW standards. In addition to the delivery responsibilities of the Process Owner role, this position provides direct line management, coaching, and development of the Process Owner team, ensuring the team operates with clarity, consistency, and pace.
What You'll Do
- Provide day-to-day leadership, direction, and performance management to the Process Owner team
- Set individual and team objectives aligned to regional and global priorities
- Conduct regular 1:1s, team meetings, and formal performance reviews
- Coach and develop team members in process excellence methodologies and professional growth
- Act as the primary escalation point for Process Owner blockers, conflicts, and decisions
- Represent the Process Owner function in senior stakeholder meetings and leadership forums
- Lead team capacity planning, workload management, and prioritisation
- Support recruitment, onboarding, and retention of Process Owner talent
- Take ownership of business processes with full understanding of strategy and desired outcomes
- Challenge current state and design improved future state processes in collaboration with Product Owners
- Deliver strong service consistency through sound operational practices aligned to global OBW standards
- Identify areas for productivity improvement through continuous improvement methodologies
- Identify gaps in processes and work to resolve them in line with global transformation objectives
- Design experiences for Consultants with the customer at the heart of everything
- Establish and maintain robust frontline feedback channels across the team
- Act as Global Product Owner liaison, channelling regional insights to inform product development
- Work in lockstep with L&D teams to ensure processes and platforms are embedded in training curriculum
- Participate actively in Process Owner forums and communities of practice
- Conduct thorough impact analyses for new global initiatives, tools, or process changes
- Lead regional rollout coordination of new global processes, tools, and standards
What We're Looking For
- People Leadership Inspires and develops a high-performing team; sets clear direction, provides coaching and feedback, and creates an environment where people can do their best work
- Excellent Communicator Fosters open communication; presents ideas logically; simplifies complex technical information for business leaders; comfortable presenting to large groups
- Strategic & Analytical Identifies issues, opportunities, and risks at a strategic level; builds business cases; makes difficult decisions informed by data and stakeholder input
- Change Leader Leads people through ambiguity and change; builds change capability within the team; manages resistance constructively
- Design-Led Thinker Works with a kaizen mindset; identifies root cause issues; delivers iterative improvements; deep understanding of operational excellence principles
- Influencer Without Authority Builds consensus across diverse stakeholder groups; advocates for process excellence at all organisational levels
- Technical Aptitude Comfortable with FCM technology platforms (Workspace, Dynamics, MBO, FCM Platform, Quoting tool); proficient in data analysis and reporting tools
- Collaborative Across Cultures Builds effective cross-functional relationships; works effectively in virtual, global team environments across multiple cultures
What You'll Enjoy
- Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
- Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
- Vibrant Culture & industry-renowned social events: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
- Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
- Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services, including dental, optical, and chiropractic care, with our bronze-level health cash plan.
- Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
- Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help you manage your finances.
- And Much More: Enjoy a range of additional benefits, including company-matched charitable donations, an excellent pension scheme, share options, an electric vehicle scheme, and a variety of salary sacrifice benefits.
Our number one philosophy is Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at RecruitmentUK@flightcentre.co.uk.
