Manager, International Process Improvement

The Manager, International Process Improvement is a hands-on, impactful leadership role within the Global Operations organization. This role is fully accountable for the day-to-day management, service delivery, and strategic optimization of two primary pillars: the Global Fleet program and GSA (Germany, Switzerland, Austria) Business Operations administrative support. Leading a team that includes the Senior Specialist, Process Excellence, the Manager serves as a Global Service Owner (GSO). The primary mission is to establish a center of excellence by deploying design thinking, process-led solution design, and continuous improvement (CI) methodologies. The successful candidate will stabilize and run these international corporate services, while aggressively driving digital transformation, automation (RPA), and AI-enabled workflows to enhance the internal customer experience.

Key Responsibilities

• Team Leadership & Service Governance
• People Management: Direct, mentor, and coach the Senior Specialist, Process Excellence, ensuring clear alignment on daily operational priorities and project-based improvement goals.
• Process Governance: Partner with Global Process Owners (GPOs) and functional leaders to effectively govern international corporate services and facilitate organizational alignment.
• Service Levels & KPIs: Set guiding KPIs for Fleet and GSA administrative operations, ensure precise measurement, establish baselines, and maintain a rolling Service Development Plan.
• Service Catalog Management: Oversee and champion the usage of the regional service catalog, continuously improving entries based on employee and stakeholder feedback.
• Process Optimization & Digital Transformation
• Process Re-engineering: Use Lean Six Sigma and advanced process design techniques to eliminate operational waste and transform legacy manual workflows into highly scalable global standards.
• Automation & AI Integration: Partner with IT to identify, prioritize, and implement digital tools, robotic process automation (RPA), machine learning (ML), and AI-driven solutions (e.g., automated ordering portals, chatbots).
• Workflow Architecture: Define the technical 'Global Service Blueprints' for asset lifecycles, ensuring seamless vehicle swap-overs, minimal contract friction, and efficient document tracking.
• Fleet & GSA Operational Accountability
• Global Fleet Oversight: Maintain accountability for the end-to-end lease lifecycle, global policy governance, and strategic vendor relationship management with leasing partners and OEMs.
• GSA Administrative Excellence: Oversee the operational hub providing support to GSA commercial teams, ensuring regional tax, payroll, and corporate documentation are processed accurately and timely.
• Compliance & Audit Management: Establish strict global audit rhythms to validate Benefit-in-Kind (BiK) taxation, local fringe benefit deductions, and cross-border financial reconciliations.
• Data Stewardship: Maintain a 'single source of truth' for service data, providing executive-level reporting on global financial performance, compliance metrics, and TCO optimization.

Education and Experience Minimum Requirements

• Experience: 7–8+ years leading business process design, transformation, and service improvement activities in an international GBS, BPO, or corporate consulting context.
• Leadership Track Record: Demonstrated experience managing professional-level direct reports or leading cross-functional project matrices in a global environment.
• Education: A good bachelor's degree in a related field.
• Methodology: Lean, Six Sigma (Green or Black Belt), or Agile certification is preferred, with a track record of coaching improvement methodologies.
• Languages: Fluency in written and spoken English is required.

Preferred Skills and Competencies

• Collaborative Consultant: Exceptional stakeholder management skills; able to cut through matrixed complexity, influence without direct authority, and bring teams along on a change journey.
• Digital Champion: A strong, practical interest in deploying automated and intelligent technologies (RPA, AI, process data mining) to enhance administrative workflows.
• Global & Regional Navigator: Deep understanding of managing corporate services across multiple time zones, cultures, and strict European/global regulatory and tax frameworks.
• Business Acumen: Ability to translate corporate strategy into practical continuous improvement (CI) and customer experience (CX) strategies that drive tangible financial results.
• Standalone Capability: A self-starter who excels in 'Role Number One' environments, capable of building and running functions with minimal supervision.

Physical & Travel Requirements

• Flexible workday to accommodate different international time zones.
• International travel will be required, approximately 10%.