Director Business Process

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

We are building a new (greenfield) Insulet Global Business Services (IGBS) organization to support the rapid growth of our company through excellent business services, delivered in an optimized model.  To enable IGBS, a Business Transformation and Customer Experience (CX) team is being created to manage service and experience design, transition, and continuous improvement (CI) across a range of processes.  The Business Process Director is a leadership role within the Business Transformation and CX team, with accountability for activities across a range of processes.  They work closely with Functional Global Process Owners (GPOs), and Functional Operations teams in IGBS.  The three primary objectives of the role are:

Support the Functional Global Process Owners to effectively govern the processes.    Design and implement excellent IGBS services that people want to use, using design thinking and process-led solution design approaches, handing them over to the Functional Operations teams to run. Partner with the Finance GPOs, and Functional Operations teams to drive service excellence and continuous improvement, including the implementation of automation and AI enabled processes.

This is both a strategic and hands-on role, requiring a networked individual, that will lead work across a portfolio of projects, while also delivering their own work.  It would suit a senior leader that has a deep interest in business process management (BPM) and the highly developed collaboration, consulting, and interpersonal skills, required for managing productive relationships with multiple senior stakeholders.   

Responsibilities: 

Establish IGBS capabilities in service design, CX, transition, BPM and CI, as a key enabler of the IGBS implementation.

• Support the build of the IGBS Business Transformation and CX team in Guadalajara and other locations.
• Build a network with functional and operational leaders.
• Maintain up-to-date knowledge of broader industry trends, networking with other business services thought leaders for insights and expert practices, including attending webinars and industry conferences.  
• Work with the other leaders in Business Transformation and CX to develop the detailed approach to each element of the role, including setting process standards and developing CI techniques, including automation and AI related approaches – Note, as a new team, the person in this role will have a significant opportunity to shape leading edge ways of working and methods.

Support Functional GPOs in their role of process governance.

• Provide data on service and process performance, customer experience, user feedback, and service issues, to the GPOs, as input to process development planning.
• Structure and manage the detailed process, data, and technology specification on behalf of the GPOs.
• Support the GPOs in their decision making about the changes and priorities to be applied.
• Facilitate alignment between GPOs and IGBS stakeholders.
• Deploy and manage relevant BPM tools and methods as Insulet enterprise standards, including tools required for IGBS implementation.  

Design and implement excellent IGBS services.

• Look for areas where IGBS can create value by onboarding services.
• Agree scopes of work to move to IGBS.
• Be accountable for and lead the projects to scope, design and implement services, handing accountability over to the appropriate operations team to run.
• Set the guiding KPIs for the service, ensure measurement, and agree the baseline.
• Follow IGBS method and standards, including the use of design thinking, to ensure that new solutions are designed from the perspective of the customers (internal and external to Insulet).
• Design, build and maintain sections of the IGBS Service Catalog.
• Champion service catalogue awareness and usage throughout Insulet, drive continuous improvement of the catalog based on customer feedback.

Partner with the functional GPOs and IGBS functional operations teams to drive service excellence and continuous improvement.

• Gather inputs to CI activities, including voice of the process (e.g. performance data for IGBS and Insulet business processes, operational issues, and voice of the customer (e.g. end user and experience feedback).
• Partner with IT to estimate the workload and budget requirements for CI efforts.
• Support the prioritization and alignment on the process CI agenda, with the GPOs and Functional Operations team, getting approval for action.
• Align work portfolios and build teams to work on approved improvement projects.
• Deploy training on CI methods (including Lean Six Sigma) to grow the use of standard CI tools across IGBS.
• Champion the use of digital techniques, including process data mining and mapping, machine learning (ML), digitization, robotic process automation (RPA), artificial intelligence (AI), and other established or emerging technologies in this area.

Support the development of a broader ‘Process Excellence’ as a capability, for use across enterprise processes.

• Work with the rest of the Business Transformation and CX team to create a strong capability that can be additionally deployed to other business process areas.
• This could, in the future, involve the development of an Enterprise Lean framework, along with measurement methods to track progress and outcome.

Education and Experience:

• Bachelor’s degree in a relevant field, advanced degree or equivalent preferred.
• Time spent as a senior consultant leading relevant client projects.
• 12+ years leading business process design, transformation, and improvement activities in mature GBS, BPO service provider or consulting contexts.  
• Knowledge of global and international best practices in process architectures and GPO roles.
• Detailed knowledge of service management best practices used in GBS and outsourcing contexts.
• Demonstrated experience leading and working with industry standard techniques including Lean, advanced process design, and process data mining (as examples).
• Experience of GBS implementations, service design, experience excellence, and process automation.  

Skills/Competencies:

Inspirational leader

• Passionate leader who can develop and lead a set of advanced business process activities.
• Strong leadership presence, upbeat, positive style, and can influence C-suite, senior and mid-level leaders.
• Cares about the culture and team environment.
• Role models servant leader behaviors to all team members, developing the whole team.
• Consulting skilled person.

Networker and change leader

• Global and international mindset.
• Energized working with leaders to shift mindset and drive change within a rapidly growing global organization.
• Agile, with ability to flex approach and navigate our matrixed organization.
• Ability to cut through complexity, set clear and purposeful priorities, and drive simplicity in all activities.
• Thrives in ambiguous business scenarios and can create practical, clear, and simple solutions with high impact.  

Strong business acumen

• Demonstrated enterprise, strategic, critical thinking, and decision-making skills.
• Understands business strategy and can translate into key CI and CX strategies and solutions to drive results.

Continuous improvement expertise

• Knowledge of external industry best practices with demonstrated application of CI and CX, including use of Lean Six Sigma and other process excellence tools in a Finance context.
• Use and develop methods with pragmatism.

Technical expertise

• Expert facilitation skills with senior leaders and all levels of leadership.
• Data analytics ability to identify insights, trends and shape actions and recommendations.
• Strong project management skills in leading global, complex initiatives.
• Focused on IT and technical business processes
• Excellent written and spoken English.

Physical Requirements (if applicable):               

Some international travel will be required, approximately 10% to 20%.