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Salesforce.com, Inc Operational Excellence Lead- Shared Services in Toronto, Canada

Job CategoryFinance and Operations

Job Details

Position Description The Global Business Delivery (GBD) team is responsible for Salesforce’s Global Shared Services organization including strategy, operational/performance management, reporting and analytics, process/project management, systems and policies and operational excellence servicing several Salesforce business units including but not limited to Finance, HR, Contact Centers, Sales, Marketing and Analytics.The Operational Excellence Lead will be responsible for supporting the process management aspect of operational excellence mainly focusing on Business Process Management (BPM), document/content management, change management, and quality control for BPM.

This role will be accountable for BPM strategy execution across GBD business partners and shared service partner organizations. The Lead will measure effectiveness of BPM and work with operations leads, PMO, analytics and operational excellence, and business partners to design and implement improvements in the BPM program. The Lead will ensure quality is maintained and improved continuously. Salesforce is a fast-paced environment and we are looking for someone who can hit the ground running to manage multiple responsibilities while producing high-quality work. Responsibilities

  • Manage the business process management (BPM) strategy, training, communication, document/content management, change management, process innovation, and learning and development, collaboratively with business partners to develop project roadmaps, timelines, resource requirements, reporting and communication plans.

  • Leverage internal and external benchmarks to identify business process improvement initiatives.

  • Partner closely with process and enablement teams across Salesforce to identify and prioritize business processes to be documented in our knowledge management tool.

  • Help prepare operational/executive weekly/monthly/ad-hoc reports for all improvement initiatives, change projects, document management, and training plans

  • Manage a team of global outsourced employees across functions

  • Advance strategy for learning and development, including training, for all global employees and work with operations leadership to execute on the plan.

  • Develop customer feedback survey strategy. Provide executive summary with trends and insights.

  • Support report and dashboard development and maintenance within GBD, and ensure the GBD website is kept up-to-date with the latest metrics for each function/process supported.

  • Articulate the benefits and estimated ROI for each initiative.

  • Monitor achievement of SLAs/KPIs for Operational Excellence through performance dashboard for each supplier and with a consolidated view across all regions and partners.

  • Support day-to-day escalations for operational excellence issues globally.

  • Advise GBD teams in complying with internal policies and procedures as part of everyday operations

  • Partner with suppliers to develop Rewards and Recognition programs.

  • Conduct occasional site visits for several onshore/offshore locations

  • Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.

  • Continuously expands knowledge in own and related disciplines and functional area. Keeps abreast of new techniques and procedures and applies them, when applicable, to problem solutions

Required Skills/Experience

  • Bachelors’ degree preferably in Finance or Business Administration

  • Experience in Six Sigma, Kaizen, Lean or other process improvement methodologies.

  • Experience in training, change management, documentation management, and quality control

  • Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences

  • Organized with high attention to detail

  • Ability to multi-task and work with a sense of urgency in a dynamic, fast paced environment

  • Team player with the ability to think independently and consider cross-functional and downstream impacts.

  • Strong communication skills

  • Ability to quickly learn and be proficient with Salesforce systems and tools, troubleshoot and resolve issues.

  • Proficient in using Google products to communicate and collaborate

  • Proficient in Microsoft Office Suite specifically Excel and PowerPoint

  • Able to engage and inspire employees and project team members

  • Able to analyze information, make connections and demonstrates deep level thinking

  • Ability to work with all levels of management

  • Ability to learn quickly in a dynamic environment

  • Excellent team player who is able to work with virtual and global cross-functional teams

  • Organized with high attention to detail

  • Analytical with excellent problem solving skills

  • Flexible working schedule with late night/early morning support hours if needed

  • Ability to travel domestically and internationally 15-20%+

Desired Skills/Experience

  • Certified in Six Sigma, Kaizen, or Lean.

  • Familiar with Business Process Management Tools

  • MBA in finance or international business is preferred

  • Salesforce Admin certified

  • Prior experience working for shared services organizations, major outsourced providers or management consulting firms is preferred.

  • Prior experience in Sales Operations, P2P (Procure to Pay), O2C (Order to Cash), R2R (Record to Report) is a plus

  • Project management certification.

  • Knowledge of Business Systems including: Oracle R12, Coupa and other P2P platforms such as eProcurement, contract management, RFx tools, supplier relationship management (SRM), accounts payable, and payment automation,

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