**Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Office **Job Description** The GBS Business Process Lead - Customer Care is an outstanding opportunity to become a vital part of Thermo Fisher Scientific Inc. in Hungary. This role is integral to crafting and implementing world-class customer care processes that improve our efficiency levels and streamline operations. Join us and be a part of a team that consistently strives for excellence and flawless execution. **Key Responsibilities:** + Manage the development and maintenance of the end-to-end process taxonomy for Customer Care. + Collaborate with workstream leaders across the GBS Shared Service Centers and the business to drive balanced end-to-end process improvements globally that align with business strategy. + Assess and articulate business requirements, analyze design options, and proactively seek out and determine process simplification and standardization opportunities that will eventually drive Automation within the process. + Participate in the Productivity Governance Program, including weekly workstream meetings along with Shared Service Operations, PPI, Automation, and IT. + Support global deployment and adoption of a standard end-to-end process within and across Shared Service Centers whilst minimizing the requirement for customization as required. + Collaborate with the Shared Services Operations teams in all locations to ensure resources receive accurate training on processes, policies, and systems. + Assist in developing metrics and service level agreements (SLAs) for the Customer Care department within the GBS Shared Services. + Lead ongoing policy governance and compliance. **Minimum Requirements/Qualifications:** + 5+ years of work experience with/within a shared services environment or in a consulting capacity. + Prior experience within the Customer Care area. + Previous Process Governance and/or Process Excellence experience. + Proven ability to interact with multiple levels of leadership both internally and externally, and influence peers and senior management in a complex, geographically dispersed matrix organization. + Self-directed, dynamic, and customer-centric change-agent who thrives in a challenging and changing environment. + Highly collaborative; aligns effectively with colleagues and business partners to deliver results while improving the success of all contributors. + Skilled communicator and proven relationship builder, able to operate within a multitude of formal and informal networks while managing the competing interests of collaborators from different teams. + Shows a dedication to continual learning and consistent improvements in efficiency. + Excellent attention to detail required. + Discernment in building successful relationships with crucial partners. **What We Offer:** + **Competitive Compensation Package:**  Benefit from a competitive salary, Cafeteria benefits (SZÉP-card allowance), and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included. + **Comprehensive Health & Well-being Support:**  Enjoy a Medicover health insurance package with health screenings, life, accident, and critical illness insurance, as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs. + **Career Growth & Professional Development:**  Advance your skills through soft and hard skill training, continuous learning opportunities, and complimentary language courses available after three months of employment. + **Modern & Convenient Work Environment:**  Work in a modern office featuring standing desks and ergonomic chairs, located approximately 10 minutes from the city center, with complimentary parking provided. + **Inclusive, Multilingual Culture:**  Join our multilingual work environment with native colleagues, fostering a vibrant, collaborative atmosphere supported by innovative technology. + **Engaging Community & Events:**  Participate in exciting team and company events, including social responsibility initiatives and after-hours activities, as we celebrate diversity and shared achievements. We offer an innovative, forward-thinking environment with outstanding career development prospects. Join us and be part of a team that stands for integrity, intensity, involvement, and innovation. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.