Process Owner

Process Owner (Service) - Salesforce Service Cloud: - Remote first (client based in London). - Permanent. - Circa £75k-£90k (depending on exp). - Excellent package. **Company & project overview for Process Owner (Service) - Salesforce Service Cloud**: Our client is a specialist, global, information services company that has multiple award winning brands focused around data and digital services within their portfolio. We’re currently helping them to hire and experienced Salesforce Business Analyst. **Role overview for Process Owner (Service) - Salesforce Service Cloud**: Our clients' GPO framework brings ownership and accountability of their processes and platforms to ensure they work across the business and can adapt or scale as the company grows. The GPO for Service will assume responsibility for their global processesthat support their customer service management capabilities. Focusing on distinct cohorts within the GPO framework facilitates collaboration across stakeholders and decision-making across the company's leadership teams. Taking a "product management" approach to the investment in our processes and platforms establishes discipline and longer-term thinking to ensure they support the company's strategic objectives, eliminating impulse-led change in favour of change that demonstratesadded value. Regular releases enable change to be delivered more sustainably for the development teams delivering the change and the business teams adopting it. **Key accountabilities for Process Owner (Service) - Salesforce Service Cloud**: - Challenge and champion change to ensure platform investment delivers value; - Manage the product roadmap across Client Management & Customer Service Management; - Present recommendations to OpCo & SteerCo, backed up with empirical evidence; - Manage & co-ordinate the wider stakeholder engagement; - Validate requirements, business impact & business case; - Responsible for training & adoption, prioritising training needs accordingly; - Approval of business requirements gathered by Business Analysts; - Leverage process-mining tools & data to identify opportunities to optimise process; - Approving business comms associated with change. - Execute the customer service strategy by strengthening and embedding the underpinning global processes, establishing a robust 'corporate memory’ of best practices and world class service capabilities that enhance the customer experience and make the companyeasier to do business with. - Continuously assess the global commercial and service landscape and identify cultural, legal and technological nuances regionally. Then, adapt service processes and capabilities to cater for local requirements, whilst upholding the overall strategy forcustomer service management and best practice processes, for the company's global brands. - Whilst adapting and evolving global processes, ensure customer touch points are designed in ways that uphold Brand familiarity, identity and reputation. **Experience required for Process Owner (Service) - Salesforce Service Cloud**: - Product Management experience with a track record of delivering best in class Salesforce Service Cloud solutions. - Salesforce Service Cloud Certifications essential. - Senior stakeholder management experience with the ability to challenge, influence and guide. - Resource planning and management. - Business Analysis experience including process mapping, requirements gathering and change - prioritisation. - Change Management experience including change impact assessments, development and - execution of training and adoption strategies and other business readiness initiatives to prepare business functions for significant change. - Proactive self-development to stimulate a broad knowledge of wider Salesforce capabilities and their potential benefits. - Ability to operate in a fast paced organisation within a quickly evolving business landscape.