Local Process Manager (Process & Governance)

The Local Process Manager-Process and Governance (LPM) is the operational manager accountable for the results of a process for BIS APAC, ensures and controls that process performance & compliance are deployed locally and is accountable for the process deployment & efficiency in the organization. Working closely with Service Delivery Managers to execute the processes in the correct manner, the LPM also builds close, remote, relationship with the Global Process Managers (GPM) team located in Paris.

Duties & Accountabilities:

1. Process Management & Optimization

- Define, document, and standardize end-to-end processes, creating SOPs and workflow diagrams (e.g., RACI charts) to increase efficiency

- Responsible for ensuring the Operations team properly adopts the process.

- Well versed with SDLC and Agile framework to be able to design and develop the framework within the organisation.

- Control the enforcement of the rules, policies and standards as defined with the GPM (Global Process Managers)

- Measures and checks the Requests process effectiveness in the APAC Hub IT Implementation

- Adapt the process to the specificity of the Hub organisation (activities, roles and duties, indicators and metrics) and keep the associated

reference documentation updated

- Is responsible for the regular review and tidy-up of the Request of the APAC zone

2. Governance & Compliance

- Ensure all operational activities comply with internal policies, legal requirements, and industry standards.

3. Risk Mitigation

- Identify potential compliance risks, conduct audits, and implement controls to minimize, report, and manage, often acting as a liaison with internal/external audit teams.

4. Reporting & Monitoring

- Develop key performance indicators (KPIs) to monitor process performance and provide data-driven reports to senior management.

5. Change Management

- Assess, prioritize, and manage organizational changes to ensure they are well-documented and do not violate established compliance frameworks.

- Supporting training and communication as part of change management. Activities may include designing or delivering specialised training resources to the appropriate user base.

- Investigates to detect anomaly and performs the required actions to improve the handling of Requests

- Animates the request process: challenges the backlog growth, identify opportunity of new catalog requests

- Animates the process, possibly with Service Performance Reviews, challenges the pending backlogs on different stakeholders, builds connections between IT teams.

- Investigates to detect anomaly and performs the required actions to improve the process.

- Manages the evolution of the process, introducing new standards and features as required by the management

6. Stakeholder Engagement

- Educate teams on governance policies, lead training sessions, and foster a risk-aware culture.

Are you a MATCH

• Solid knowledge of IT systems/infrastructures and IT production
• Knowledge of IT support processes and organisations
• Professional Certification such as PMP, Prince2, Agile Certified Practitioner (Scrum Master, Product Owner) will be a plus.
• Good knowledge and experience in Project Management
• Knowledge in COBIT and ITIL Frameworks
• ITIL Foundation certification is a must, practitioner level recommended.
• Analytical and objective able to elaborate on, characterize, assess and evaluate technology and tech-related risks dispassionately and rationally;
• An influencer and facilitator able to build strong interpersonal relationships, and inform, guide and motivate managers and technologists with due care and attention to detail;
• Strong communication skills able to explain often complex and obscure technical detail to non-specialists, and (just as importantly) good at listening and sensitively interpreting others;
• A self-motivated leader - demonstrating a passion for and thought-leadership in this domain;
• Confident and trustworthy - keen to earn the respect and trust of, and inspire, others.

What We Offer:

• Hybrid work arrangement
• Office location is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles