2022 Process Architect/Service Design (Rolling Intake)

About Globe Telecom

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. They provide cellular, broadband, and mobile data services by focusing on enriching their content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. They want to enrich lives through communications by simplifying technology so that they bring customers closer to what matters most.

Your role

This role is responsible for defining end-to-end processes and mapping them to the customer experiences it supports. The role primarily also orchestrates the necessary meetings, workshops, and ideation sessions to align all process stakeholders and ensure that each understands their role and contribution in
delivering the end-to-end process and spearheading improvement efforts to ensure that desired customer experiences, customer success measures, and process metrics are achieved and delivered.

1. Process Governance 

• Steer Globe Process Community to select and plan for integration of any new standards and best practice methods.
• Use benchmarking services and industry research into both current and emerging process standards and best practices and assess fitness and potential benefit for Globe adaptation. 
• Conduct periodic meetings and reviews with the process community to align and conduct performance analysis of process vis-a-vis experienced delivered by looking at both customer success measures and process metrics. 

2. Process Architecture/Design 

• Develop process architecture standards to bring consistency to process solutions including but not limited to - Policy, Standards, Process, Roles and Accountability, Automation, Inter-process linkages, Control Objectives, Metrics/KPIs, and Maturity guidelines 
• Define end-to-end process (level 3) and supporting activities (level 4) mapped to specific customer experience being supported with alignment to process owner to ensure acceptance of accountability and KPIs and metrics.

3. Work Design Facilitation and Service Blueprinting 

• Uses VOC, VOE, and VOP to support improvement initiatives and ensure experiences are being delivered to customers.
• Collaborate with process owners to develop and maintain process blueprints, aligned with process models; operate as a guidebook for future process development requirements; and book of record for implemented process improvements. 
• Collaborate with process owners in planning and defining process development roadmaps; which will guide process releases.
• ​Facilitate workshops to gather input on process roadmaps to gain input and development support from various process practitioners and management.
• Synthesize output from workshop sessions to come up with a service blueprint. 
• Test and validate process blueprints developed into prototypes with the process community to solicit input and expertise. 
• Conduct periodic health checks against the process blueprint to assess the integration of previous process change into BAU operation to measure actual benefits realized from improvement releases.

Training, development & rotations

A challenging eight-week program that blends classroom learning with real-world application, it is a great opportunity for interns to work on meaningful projects that directly impact business results.

This is open to local and international students in their second to last (penultimate) year of their college education.

On-The-Job-Training Program  - Running throughout the entire year, this project-driven program allows students to contribute to Globe, directly impacting business results. It aims to gather talents with Business and Technical degrees, and as a feeder to the Management Development Program.

This is open to local and international students in their second to last (penultimate) year of their college education.

Cadetship Program - A two-year program that provides the flexibility to explore career opportunities within the engineering domain. You will work with different teams in the Network Technical Group and get on-the-job training.

This is open to graduates in the top 10% of their Electrical and Communication Engineering courses. Candidates with leadership potential and a track record of extra-curricular participation are preferred.

Globe Post-Graduate Internship Program - A challenging eight-week program where you will apply your experience to real projects with a direct business impact. Highlights of the program include frequent opportunities to interact with senior management and executives.

This is open to postgraduates/MBA students (local and international) between their 1st and 2nd-year degrees and individuals with outstanding industry expertise.

Compensation & benefits

• Maternity & Paternity Leave
• Maternity & Paternity Leave
• Vacation & Paid Time Off

Career progression

In partnership with top colleges and universities, Graduate to Globe is a development program set out to discover the best and brightest young minds for the next generation of Globe. Join us, and make the most of your passion.

In partnership with top colleges and universities, Graduate to Globe is a development program set out to discover the best and brightest young minds for the next generation of Globe. Join us, and make the most of your passion.

Work-life balance

Globe cares for people, not only for its employees but also the communities surrounding its operations, as they are critical to the success of its business. Their commitment to uphold and respect human rights includes promoting safe and secure working environments for all workers, which is in accordance with the principles and standards of good corporate governance they adopt. It is the management’s primary objective, the employees’ individual and collective responsibility, including their business partners to meet this commitment.

Their commitment to occupational health and safety through a workplace with prime consideration for the safety and well-being of their employees, partners, and the public is guided by ISO 45001 Occupational Health & Safety (OHS) Management System, ISO 31000 Risk Management Guidelines, and International Labour Organization Standards.

Company culture

19 employees at Globe Telecom have reviewed Globe Telecom across various culture dimensions, providing their opinions on items ranging from executive ratings to the pace at work. The latest review was 8 days ago.

Overall, the 19 Globe Telecom employees give their leadership a grade of A-, or the Top 15% of similar size companies on Comparably. This includes specific ratings of their executive team, CEO, and manager.

Employees at Globe Telecom are pleased with their total compensation at Globe Telecom, which includes a combination of pay, stock and equity, and benefits.

Overall, employees at Globe Telecom are extremely happy with their team. 19 Participants grade the quality of their coworkers an A+. The majority believe the meetings at Globe Telecom are effective, and the majority look forward to interacting with their coworkers.

The majority of employees at Globe Telecom believe the environment at Globe Telecom is positive. Most Participants believe the pace of work at Globe Telecom is extremely fast. About 60% of the employees at Globe Telecom work 8 hours or less.

Overall, the employees at Globe Telecom are happy, based on their aggregated ratings of future outlook, customer perception, and excitement about going to work.

How to apply

To apply for this position, simply click the “Apply” button on this page

Source/s

• Glassdoor.com
• Comparably.com