Director, Process Reinvention, Engineering, Automation & AI

Director – Process Reinvention, Engineering, Automation & AI, Continuous Improvement | GUA | GSW | QRO | Other locations

The Director – Process Reinvention, Engineering, Automation & AI, Continuous Improvement operates as a core leadership role within Enabling Capabilities and serves as a catalyst for changing how MGS operates.

The role combines disciplines that have traditionally been managed separately process engineering, Lean and continuous improvement, automation, AI and digital enablement into an integrated capability focused on end-to-end business outcomes.

The position is not accountable simply for deploying automation tools or delivering isolated improvement projects. Its mandate is to challenge existing ways of working, redesign processes from an enterprise perspective and determine where work should be simplified, eliminated, standardized, automated or augmented by AI.

The Director leads a multidisciplinary team and must create the environment, capabilities and governance required to move from experimentation to repeatable and scalable transformation.

The role works closely with:

• MGS Leadership Team and Functional leaders.
• SCDT Global Process Owners and Service Owners.
• Portfolio, Demand & Value Realization.
• Services & Capabilities, Performance & Insights.
• Digital Technologies.
• Data, Analytics and AI teams.
• Finance (MGSF/ S&F) and Value Management.
• Risk, Controls, Privacy, Security and Legal teams.
• Segment and business stakeholders.
• Transformation and change management teams.
• External technology and strategic partners.

The role works through a combination of direct team leadership, capability ownership, governance and influence across a highly matrixed organization. Success requires balancing innovation and speed with scalability, controls, responsible technology adoption and sustainable operational change.

The Director is expected to challenge existing operating models and functional boundaries where necessary, while building strong partnerships with process owners who remain accountable for business outcomes.

The role operates globally across multiple functions, processes, geographies and time zones and will have significant exposure to senior leaders and enterprise transformation agendas.

Key Responsabilities:

• Lead the Process Reinvention, Engineering, Automation & AI, and Continuous Improvement capability, defining its strategy, establishing the enterprise framework, governance, standards and operating model, and multi-year roadmap.
• Champion Enabling Capabilities within MGS, leading the organization to maturity and a strong experience with Enabling Capabilities.Lead, develop and inspire a high-performing team of process, automation, AI, Lean and continuous-improvement professionals.
• Establish a consistent enterprise approach for process reinvention, process engineering and operational improvement across MGS.
• Identify and prioritize opportunities to simplify, standardize, automate or fundamentally redesign end-to-end processes.
• Drive a shift from task-level automation toward end-to-end process reinvention, combining process redesign, digital capabilities, automation, analytics and AI.
• Establish methodologies and governance for process discovery, process design, process engineering, automation and continuous improvement.
• Partner with service and process owners to define target-state processes, eliminate unnecessary complexity and improve customer and associate experience.
• Build and manage an enterprise pipeline of process reinvention, automation, AI and continuous-improvement opportunities.
• Ensure opportunities are assessed consistently based on strategic alignment, feasibility, scalability, productivity, experience, risk and value potential.

Job Specifications/Qualifications:

• Bachelor’s degree in Engineering, Business Administration, Technology, Computer Science, Operations Management or a related discipline required.

• MBA, Master’s degree or equivalent advanced qualification strongly preferred.

• Lean Six Sigma Black Belt or Master Black Belt certification strongly preferred.

• Qualifications in process engineering, process mining, automation, AI, Agile or change management are advantageous.

• Relevant certifications in automation, cloud, AI or digital-transformation platforms are beneficial.

• Extensive senior leadership experience in process transformation, operational excellence, automation, AI, engineering or enterprise transformation within a complex global organization.

• Demonstrated experience building and leading multidisciplinary teams across process engineering, automation, AI and continuous improvement.

• Strong expertise in end-to-end process redesign, simplification, standardization and process-engineering methodologies.

• Deep understanding of Lean, Six Sigma, continuous improvement and structured problem solving.

• Significant experience delivering automation and digital-transformation programs at scale.

• Strong understanding of AI and emerging automation capabilities, including practical application of generative and agentic AI to business processes.

• Experience identifying and scaling automation and AI use cases based on measurable business outcomes rather than technology experimentation alone.

• Strong understanding of process mining, workflow technologies, RPA, intelligent automation and analytics-enabled process improvement.

• Experience establishing governance, standards and lifecycle management for automation and AI capabilities.

• Strong understanding of productivity, capacity release, cost efficiency, service quality and value-realization methodologies.

• Demonstrated ability to influence senior leaders and challenge established processes, policies and operating assumptions constructively.

• Experience operating across multiple functions and designing solutions that optimize enterprise outcomes rather than individual silos.

• Strong business, financial and technology acumen, with the ability to connect process changes with strategic and economic outcomes.

• Experience in Global Business Services, shared services or complex multinational operations strongly preferred.

• Excellent executive communication, facilitation, storytelling and stakeholder-management skills.

• Fluency in English required; additional languages are advantageous.

Additional Requirements:

• Ability to operate effectively in a fast-paced, highly matrixed and continuously evolving global environment.

• Ability to analyze complex end-to-end processes, technology landscapes and operating models and translate them into actionable transformation opportunities.

• Ability to manage multiple strategic priorities and make decisions where technology, process, risk and organizational considerations compete.

• Ability to lead teams and stakeholders through significant process and technology change.

• Ability to challenge established ways of working and facilitate complex cross-functional decisions.

• Ability to remain current on rapidly evolving AI, automation and digital technologies.

• Ability to operate across multiple geographies and time zones, including occasional early-morning or evening engagements.

• Domestic and international travel may be required.

• No routine requirement for significant physical lifting; standard office mobility requirements apply.

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