Business Process Manager - Finance (Hybrid)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Job Description

Job Title: Business Process Manager (Finance) – Insulet Global Business Services (IGBS)

Department: Global Operations

Position Overview:

We are building a new (greenfield) Insulet Global Business Services (IGBS) organization to support the rapid growth of

our company through excellent business services, delivered in an optimized model. To enable IGBS, a Business

Transformation and Customer Experience (CX) team is being created to manage service and experience design,

transition, and continuous improvement (CI) across a range of processes. Reporting to the Business Process Director

(Finance), the Business Process Manager (Finance) takes a hands-on role as part of the Business Transformation and

CX team, managing activities across all in-scope Finance processes (Hire to Retire). They work closely with Finance

Global Process Owners (GPOs), that are leaders in the Finance function, and Functional Operations teams in IGBS

(Head Finance Operations and Global Service Owners – GSOs – who have global accountability for service delivery).

There are three primary objectives of the role:

1. Support the Finance GPOs (senior leaders in the Finance function) to effectively govern the processes.

2. Design and implement excellent GBS services that people want to use, using design thinking and process-led

solution design approaches, handing them over to the Functional Operations teams to run.

3. Partner with the Finance GPOs, and Functional Operations teams to drive service excellence and continuous

improvement, including the implementation of automation and AI enabled processes.

This is a hands-on and impactful role, requiring someone to work in projects across the Hire to Retire process, that is

motivated to think strategically, and design services from the outside in, with a customer first mindset. They will get

deep into the process architecture of our services, caring about the detail with appropriate pragmatism. They should

have good consulting skills, to be able to facilitate, express their insights clearly, and agree practical actions with

multiple stakeholders. The role suits someone that has an interest in pushing the boundaries to experiment and find

the best ways to improve and deliver our processes, including the use of automation, machine learning and artificial

intelligence.

The role has no direct reports but will have a broad impact by coaching and influencing people in project and

improvement teams. To succeed, the role must be highly collaborative, working with other Business Transformation

and CX team members, Finance team members, service delivery and IT, to find the best ways of working for our

company.

Responsibilities:

1. Establish IGBS capabilities in service design, CX, transition, BPM and CI, for Finance operations, as a key enabler

of the IGBS implementation.

• Build a network with functional and operational leaders, explaining the benefits of working closely with IGBS

and the Business Transformation and CX team.

• Maintain up-to-date knowledge of broader industry trends, networking with other business services thought

leaders for insights and expert practices, including attending webinars and industry conferences.

• Bring insights and personal expertise into the Business Transformation and CX team, to develop the detailed

approach to each element of the role, including setting process standards and developing CI techniques,

including automation and AI related approaches.

2. Support Finance GPOs in their role of process governance.

• Provide data on service and process performance, customer experience, user feedback, and service issues, to

the GPOs, as input to process development planning.

• Structure and manage the detailed process, data, and technology specification on behalf of the Finance GPOs.

• Support the GPOs in their decision making about the changes and priorities to be applied.

• Support the Business Process Director (Finance) to facilitate alignment between GPOs and IGBS stakeholders.

• Deploy and manage relevant Business Process Management (BPM) tools and methods as Insulet enterprise

standards, including tools required for IGBS implementation.

3. Design and implement excellent IGBS services.

• Use agreed governance processes to suggest areas where IGBS can create value by onboarding services and

get agreement for scopes of work to move to IGBS.

• Lead the projects to scope, design and implement Finance services, handing accountability over to the

Finance Functional Operations team to run.

• Set the guiding KPIs for the service, ensure measurement, and agree the baseline.

• Follow IGBS method and standards, including the use of design thinking, to ensure that new solutions are

designed from the perspective of the customers (internal and external to Insulet).

• Work with service delivery and IT to build the tools necessary to deliver a great experience, including selfsolve tools (such as simple knowledge articles and chatbots), and maintain service catalog entries.

• Champion service catalogue awareness and usage throughout Insulet, drive continuous improvement of the

catalog based on customer feedback.

4. Partner with Finance GPOs and IGBS Finance Operations teams to drive service excellence and continuous

improvement.

• Gather inputs to CI activities, including voice of the process (e.g. performance data for IGBS and Insulet

Finance business processes, operational issues, and voice of the customer (e.g. end user and experience

feedback).

• Working with the Business Process Director (Finance), maintain a Service Development Plan with each GSO.

• Partner with IT to estimate the workload and budget requirements for CI efforts.

• Support the prioritization and alignment on the Finance process CI agenda, with the Finance GPOs and

Finance Functional Operations team, getting approval for action.

• Build teams to work on approved improvement projects.

• Deploy training on CI methods (including Lean Six Sigma) to grow the use of standard CI tools across IGBS and

the Finance function, coaching and mentoring Green Belt projects.

• Champion the use of digital techniques, including process data mining and mapping, machine learning (ML),

digitization, robotic process automation (RPA), artificial intelligence (AI), and other established or emerging

technologies in this area.

5. Support the development of a broader ‘Process Excellence’ as a capability, for use across other enterprise

processes.

• Work with the rest of the Business Transformation and CX team to create a strong capability that can be

additionally deployed to other business process areas.

• This could, in the future, involve the development of an Enterprise Lean framework, along with measurement

methods to track progress and outcome.

Education and Experience:

 Bachelor’s degree in a relevant field, advanced degree or equivalent preferred.

 8+ years leading Finance business process design, transformation, and improvement activities in international

GBS, BPO service provider or consulting contexts.

 Knowledge of best practices in Finance process architectures, GPO roles, and SAP related processes, including at

least one of Requisition to Pay, Record to Report, and Quote to Cash.

 Demonstrated experience working with industry standard techniques including Lean, advanced process design,

and process data mining (as examples).

 Experience of GBS implementations, service design, experience excellence, and process automation.

Skills/Competencies:

Collaborative consultant

 Consulting skills are an essential element of the role – facilitative, upbeat, able to make progress in ambiguous

situations, create practical, clear, and simple solutions with high impact, and bring stakeholders on a journey.

 Builds bridges across the enterprise, including IT and service delivery, sees things from the perspectives of others.

 Team first mindset, contributing to the development of the group and an outstanding culture.

 Leads others through competence and influence.

 Role models servant leader behaviors to all team members.

Process analysis and design

 Data analytics ability to identify insights, trends and shape actions and recommendations.

 Ability to design and optimize processes from the customer’s perspective.

 Interest in the hands-on development of AI and automation techniques.

 Strong project management skills in leading complex multinational initiatives.

Continuous improvement expertise

 Knowledge of external industry best practices with demonstrated application of CI and CX, including use of Lean

Six Sigma and other process excellence tools in an Finance context.

Networker and change champion

 Global and international mindset.

 Energized working with others to shift mindset and drive change within a rapidly growing global organization.

 Agile, with ability to flex approach and navigate our matrixed organization.

 Ability to cut through complexity, set clear and purposeful priorities, and drive simplicity in all activities.

 Excellent written and spoken English.

Strong business acumen

 Understands business strategy and can translate into key CI and CX strategies and solutions to drive results.

 Can balance clear thought processes, with the pragmatism required to get things done.

Physical Requirements (if applicable):

Some international travel will be required, approximately 10% to 20%.

NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office at least 1x/week; may work remotely other days). #LI-Hybrid