Case Management Business Process Owner

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.

This position reports to

Service Business Process Owner

Your role and responsibilities

We are seeking an experienced Case Management - Business Process Owner to lead the transformation of customer support processes within our Electrification Service division. In this role, you will define and implement business process blueprints, driving standardization and operational excellence across contact centers and remote support units. As a key player in the transition to the Salesforce platform, you’ll oversee the end-to-end case management process—from registration and resolution to follow-up—while ensuring alignment with organizational goals through collaboration with subject matter experts and cross-business peers. • Manage process blueprints for case management ensuring addressing business needs in domains such as customer support processes, contact centers and remote support centers processes • Validate & implement business & data requirements for the process to be functional and efficient • Ensure and support implementation of the process across the organization • Manage and/or support distinct projects in case management • Train and educate local units in use of case management and related add on applications & processes (trainings, workshops, champions forums...) • End-to-end process performance responsible: implement, monitor and improve by business value metrics/KPIs • Collaborate with business process owners and peers in other processes/ businesses

Qualifications for the role

• Minimum 3 years experience in Case Management/Customer Support or similar processes and applications (e.g. Salesforce CRM, MS Dynamics, SAP Customer Service / CRM) /
• University degree: Bachelor or Master’s degree in Business Administration (MBA), Industrial Engineering, Operations Management or related field
• Project management & change management experience
• Good understanding of Operational Excellence and business process competence in a complex organization
• Cultural awareness and works well across different cultures
• Strong communication skills
• Open to travelling

More about us

We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory