Position Summary

As a Global Process Owner, you will report to the Senior Director of OTC GPO, partnering with functional and business leaders to define a clear vision, strategy, and technology roadmap for the end-to-end process you own, ensuring alignment with enterprise and functional strategies. In this role, you will effectively manage and continuously improve the process to deliver world-class order to cash processes for HVAC Service and Installation lines of Business in North America and address current and future process needs that meet JCI stakeholder and customer requirements. Success in the role requires inspirational leadership and exceptional influencing skills, while you continue to advance JCI's process management capabilities and performance.

Key Responsibilities

• Strategy: Lead the development, refinement, and deployment of the end-to-end process strategy with a focus on front-end processes, thus ensuring quality inputs into the billing back-office function and driving successful end-to-end results, measured in improved customer billing satisfaction, disputes, credits and first-pass-yield.
• End-to-end: Understands process architecture and taxonomy. Owns end-to-end process design and execution, compliance and performance, including cross-functional process hand-offs and tact times.
• Performance Metrics/Process Outcome: Sets process performance standards and KPIs and Quality Assurance that drive customer billing satisfaction, disputes, credits and FPY, and collaborates on shared service SLAs. Publishes monthly process dashboards
• Master Data: Owns definition of process master data to ensure that process flow is achieved regardless of the number of affected functions and geographies. Collaborates with Global IT to implement master data management standards.
• Policy: Define and implement policies to ensure compliance and consistency across the organization. Lead process design and optimization initiatives to improve efficiency and effectiveness of billing processes.
• Continuous Improvement: Partners with key stakeholders to maintain VSMs and current state process maps, identify opportunities for improvement, facilitate periodic kaizen events, and define actions to achieve the future state. Roll-out standard work and ensure adherence across all domains and geographies.
• Technology: Identifies and partners with Global IT to define technology roadmaps and select necessary technologies to drive standardization, automation, and process improvement
• Stakeholder Management: Ensures all touchpoints of the end-to-end process are creating a win-win situation with all internal and external stakeholders, such as, functions, business units, customers, partners, suppliers and customers.
• Cross-functional Collaboration: Work closely with key stakeholders to ensure requirements are clear, expectations are aligned and strong process adoption and compliance are achieved.
• Change Management: Lead and support change management efforts related to process improvement implementation and future state, ensuring effective communication, training, and adoption throughout the organization. Identify and mitigate potential risks and resistance to change and provide guidance and support to stakeholders at all levels.

Leadership, Behaviors and Competencies

• Provide leadership and strategic direction to the team involved in the successful operation of the end-to-end process ranging from direct reports to supporting and enabling functions and delivery organization
• Lead the future state of the end-to-end process across the organization and be an advocate of change consistent with strategic direction.
• Concise, yet pragmatic and balanced, with charismatic style and transformational intent.
• Influence with ability to engage people at all levels of the organization, enlisting commitment and buy-in, where necessary.
• Manage and coach the team on process management excellence, providing guidance and support.
• Action- oriented, enforcing the culture of continuous improvement and customer centric mindset
• Manage issues, risks, and opportunities, assisting team members in removing roadblocks.
• Adapt communication style in response to varying situations, groups, and cultures.
• Ability to operate in a matrix organization and ability to lead without authority.
• Enable and support others to make decisions and take reasonable risks.
• Excellent leadership and communication skills, with the ability to influence and collaborate effectively with stakeholders at all levels.

Experience and Skills

• Bachelor's degree in business administration, Management, or a related field.
• A MBA degree, and/or professional certifications like Lean, and Six Sigma, and/or experience with Johnson Controls Business System (JCBS).
• Minimum of 10 years of relevant HVAC Service and Installation business administration experience with demonstrated capability to manage cross-functional process outcomes.
• Well-rounded business leader with strong capabilities and understanding of commercial, operational, and financial levers of the business. Demonstrated Conflict resolution and problem solving skills is a must
• Experience with continuous improvement methodologies such as Lean, and Six Sigma Proficiency with business process management software, ERP systems, and data visualization tools like Tableau or Power BI. Experience with process automation tools is a plus.
• Ability to engage globally, understand and work effectively in a culturally diverse organization.
• Strong analytical and problem-solving skills, with the ability to think strategically and translate complex ideas into actionable plans.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
• Ability to travel.

HIRING SALARY RANGE: $100,000-150,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-u