Job Title: Senior Manager, Integrated Business Solutions

Req Id: 3129

Work Model: Hybrid

Company: Altria Client Services

State/Province: Virginia

Job Description:

In this role, you will shape how services are delivered across internal teams and outsourced partners, shape narratives that positively impact adoption and perception of ABS. You'll partner closely with Global Process Owners (GPOs), executive leadership, and business stakeholders to identify optimization opportunities and unlock enterprise value through the ABS operating model.

This role is based in Richmond, VA.

What you will be doing:

Business Engagement 20%
• Create business outreach infrastructure.
• Identify Top gaps to address by stakeholder groups, develop a communication strategy that best addresses concerns.
• Develop reliable, data driven infrastructure that builds trust and transparency among key stakeholders.
• Facilitate regular service reviews with business leaders to assess satisfaction and emerging needs.
• Advance ABS Operating Model valuation, leading performance visibility, accomplishments and relevant time/cost savings for stakeholders.

Continuous Improvement & Transformation (20%)
• Lead the consolidation of continuous improvement efforts across BPO towers (Lean, Automation, AI enablement)
• Shape ABS Service Delivery products by creating business plans that align with enterprise and ABS goals.
• Identify and prioritize optimization opportunities across services, partnering with process owners and delivery teams to marry needs with capabilities.
• Enable adoption of tools, process improvements and intelligent automation

Create a unified ABS brand experience (30%)
• Champion consistent messaging across teams through simple message points that drive forward-looking visibility and focuses on change cycle and business user benefits.
• Provide talk tracks, FAQs, and quick reference guides for common questions.
• Establish omni-channel communication touchpoints, meeting stakeholders in their most common pathways.
• Audit and ensure consistency in user experience across all Service Now workflows (i.e. emails, notifications, features etc.).
• Turn metrics into compelling insights and narratives, highlighting contributions, accomplishments and benefits.

Service Optimization & Governance (30%)
• Collaborate with BPO to design and elevate opportunities for further enhancements to ABS processes and scope.
• Deeply understand Service Delivery ecosystem to inform recommendations & priorities.
• Develop and manage Service Delivery catalogue to inform advances in automation & Continuous Improvement
• Identify & engage with key stakeholders across the business and ABS team, prioritizing highest value efforts to drive efficiencies and adoption.
• Establish governance framework to ensure stakeholder (BPO, ABS LT, Business Domain Sponsors) buy-in and transparency of forthcoming service enhancements.

We want you to have:
• Bachelor's degree in Accounting, Finance, Business Administration, Communications or a related field. Master's degree preferred.
• 10+ years of experience in any of the following, service management, change management & communications, with at least 5 years in a leadership role.
• Deep knowledge and understanding of shared services and global business services (GBS) organizations.
• Experience leading change initiatives, strong communication and people skills.
• Strong executive presence and ability to diversify message to fit the audience.
• Experience with BPO (Business Process Outsourcing) assessment, transition, and management.
• Experience in organizational transformation and service management platform (ServiceNow is preferred).
• Experience with management of transitions into a shared service model.
• Strong financial acumen, i.e., ROI and savings methodologies.
• Excellent analytical and problem-solving skills, with the ability to analyze complex service delivery issues and make sound business decisions.
• Ability to collaborate effectively across peer and business partner groups.
• Ability to build strong interpersonal relationships and a track record of influencing.

The starting salary is based on but not limited to experience, knowledge, and qualifications in determining compensation decisions. The Salary Range for this position is: $132,500.00 - $202,100.00.

This position is not eligible for sponsorship.