Abbott Work-In Take, Process Improvement and User Experience Manager - Global Access Administration in Abbott Park, Illinois

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Primary job Functions

  • Responsible for work in-take and services offered to ensure consistency, awareness, education, establishing business / divisional relationships and the overall customer experience within Access Management

  • Managing the relationships with divisional and business contacts, management and system/process owners for Global Access Administration services, best practices and ensuring the customer expectation and experience are reviewed and met, as part of the global service offering, reporting to the Senior Management for Global Access Administration

  • Develop processes and standards to allow for Center of Excellence in Global Access Administration as we focus on the following components: -

  • Centralize operation

  • Globalization / Standardization

  • Improve service delivery, response time, effectiveness, efficiency and customer experience

  • Consistent support regardless of time zone

  • Clear defined roles and responsibilities to align with GAA services and operating model to improve customer experience

  • Ensure implementation of global standards and procedures designed to provide compliant, efficient and quality systems operations

  • Drive the consolidation of BTS Global Access Administration regional organizations, processes/procedures within the scope of the global service offering.

  • Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and improve cycle time by reducing wasted time, scrap, rework, etc. resulting in significant business improvement and customer satisfaction.

  • Develop and co-ordinate the performance excellence / performance improvement vision and deployment planning as defined by the Sr management team

  • Perform project management, analytics, and measure to ensure milestones are met and deliverables achieved.

  • Maintain quality service by establishing and enforcing organization standards

Core Job Responsibility

  • Maintain organization’s effectiveness and efficiency by defining, delivering, and supporting strategic plans

  • Identifying opportunities for team training and skills advancement

  • Designing training programs and workshops for staff

  • Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives.

  • Identify trends and process variations as part of establishing a continuous improvement monitoring system

  • Assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy

  • Ensure that the team works in accordance with the approved company operating policies, procedures, practices and methods.

  • Making continuous improvements and adjustments to maintain efficient operations, Monitoring the results of the changes to ensure they are working

Position Accountability / Scope

  • Functionally accountable to Manager, Global Access Administration Operation

  • 6-12 direct report non-exempt Abbott employees and contractors.

  • Has authority and accountability to determine how best to meet BTS and Abbott Divisional overall goals, duties and responsibilities on a Global basis

  • Identify and implement initiatives, processes and procedures to support service offerings for Abbott that provide a high-quality customer experience and best practices in security controls related to access administration controls and services

Minimum Education

Bachelor’s Degree. No advanced degree required.

Minimum Experience / Training Required

  • 3-5 years of IT Security and Site IT experience

  • 4-7 Yrs: Process Development & Enhancement

  • Total Combined Minimum Years of Experience: 5-7 years

  • Industry certification including CISSP, CISM, CISA preferred. Excellent written and verbal communication skills

  • Strong prior experience in Information Security or Technology Risk Management is preferred

  • Strong process design and implementation skills

  • Strong prior experience in Customer Support and user experience

  • Ability to interact with all levels of Management across divisions and functions. Strong negotiation and decision skills

  • Ability to work under pressure and tight deadlines Ability to lead and implement change International experience is a strong plus

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email