Process Owner

Leading the hospitality revolution, Accor is more than a hotel group.
With luxury to economy, homestays to resorts, we are a holistic ecosystem of 40 brands in 110 countries, Talent and Solutions, ready to engage with the future’s endless possibilities.
Accor has an offer to bring new life to the way you live, work, play and do business with a personalized guest experience.

**Presentation of the environment**:

- Accor Tech is a leading hospitality technology employer, headquartered in Paris, and operating across the world: our global #OneTechTeam works to simplify and accelerate technology for Accor’s hospitality businesses.
We focus on the needs of owners, hotel managers and our Accor colleagues and we remain committed to leading technology innovation in our industry.
We are accelerating our Move to Cloud strategy to support our fast-changing environment?and?execute on our overall strategy.

**Accor Tech team members are responsible for**:

- The infrastructure and day-to-day operations of over 5,000 hotels,
- The stability and security of complex local and global tech systems,
- The hotel tech experience for hotels, guests, and partners
- The architecture of our systems and solutions
- The corporate backbone, systems and solutions that enable Accor to operate successfully,
- The definition, planning and execution of our strategy that future-proof our business and ensure we remain competitive.

**The team you will join**:
Tech performance is a team responsible for our governance, our roadmap and budget control, and for driving Accor Tech performance in execution by:

- Designing and running Tech Governance
- Designing Tech cost structure and measuring efficiency in support of Finance Teams
- Formalizing process mapping and drive improvement projects
- Managing our Run & Build Activities Portfolio

Key interactions are : All Accor Teams globally (in headquarters & hubs) in IT & Business teams.
External partners.
Occasional traveling may be needed.

**Position**:
This position is a new job we create at Accor.
Within Accor Tech you are responsible for monitoring the process of Hotel Support end-to-end, coordinate with all actors and make propositions to improve global efficiency, hotel satisfaction & costs.
You rely on process mining tools to analyze the process and organize a regular governance with all stakeholders.

**Role and responsibilities**:

- Responsible for monitoring the end-to end hotel support process
- Formalize the process and establish communication support to main actors to facilitate understanding.
- Use process mining tools and propose evolutions to better monitor the process
- Organize governance with all actors involved in the Hotel Support process & within stakeholders
- Make propositions (process, organization, procedures) and adapt influence/change strategy to make it happen
- Bring hard facts and KPI to top managers when arbitrages are necessary
- Link with Operational Excellence Team within Tech Performance when transformation project or complex problem-solving skills are required on part of the process
- Train teams on how to better monitor the process and what KPI monitor

**Qualifications**:

- Background and experience:

- 8+ years experience
- Strong experience in process ownership and customer/support organizations
- Has been a team leader/manager/project manager
- Has managed transformation or transversal projects
- Education level: Degree from engineering or business school
- Language: Fluent in French & English
- Technical and business competencies:

- Must-have:

- Expertise and trained on Quality of Service and operational Excellence (Lean / Six Sigma)
- Know process mining principles & tools
- Very strong analytical skills & problem-solving skills
- Very strong written and oral communication skills
- Perseverance, Curiosity, and organization
- Strong influence skills to Top Management as well as line operators.
- Strongly result oriented
- Nice to have:

- Green or Black Belt Certification is a plus

**Additional Information**:

- Process is highly complex and highly scattered (~10000 tickets/months over 8 hubs with different process and stakes)
- The process owner must be able to have high degree of flexibility and interpersonal intelligence

Job location: the job could be based in Evry or Issy-Les-Moulineaux

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

**Why work for Accor?**

We are far more than a worldwide leader.
We welcome you as you are and you can find a job and brand that matches your personality.
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the