Operational Excellence Lead

Operational Excellence Lead

As part of the M&C Sales Operations team, this role is responsible for supporting the delivery of a simple, consistent customer experience positively impacting customer retention and income generation. The Operational Excellence Lead will ensure that operational processes are fit for purpose, applied consistently, well documented, and managed. Processes should adhere to bp's legal and financial requirements; minimize risk for bp. The role is customer centric and ensures customers are our focal point. This role will contribute to defining, implementing, and continually improving our operational processes, programs, and support tools.

Key Accountabilities

• Support integrated solutions across cross functional teams to drive continuous improvement and deliver operational excellence in getting customer basics right to provide our customers a seamless experience.
• Enable an effortless customer transactional experience through automation, standardization, and process simplification.
• Business Subject Matter Expert- Lead to Contract processes, specific to Branded and Franchise operations.
• Leverage Agile principles to inspire change & automation in end-to-end processes across Branded and B2B Commercial businesses.
• Engage with I&E Product management (salesforce, bp Connection, DocuSign). Support discovery squads for digital agenda, prioritization, new business opportunities.
• Monitor trends, analysis, metrics, and response plans to achieve & sustain desired levels of performance vs. targeted kpi's.
• Connect digital through to process standardization and optimization.
• Support Voice of Customer feedback to improve our ways of working.
• Identify and prioritize CI and enhancement feature requests from the business and system modifications required to support new programs, new products, and organization changes.
• Maintain process documentation and train team members in process changes, system implementations and policy changes.
• Identifying and incorporating standard methodologies across M&C and bp.
• Optimize the end-to-end Order 2 Cash value chain to achieve operational excellence in our service levels, process performance, and easy of doing business.

Job Holder Requirements (Minimum education, experience & capabilities)

Education

Bachelor's Degree, Business, Marketing, Finance, Operational Management (or related)

Experience

• Strong Salesforce &/or Customer Portal 2+ years of experience.
• At least 5 years of experience in the areas of relationship management, process improvement and strategic project enablement
• Strong Experience with Microsoft Excel (data manipulation and validation)
• Experience with performance management and visualization tools, Power BI.
• Adept in the use of the Agile methodology to manage a large volume of deliverables and drive project delivery.
• Experience with Knowledge management tools and documentation.
• Substantial customer engagement, order 2 cash knowledge and business operational experience in B2B AND B2C.
• Experience with leading large programs and initiatives to successful outcomes.
• Strong application, knowledge, and experience in Digital and System advancements and transformations programs.
• A proven track record of success in improving customer experience, operations, and business performance.
• Experience working with multi-functional collaborators.
• Experience with Commercial contract management life cycle.

Skills & Competencies

• Strong leadership values, behaviors, and soft skills that care for, inspire, & motivate teams.
• Excellent interpersonal and influencing skills; ability to connect at all levels and across the organization.
• Proven record of project management and/or coordination experience. Experience with Azure Dev Ops (ADO) a plus.
• Possess resilience, tenacity, and the drive to see things to the end.
• Ability to quickly identify issues, articulate solutions and solve complex problems.
• Intellectual curiosity to challenge the status quo & provide innovative ideas balanced with the ability to deliver tangible results.
• Data driven, with a strong financial and performance foundation.
• Advanced Microsoft Office skills, specifically Excel and PowerPoint.
• Knowledge of Power BI, Tableau and Big Data Analytics a plus.
• Experience with SAP, Salesforce, and customer portals.

Why join us
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees' lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

How much do we pay (Base)? ($110,000 - $130,000 (Minimum & Maximum)) *Note that the pay range listed for this position is a genuinely expected and reasonable estimate of the range of possible base compensation at the time of posting. This position is eligible for US Benefits Select. This position offers paid vacation depending on your years of relevant industry experience and will range from 120 240 hours of vacation per year for full time employees (60 - 240 hours of vacation per year for part time employees). You will also be eligible for 9 paid holidays per year and 2 personal choice holidays. You may learn more about how we calculate paid vacation and view our generous vacation and holiday schedules at Select SPD Bp has a parental leave policy as well, which offers up to 8 weeks' paid leave for the birth or adoption of a child. Learn more by visiting Select SPD. We offer a reward package to enable your work to fit with your life. These offerings include a discretionary annual bonus program, long-term incentive program, and generous retirement benefits that include a 401k matching program. These benefits include a pension for eligible employee. You may learn more about our generous benefits at Select SPD. As part of bp's wellbeing package, bp offers access to health, vision, and dental insurance, as well as life and Short-Term Disability and Long-Term Disability. You may learn more about our generous benefits at Select SPD.

Travel Requirement:

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Business Acumen, Business Analysis, Category spend profiling, Channel marketing activation, Coaching, Commercial performance, Consultative selling skills, customer and competitor understanding, Customer Profitability, Customer Segmentation, Customer Value Proposition, Dialogue enablement, Digital Fluency, Internal alignment, Listening, Managing strategic partnerships, market, Negotiating value, Offer and product knowledge, Operational pricing, Partner relationship management, Pricing Management, Prospecting and pipeline management

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp's recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us. If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.