Customer Master Data Process Design Manager

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We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. Our people want to play their part in solving the big, sophisticated challenges facing our world today and, guided by our bp values, are working to help meet the world’s need for more energy while lowering carbon emissions. In our offices at Pune, we work in customer service, finance, accounting, procurement, HR services and other enabling functions – providing solutions as an integrated part of bp.

Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better – and how you can play your part in our outstanding team?

Join our team, and develop your career in an encouraging, forward-thinking environment!

About the Role

The Customer Master Data Process Design Manager provides support to the Head of Transformation and Innovation - Customer and is responsible for the management of the relevant Customer Master Data processes with the bp group’s Enterprise Activity Model (EAM).

The role will support the design, development and delivery of the Customer process strategy and process performance outcomes for bp. This includes accountability for end-to-end process design for Customer Master Data, actively working with key stakeholders across the bp group such as Finance and Procurement.

The Process Design Manager is expected to drive process standardization, harmonization, and integration across business units, ensuring that processes are optimized for efficiency, compliance, and customer experience.

The role is responsible for developing and implementing end to end aspirational global process standards for the future. Working with key stakeholders across the bp group e.g. C&P, Finance and Procurement, conduct fit-gap analyses to identify differences between current and future processes. Lead improvement initiatives to align with the new standards, ensuring consistency in standardization, automation, controls, and digitization across the organization.

The role will be responsible for defining process KPIs, actively monitoring and analyzing regional and global process performance to identify improvement opportunities and to facilitate end-to-end process design / optimization. The post holder will provide primary support to the relevant Process Advisory Groups and councils to ensure process efficiencies are identified and realized.

The Process Design Manager will need to maintain high standards of communication, impact analysis and evaluation of process changes.

In addition, the Process Design Manager is accountable for building and developing capability within the team and providing expert guidance in the above process areas

What you will deliver

Process standardization

• Recommend process automation, digitization and modernization based on “to be” aspirational global process standards.
• Drive integration between processes (e.g. O2C, C&P, Finance, Supply) with the target of end-to-end optimization and clear lines of accountability
• Coordinate with technology, operational teams and the businesses to standardize where possible, share learning and best practices, and ensure alignment with the end-to-end process objectives and initiatives
• Maintain process models ensuring all agreed scope changes are fully documented and updated (i.e. in ARIS and other core applications).
• Provide a global, standardized view on the design configuration of controls for the relevant process area. Review and endorse control design changes (e.g. new / retire Automated Business Controls (ABCs)).

Process analysis & CI opportunity identification

• Specify, design and deliver analytic capability for the relevant processes.
• Build and maintain global dashboards that provide visibility to process performance and total cost to serve.
• Assess aspects of process performance and efficiency against market capabilities to identify improvement opportunities (i.e. benchmarking etc.)
• Lead team to undertake process discovery walkthroughs with operational teams to identify most impactful changes
• Clearly assign whether requirements stay local, extended to regional or represent scalable Global requirements

CI opportunity evaluation

• Assess new requirements and lead discovery of solutions and/or alternatives: activities including business case preparation and alignment of sponsorship from relevant Leadership
• Complete initial review of change / optimization initiatives – identify and evaluate high-level process, system or capability risks and recommend proposal changes or solutions to mitigate risks
• Working with Technology and solution template teams, ensure the review of system capabilities to determine if requested process change are aligned with approved global standards
• Recommend process and system changes to enhance process standardization and simplification
• Maintain a catalogue of evaluated improvement opportunities

Project management & support

• Implement globally harmonized processes and application landscape according to agreed priorities and timelines – drive implementation through projects and enhancements
• Supporting project team and stakeholders in decision making and sign-off of future process designs
• Partner with operational teams to effectively manage the project lifecycle to ensure delivery of desired outcome on a timely basis and within approved budget
• Lead teams to facilitate workshops for process analysis, design and implementation activities
• Conduct review sessions for completed process/system requirements with key business users for approval

Process governance, maintenance & operational integrity

• Maintain Global Process models and ensure on-going integrity
• Engage with the businesses / operational teams to understand their needs, and measure and monitor to ensure operational service requirements are met
• Build and maintain strong relationships with ‘Business Process Management’ teams to ensure appropriate process design and documentation
• Responsible for supporting governance activities by working closely with the relevant teams (e.g. Customer & Finance Data Offices, Reporting & Controls etc.) to ensure processes comply with organizational policies, regulatory requirements, and best practices

Centre of expertise

• As the main content expert for global process issues and the management of the Customer Master Data areas of the Global Process Model, provide process expertise and knowledge to internal and external (within BP) stakeholders and process users as required

What you will need to be successful

• Bachelor's degree or equivalent in related area, or related experience with 15 + years' experience.

Essential Experience

• Significant operational experience in business shared services, outsourcing or similar
• Considerable Business / Process Analysis experience, preferably with strong (super) user interaction
• Strong knowledge of tools and systems associated with data gathering, compilation and analysis
• Demonstrated hands on experience in process management and re-engineering
• Have in-depth knowledge of Customer Master Data Management processes including key roles, departments, and common Process Performance Indicators
• Track record of experience in developing business requirements and/or participation in a large-scale process re-design initiative
• Relevant, previous experience with continuous improvement tools and methodologies
• Knowledge of project and change management methodologies and financial/operational control practices
• Strong interpersonal and influencing skills and ability to communicate clearly within the organization, internal and external to FBT
• Very strong problem-solving and analytical skills
• Strong PMO and/or operating rigor are clear essentials for this role given the strong focus on process discipline and standard adherence required Skilled in Microsoft suite of applications (Visio, Excel, PowerPoint, Project)
• Personal time management skills and ability to meet individual and team deadlines
• Ability to think outside-the-box

Desirable Criteria

• Training and certification in Six-Sigma or similar quality management experience
• Oil industry experience and knowledge with an understanding of the terminology, business functions and processes

You will work with

• A high degree of fragmented systems both from an ERP and enabling application landscape
• High diversity and complexity of process delivery organization, including business embedded, FBT delivery centers and possible third-party providers
• Challenge to engage, calibrate and align all relevant business programs to align their Customer Master Data Management standards towards global standards
• Ability to build relationships at all levels within bp

Types of relationships internally and externally:

• FBT Customer Leadership team including FBT delivery centers
• Business transformation programs
• Central functions such as Treasury, Group Finance, Audit etc.

Travel Requirement

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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.