Job summary Entity Customers Products Job Family Group Project Management Group As bp transitions to an integrated energy company we must adapt to a changing world and maintain competitive performance bp s customers products C P business area is setting up a business and technology centre BTC in Pune India This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale demonstrating technology and developing deep expertise The BTC will be a core and connected part of our business bringing together colleagues who report into their respective part of C P working together with other functions across bp This is an exciting time to join bp and the customers products BTC Role Synopsis As the world and bp are changing C P BTC has a vital role to deliver business solutions that result in extraordinary outcomes for bp Our mission is to create innovative solutions to help transform bp driven by inspired people in a dynamic environment The Senior Manager - Operational Excellence will be a strategic leader within the Business Technology Center BTC responsible for driving end-to-end operational excellence and transformation initiatives This role will be responsible for the development and implementation of process excellence strategies to optimize cost enhance customer experience and embed a culture of continuous improvement and would work closely with operational excellence leads in business teams BTC Integration leads C P transformation leads to drive end to end value The ideal candidate will have strong experience in operational transformation within centralized or shared service environments and possess deep knowledge of lean six sigma and digital enablement Key Accountabilities Strategic Leadership Develop and implement the Operational Excellence strategy for the BTC with an end to end view of processes for the sub entities aligned with business objectives Establish and maintain operational standards critical metrics and service levels where relevant to ensure high-quality performance from BTC teams Identify and prioritize transformation opportunities to improve efficiency reduce costs and enhance value creation Process Excellence Optimization Drive process mapping reengineering and standardization initiatives using Lean Six Sigma and other tried methodologies Build scalable efficient and effective strategies across capabilities e g Customer Operations Asset Management Supply Chain Sales Enablement etc Work with process owners operation excellence teams in business teams BTC Integration leads to eliminate waste and automate repetitive manual tasks through digital tools Performance Management Governance Design and implement performance dashboards metrics and reporting mechanisms to supervise performance of BTC Lead operational reviews root cause analysis and corrective preventive action plans Establish governance frameworks to ensure process compliance and continuous improvement Customer Collaborator Engagement Champion customer-centricity and ensure the voice of the customer is embedded in process design and service delivery Serve as a change agent to drive adoption and engagement across the BTC and business units Collaborate with internal and external customers to ensure alignment of improvement initiatives with business needs People Development Change Leadership Build and lead a high-performing Operational Excellence team Promote a continuous improvement approach across the organization through training mentoring and organizational change Lead cross-functional transformation programs and initiatives with measurable business impact Qualifications Competencies Capabilities Bachelor s degree or equivalent experience in business Engineering Operations or a related field MBA or relevant master s degree preferred 15 years of shown experience in operations transformation or process quality with at least 3 years in a senior leadership role Tried experience in creating positive business impact in shared services GCC Global Capability Centres or centralized service environments Lean Six Sigma Black Belt certification or equivalent required Strong program and organizational change experience PMP certification is a plus Expertise in data-driven decision-making performance analytics and automation digital tools e g RPA workflow platforms Strong leadership influencing and communication skills Key Skills Competencies Strategic Leadership - Ability to drive global customer quality initiatives and influence key partners Customer-Centric Approach - Deep understanding of customer needs service quality and operational standard processes Data-Driven Decision Making - Expertise in insights analytics and performance management Transformation Change Management - Solid background in leading large-scale transformation projects Digital Innovation Focus - Experience with AI automation and digital workforce solutions Customer Partner Management - Ability to collaborate across functions geographies and external partners Technical Capability Shown understanding experience with Customer journey and experience Balance Scorecard Reporting Six Sigma Black Belt Certified Agile Scrum Master Practitioner Exemplifies and promotes Agile values and principles Experience and knowledge of organizational change principles methodologies and tools Experience of project management toolsets e g MS Project JIRA etc Statistical and data analysis skills Leadership EQ Capability Shown experience of influencing customers beyond the BTC GCC to unlock business value through end to end process optimisation Experience of succeeding in sophisticated and changing environments including ability to work efficiently in a fast-paced environment and handle daily planned and unplanned activities Strong team alignment skills and ability to work with whom you have no direct authority over Effective communication skills able to communicate efficiently at all levels Strong influencing skills - able to gain acceptance to ideas from senior customers and comfortable in the space of challenge and difficult conversations Is self-aware and skilled at handling impact on others Applies judgement and common sense at scale - demonstrates global understanding of the wider business in support of cross segment border working and ability to apply sound judgement wise counsel Business Capability Ability to make decisions clearly aligned to end user business and bp strategy Customer management - ability to engage collaborate co-create with and influence key Business customers Uses partnering basic consultancy skills and a coach approach to build trust Is continually enhancing skills in active listening influencing facilitation and communication Outstanding verbal and written communication skills to interact with functional and technical colleagues and end users with a passion for customer service Excellent problem solving and Business analysis skills timeline planning requirements definition and documentation test planning deployment approaches Ability to accurately collect information to understand and assess the clients needs and situation Adept documentation abilities with experience in preparing Business requirements and supporting documentation Experience of giving to extraordinary employee user experiences - using design thinking and service-centric design methodologies Approaches Own your success - Demonstrates leadership and is accountable for driving team performance Inspires teams to evaluate and enhance delivery of Business outcomes Models safe and ethical work practices and a culture of transparencyThink big - Actively seeks opportunities to transform and enhance processes and systems Constantly seeks ways to transform improve and innovate Builds the skills and knowledge of the team and promotes a good team environmentBe curious - Encourages a culture of curiosity across teams Ensures the delivery and improvement of digital solutions to benefit customers Supports the team to try new technologies fail and learn fast and implement solutions at paceEffortless customer experiences - Drives team to understand customer needs and deliver digital magnificent self-service customer experiencesDigital first - Keeps up to date with digital innovation and seeks digital solutions for problems Encourages the team to deliver creative digital solutions Success Metrics Cost savings and productivity gains from process optimization initiatives Improvement in customer satisfaction and service level performance Adoption rate of standardized processes and digital tools Efficiency metrics cycle time error rates first-time-right etc Engagement and development of continuous improvement culture Travel Requirement Some travel may be required with this role this is negotiable Relocation Assistance This role is eligible for relocation within country Remote Type This position is not available for remote working Skills Agile Methodology Operational Excellence Operational Excellence OpEx Operational Leadership Performance management Portfolio Management Program Management Project execution planning Project Leadership Project Team Management Requirements Management Reviews Risk Management Scrum Methodology Six Sigma Sourcing Management Stakeholder Management Strategy and business case Transformation Projects Legal Disclaimer We are an equal prospect 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