The Global Business Process Expert (BPX) is accountable for designing, standardizing, and evolving the end-to-end Order-to-Cash (O2C) event-driven operating model. This role plays a critical part in a multi-year transformation to shift from traditional order entry to a proactive, exception-based customer service model enabled by automation, advanced workflows, and AI-driven insights.
The Global BPE partners closely with the Global Process Owner to define new ways of working that fundamentally change how work is performed, introducing event orchestration, touchless order processing, and real-time intervention capabilities. This includes designing global standards, governance frameworks, and scalable process models that drive consistency across regions while improving service reliability, speed, and cost efficiency.
To ensure these standards remain relevant and effective, the Global BPX actively incorporates feedback from Regional BPXs into the evolution of global standards. This role combines process design, transformation execution, and technology enablement,
ensuring that future-state processes are not only well-defined but also practical, scalable, and aligned to business outcomes.
Key Responsibilities
Global Process Design & Transformation
- Design and document future-state O2C processes, emphasizing event-driven orchestration and exception-based execution.
- Embed recent ways of working that shift teams from transactional processing to proactive event management.
- Set global standards for touchless order processing, intelligent exception handling, and consistent customer outcomes.
Event & Exception Framework
- Develop and maintain a global event taxonomy (e.g., order failures, credit blocks, supply and delivery risks).
- Define event triggers, thresholds, prioritization logic, and escalation paths to enable timely intervention.
- Create standardized response playbooks to ensure consistent issue handling and resolution across regions.
Technology & Digital Ena
📌 Customer Experience Process Expert 1 1 (Pune)
🏢 Lubrizol
📍 Pune