Manager, Business Process Expert Team (Customer Experience)
£37.8 - £43.7 per hourEstimated
Full-time
Manager, Business Process Expert Team (Customer Experience) Work Flexibility: Hybrid In this role, you will lead a team of professionals responsible for designing, optimizing, and governing end‑to‑end Order-To-Cash (OTC) processes that enable scalable, efficient, and digitally‑enabled operations across the international supply chain. You will collaborate closely with subject matter experts (SMEs), data & analytics, technology teams (e.g. RPA, EDI), and business leaders to ensure processes are fit‑for‑purpose, future‑oriented, and aligned to strategic objectives. This is a highly influential role in which you will drive process excellence, build governance frameworks, and contribute to major transformation initiatives. Key Responsibilities
- Lead and develop the Business Process Expert team, fostering a culture of continuous improvement, innovation, and cross‑functional collaboration.
- Own and govern critical end‑to‑end OTC processes; develop process standards, documentation, KPIs, and governance models.
- Partner with senior Customer Experience leadership to define process strategy and roadmap aligned with business goals and upcoming technology capabilities.
- Drive process harmonization and simplification , ensuring consistency across regions, markets, and functions.
- Support large‑scale transformation programs , including ERP enhancements, digital solutions, automation, and data enablement initiatives.
- Identify opportunities for operational efficiency, automation, and performance improvement using data‑driven insights.
- Collaborate with IT and Product teams on system requirements, solution design, and change management.
- Ensure compliance with operational standards, internal controls, regulatory requirements, and best‑practice methodologies.
- Champion change management and help teams adopt new processes through training, communication, and engagement.
- Bachelor’s or Master’s degree in Supply Chain, Business Administration, Engineering, or a related field.
- 8+ years of experience in process management, supply chain operations, customer service, transformation, or a similar area.
- Proven experience leading teams and influencing stakeholders at multiple levels.
- Strong knowledge of process frameworks , such as BPM, Lean, Six Sigma, or similar methodologies.
- Demonstrated ability to operate in complex, international environments.
- Experience working with ERP systems (SAP, Oracle, or similar) and/or digital process design tools.
- Exceptional problem‑solving, analytical thinking, and communication skills.
- A passion for simplifying complexity and enabling teams to work smarter.
- Fluent English.
Vacancy posted a month ago
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