Operational Excellence Lead

Job Purpose

As part of the M&C Sales Operations team, this role is responsible for supporting the delivery of a simple, consistent customer experience that positively impacts customer retention and income generation. The Operational Excellence Lead will ensure 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, and keep customers at the focal point.

The role will define, implement and continually improve operational processes, programs and support tools.

Sales Group

• Support integrated solutions across cross‑functional teams to drive continuous improvement and deliver operational excellence in getting customer basics right.
• Enable an effortless customer transactional experience through automation, standardisation and process simplification.
• Lead Contract processes to become a Business Subject Matter Expert for Branded and Franchise operations.
• Leverage Agile principles to inspire change and automation in end‑to‑end processes across Branded and B2B Commercial businesses.
• Engage with I&E Product management (Salesforce, bp Connection, Docu Sign). Support discovery squads for digital agenda, prioritisation and new business opportunities.
• Monitor trends, analysis, metrics and response plans to achieve and sustain desired levels of performance versus target KPIs.
• Connect digital initiatives to process standardisation and optimisation.
• Support Voice of Customer feedback to improve ways of working.
• Identify and prioritise continuous improvement and enhancement feature requests from the business and system modifications required for new programmes, products and organisational changes.
• Maintain process documentation and train team members in process changes, system implementations and policy changes.
• Identify and incorporate standard methodologies across M&C and bp.
• Optimise the end‑to‑end Order‑2‑Cash value chain to achieve operational excellence in service levels, process performance and ease of doing business.

Bachelor’s degree in Business, Marketing, Finance, Operational Management (or related).

• Strong experience with Salesforce and/or Customer Portal – minimum 2 years.
• At least 5 years of experience in relationship management, process improvement and strategic project enablement.
• Strong experience with Microsoft Excel (data manipulation and validation).
• Experience with performance management and visualisation tools such as Power BI.
• Adept in the use of Agile methodology to manage large volumes 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 leading large programmes and initiatives to successful outcomes.
• Strong application, knowledge and experience in digital and system advancements and transformation programmes.
• 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.

• Strong leadership values, behaviours and soft skills that care, inspire and motivate teams.
• Excellent interpersonal and influencing skills; ability to connect at all levels and across the organisation.
• Proven record of project management and/or coordination experience; experience with Azure Dev Ops (ADO) a plus.
• Possess resilience, tenacity and 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 and 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.

• Agility core practices
• Business Acumen
• Business Analysis
• Category spend profiling
• Cha…