Business Process Owner - Global Customer Operations

Job Purpose

The primary purpose of the Global BPO is to design and continuously improve the end-to-end global process that should be performed across functional, geographic, and business unit boundaries. The BPO defines the appropriate controls that apply to the process to ensure it is delivered efficiently and effectively.

The role provides benchmarking and process maturity advice to the Global Process Owner for Order to Cash and other key process stakeholders. The Business Process Owner translate the global process strategy (as determined by GPO) into an implementation plan.

The scope of the Customer Operations is primarily around Order to Invoice and Order Fulfilment.

A multi-functional approach and high-quality stakeholder management (many and highly diverse stakeholders) is essential.

Key Activities

In this role, BPO would be working on following projects/topics:

• Drive system/process harmonization of OTC processes across 4 major ERP at Akzo (Saturn, GlobalSAP, OneSAP, SAP Shape) across 8 BU
• Support building the HANA rollout strategy and roadmap.
• Definition and Documentation of Global Template at Level 1/Level 2 (within select ‘Archetypes’ – to be defined, which represent the global requirements well, Saturn SAP as benchmark)
• ISC COE alignment on key SAP functionalities and configurations (and impact on business processes) – in context to HANA migration as well
• Define a retrofitting plan (SAP development, changes in config, SAP functionalities) for major deviations/gaps in each BU/region from defined global template. This would serve us well for HANA in coming years.
• Manage projects of OTC/SD retrofit with IM, including supporting building IM budget plans – working closely with Akzo IM and other Akzo Subject Matter Experts, key users.
• Support and consult on simplifying our ATP logic (Available to Promise functionality in SAP)
• Support and consult on SLA automation project in SAP (across BU)
• Drive technical development and user adoption for reporting & analytics in OTC space.
• Drive OTIF and Backorders – definition & calculations, understanding, KPI improvements.

Experience

• ~15-20 years work experience or more in OTC domain with deep expertise in SAP at operational and process levels
• Change management: managing improvement programs at a global scale and with diverse teams as well as the cultural aspects of the change to be delivered. Experience in global/regional roles in the BU and AkzoNobel with cross functional change management programs is preferred.
• Experience (direct or indirect) with sales and customer service organizations.
• Solid Order to Cash knowledge.
• Good understanding of external business trends in OTC to drive strategically the process standardization agenda.
• Demonstrated effectiveness in applying continuous improvement tools such as Lean, Six Sigma or other continuous Improvement methodologies and tools or willingness to be trained in Lean Six Sigma (minimum Brown Belt level)
• Strong Project management experience
• Sound basis in line management in an operational role e.g. supply chain, Customer Services, demand, manufacturing, finance or Sales and good understanding of the Supply Chain function: strategy, processes, processes, systems, and organization.
• Excellent interpersonal relationship skills and communicator, able to listen, able to handle team tensions.
• Flexible, problem-solving attitude, seen by others as credible, trustworthy, and open to new ideas.
• Ability to form strong teamwork-based relationships within the organization and with internal customers and external partners & clients, can be convincing, compelling, and inspirational; knows how to get things done without a hierarchical basis to work from; excellent relation management.
• Strong leadership skills, teambuilding, engagement, and talent management
• Focused on results and business outcomes.
• Good problem-solving skills, able to identify and structure issues, run accurate analyses, and synthesize recommendations.
• Strong desire to improve existing status.

Leadership

• Development and presentation of proposals to the leadership team for the transformation of Order to cash process.
• Responsible for leading, developing, coaching, mentoring, and training the Customer Operations teams and ensuring engagement and talent management.

• Provide leadership to ensure results and benefits are tracked and communicated.

• Demonstrate and reinforce the key organizational behaviors.
• Work closely with regional leaders on creating a process-centered culture, align with BU and local initiatives, train, coach, mentor and challenge BU and regional supply chain leaders in implementation.