Senior Manager – BTC Operational Excellence

Key Responsibilities

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.

Qualification & Requirements

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 – Strong 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

Benefits

• Staff discounts
• Free hot drinks
• Management bonus scheme
• Wellbeing benefits
• Enhanced family leave
• Career progression
• Other Perks and Benefits…