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Job Description:
Role Synopsis
As the world and bp are changing, Global Business Services (GBS) has a vital role to deliver business solutions that result in excellent outcomes for bp. Our mission is to create innovative solutions to transform BP, driven by inspired people in a varied environment. We will innovate to transform, and we will deliver this through our five strategic priorities: transform services, digital innovator, deliver increased value, invest in people’s futures, end customer focused - enabled by our colleagues, culture, approach and our values and behaviours.
The Business Improvement and Change Manager will drive central initiatives, optimize operational performance, and lead organizational change efforts within the Customer Operations function. This role requires a credible professional with extensive experience in process improvement, organizational change, a customer management to deliver sustainable business outcomes.
Key Accountabilities
Strategic Planning & Business Transformation
• Develop and implement a comprehensive business improvement strategy aligned with organizational goals.
• Identify, prioritize, and complete improvement projects to enhance efficiency, customer satisfaction, and profitability.
• Collaborate with leadership to define metrics and KPIs that measure the success of improvement initiatives.
Process Optimization
Conduct end-to-end process reviews to identify inefficiencies, bottlenecks, and opportunities for automation or enhancement.
Implement Lean, Six Sigma, and other methodologies to streamline operations and reduce costs.
Ensure processes are customer-centric, scalable, and follows regulatory standards.
Organisational Change
Lead organizational change initiatives, ensuring effective communication, partner alignment, and employee engagement.
Develop organizational change plans, including impact assessments, training programs, and transition strategies.
Monitor and report on the adoption and effectiveness of implemented changes.
Project Management
Oversee multiple improvement projects simultaneously, ensuring timely delivery within scope and budget.
Use project management tools to track progress, lead risks, and communicate updates to customers
Ensure cross-functional collaboration and alignment across departments.
Technology Integration
Work closely with IT teams to implement digital tools and solutions that enhance operational efficiency.
Stay updated on emerging technologies and trends to recommend innovative solutions for customer operations.
Team Leadership & Development
Build and mentor a high-performing team focused on business improvement and innovation.
Develop a culture of continuous improvement, learning, and accountability.
Conduct regular performance reviews and provide developmental feedback.
Customer Engagement
Engage with internal and external partners to ensure alignment on objectives and priorities.
Present findings, recommendations, and progress updates to senior leadership.
Collaborate with customers to collect insights and drive customer-focused improvements.
Qualifications, Competencies & Approach
Education
Bachelor’s degree or equivalent experience in business administration, Operations Management, or a related field.
MBA or equivalent advanced degree or equivalent experience equivalent advanced degree preferred.
Experience
Minimum of 15 years of experience in business improvement, operations management, or organisational change.
Consistent record in leading large-scale improvement projects in customer operations environments.
Technical Skills
Expertise in Lean, Six Sigma, or equivalent process improvement methodologies (certifications preferred).
Proficiency in project management tools and techniques (e.g., PMP certification is a plus).
Familiarity with CRM platforms, analytics tools, and digital transformation technologies.
Strengths
Strong analytical and problem-solving skills with a data-driven approach.
Exceptional communication and social skills to influence and handle customers at all levels.
Ability to lead complexity and ambiguity in a fast-paced environment.
Leadership capabilities to inspire and lead multi-functional teams.
Key Deliverables
Successful implementation of identified improvement projects.
Measurable improvements in operational efficiency, customer satisfaction, and cost reduction.
Increased adoption of change initiatives with minimal disruption to operations.
Robust reporting mechanisms to track project outcomes and align with business goals.
Technical Capability
Working knowledge and proficiency in the MS office suite
Working understanding of project management principles and practices
Working understanding of Salesforce, Genesys, SAP and other related systems in a customer facing environment
Good and hands-on experience and understanding of Customer Service, Order to Cash and Supply chain processes
Working knowledge of analytic tools like Celonis, Minitab, advanced excel
Business Capability
People & Business focus – all 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, - supporting documentation, test scripts and meeting notes
Experience of giving to excellent employee / user experiences – demonstrating design thinking and service-centric design methodologies
Leadership & EQ Capability
Experience of succeeding in complex and changing environments, including ability to work reliably in a fast-paced environment and handle daily planned and unplanned activities
Strong team alliance skills and ability to work collaboratively with others whom you have no direct authority over
Effective communication skills, flexible style able to communicate effectively 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 leading 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
Travel Requirement
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Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.