Business Process Owner Offer Management

As the Business Process Owner (BPO) for Offer Management you are responsible for the global set up standardization maintenance and improvement roadmap of the TVHs global offering processes. You own the end-to-end offer lifecycle from the moment a customer request is captured through validation enrichment and orchestration resulting in a solid and personalized customer offer. Your mission is to design and support implementation of a frictionless flow where automated logic handles the volume allowing the organization to focus on high-value exceptions

You are an integral part of the Promise-to-Order Sub-Value Stream (within Offer-to-Cash Value Stream) building a deep as-is business understanding while designing a standardized and frictionless to-be process within the existing and new technology landscapes aligning and translating business requirements with digital architecture and organizational structure.

Scope:

• Process Ownership: Responsible for L2 Manage Customer Offer process and underlying L3/L4/L5 processes focusing on global standardization and high-velocity automation.

• Strategic Vision: Ownership of the process maturity & roadmap transitioning from high-touch environments to an intelligent automated management-by-exception model.

• Global Integration: Operating in a global matrixed environment to ensure offer flows are aligned with sales channels product strategies and compliance.

• Process Excellence: Defining the future-state design standards (L2-L5 hierarchy) that enable digital self-service and rapid scalability. Performing detailed as-is process discovery and performance analysis identifying & driving improvement opportunities towards the defined future state.

1. Strategic Process Ownership & Roadmap

• In collaboration with Business Owners define and govern the strategic direction for Offer Models and Workflows to ensure they support a diverse global customer base and multiple routes-to-market with top notch Customer Experience as guiding design principle.

• Develop and maintain maturity roadmaps that drive the organization toward automated offer processing & smart exception handling.

• Align the process domain with the overall enterprise strategy and transformation milestones.

• Drive specific process improvement initiatives.

2. Future-State Process Design & Deployment

• Lead the design and deployment of L3-L5 processes focusing on Capturing customer quote requests -Orchestration -Getting requested data & Generating final Proposal and ensuring they are benchmarked against industry standards & external best practices to achieve operational excellence.

• Translate complex business requirements into scalable future-proof designs & related process deliverables to support E2E transformation from definition till deployment.

• Own and safeguard the Global Template: drive global harmonization by balancing enterprise-wide standards with necessary local regulatory or market-specific requirements and customer centricity with operational excellence.

3. Change Management & Impact Assessment

• Conduct Process & Business Impact Analysis to identify how to-be designs affect the organization roles and skills.

• Apply change management strategies (utilizing frameworks like ADKAR) and necessary plans & materials to ensure global adoption of new workflows.

• Partner with regional stakeholders training and communication leads to ensure the global workforce is prepared & willing to adopt new offer workflows.

4. Performance & Continuous Improvement

• Establish and monitor a global dashboard of KPIs including Offer Cycle Time Touchless Offer Rate and Offer Winrate.

• Perform root cause analysis on process inefficiencies non-conformities and manual offers to refine logic and eliminate waste.

• Master As-Is Offer processes identify & drive continuous improvement initiatives to optimize the Offer velocity.

5. Governance & Stakeholder Management

• Represent the Customer Offer Management process in Transformation Regional & Global Governance Forums.

• Manage the RACI structures and decision-making bodies associated with the Customer Offer domain.

• Act as the primary business partner for IT Data Compliance and Operational leaders to ensure cross-functional alignment.