Job Description

Job summary

Entity:

Customers & Products

Job Family Group:

Project Management Group

:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp's customers & products (C&P) business area is setting up a

business and technology centre (BTC) in

Pune, India

.

This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, demonstrating technology, and developing deep expertise.The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.

Role Synopsis!

As the world and bp are changing, C&P BTC has a vital role to deliver business solutions that result in extraordinary outcomes for bp. Our mission is to create innovative solutions to help transform bp, driven by inspired people in a dynamic environment.


The

Senior Manager - Operational Excellence

will be a strategic leader within the Business & Technology Center (BTC), responsible for driving end-to-end operational excellence and transformation initiatives. This role will be responsible for the development and implementation of process excellence strategies to optimize cost, enhance customer experience, and embed a culture of continuous improvement and would work closely with operational excellence leads in business teams, BTC Integration leads, C&P transformation leads to drive end to end value. The ideal candidate will have strong experience in operational transformation within centralized or shared service environments and possess deep knowledge of lean, six sigma, and digital enablement.

Key Accountabilities!

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.

Qualifications, 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

Approaches

Own your success

- Demonstrates leadership and is accountable for driving team performance; Inspires teams to evaluate and enhance delivery of Business outcomes; Models safe and ethical work practices and a culture of transparency

Think big

- Actively seeks opportunities to transform and enhance processes and systems; Constantly seeks ways to transform, improve and innovate; Builds the skills and knowledge of the team and promotes a good team environment

Be curious

- Encourages a culture of curiosity across teams; Ensures the delivery and improvement of digital solutions to benefit customers; Supports the team to try new technologies, fail and learn fast and implement solutions at pace

Effortless customer experiences

- Drives team to understand customer needs and deliver digital magnificent self-service customer experiences

Digital first

- Keeps up to date with digital innovation and seeks digital solutions for problems, Encourages the team to deliver creative digital solutions

Success Metrics:

Cost savings and productivity gains from process optimization initiatives.
Improvement in customer satisfaction and service level performance.
Adoption rate of standardized processes and digital tools.
Efficiency metrics (cycle time, error rates, first-time-right, etc.)
Engagement and development of continuous improvement culture.

Travel Requirement

Some travel may be required with this role, this is negotiable

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for remote working

Skills:

Agile Methodology, Operational Excellence, Operational Excellence (OpEx), Operational Leadership, Performance management, Portfolio Management, Program Management, Project execution planning, Project Leadership, Project Team Management, Requirements Management, Reviews, Risk Management, Scrum Methodology, Six Sigma, Sourcing Management, Stakeholder Management, Strategy and business case, Transformation Projects

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.