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 TVH’s 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.

Your role and responsibilities 

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.