Job Description

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.

Yourroleandresponsibilities

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.