Job Purpose

The Business Process Owner (BPO) is responsible for the end-to-end management, optimisation, and strategic alignment of the Order To cash and Claims Management within the organisation. The BPO role sits within the Business Process Transformation organization that ensures that processes deliver value, operate efficiently, and support the organisation’s strategic objectives.

He/She will leverage and move forward the SAP Tech Stack, CRM (Salesforce) and tire‑centric solutions. Acting as the single point of accountability, the BPO oversees process performance, compliance, and continuous improvement, leveraging Lean methodologies to drive operational excellence.

Responsibilities

Process Ownership & Governance

• Cooperate with the Head of Business Process (HoBP) and act as the business owner for functional sub-domains Order to Cash and Claims Management
• Own the assigned business process life cycle, defining and maintaining process boundaries, inputs, outputs, roles, and interactions
• Ensure alignment with organisational strategy and compliance with relevant regulations
• Actively participate in the design of “to be” solutions in collaboration with IT and other stakeholders
• Accelerate operational simplification, standardisation, and harmonisation to align with the rapidly transforming business (hub model)

Performance Management

• Establish and monitor KPIs and metrics for process performance, including claims management processes (part of CRM suite)
• Analyse process performance (SAP Signavio) to identify bottlenecks and improvement opportunities

Process Design & Optimisation

• Lead the implementation of corrective actions on: order management, credit management, shipping/fulfillment, invoicing and accounts receivable
• Accelerate operational simplification, standardisation, and harmonisation
• Optimise harmonisation of core systems usage to enable a lean and efficient operating organisation

Stakeholder Engagement

• Collaborate with cross-functional teams across the organisation
• Facilitate workshops and training sessions to ensure stakeholder alignment
• Act as a change agent and promote a culture of continuous improvement

Documentation & Compliance

• Develop and maintain comprehensive process documentation
• Ensure process compliance with internal policies and external regulations
• Mitigate risks through proactive process controls

Training & Development

• Identify skill gaps and recommend training for key process users
• Develop and maintain training material for users
• Foster a culture of Kaizen (continuous improvement) within the organisation

Qualifications & Experience Required

Education

• Bachelor’s degree in Supply Chain, Industrial Engineering, Operations, or a related field

Experience

• Minimum 5–7 years in a similar role or experience, including at least 1 year of hands‑on SAP experience
• Proven track record in leading cross‑functional process improvement initiatives

Technical Skills

• Experience with ERP systems (SAP SD modules) and business modelling tools
• Lean Methodology certification
• Ability to conduct workshops and document functional processes (near‑shore/off‑shore coordination activities)

Languages

• Fluent English (business‑facing role)
• Any other languages are welcome

Soft/Behavioral Skills

• Excellent communication, leadership, and stakeholder management skills
• Passion for data‑driven decision‑making and operational excellence
• Ability to communicate, influence, and lead change across diverse teams
• Ability to take a helicopter view and maintain a strategic mindset
• Willingness to achieve end‑to‑end simplification and optimisation (vs. silos)
• Hands‑on experience in business transformations and operational excellence

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