Business Process Manager

Business Process Manager

The Opportunity

We are seeking a seasoned Business Process Manager to lead our Customer Data setup support team and oversee the Business Process Organization (BPO). This leader is accountable for end-to-end process performance, data quality, controls, and continuous improvement across customer data setup support and maintenance-ensuring accurate, compliant, and timely customer setup that enables seamless order-to-cash execution and strong customer experience.

In this role, you will combine operational leadership with financial expertise to evaluate process performance, manage risk, and support strategic decisions. You will supervise professional-level employees.

How You'll Make an Impact

• Own and optimize the customer data setup (new customer requests, amendments, validations, approvals, and governance) supporting internal and external (Independent Manufacturer's Representatives) requests and liaison with the Global Master Data Governance (MDG) group.
• Establish and maintain SOPs, controls, and RACI to ensure consistent execution across internal teams and BPO partners.
• Set clear team goals and objectives, monitor performance, and drive operational results aligned to service expectations (quality, speed, compliance).
• Lead day-to-day operations including work intake management, prioritization, escalation handling, and stakeholder communications.

• Manage BPO performance through KPIs, quality audits, root-cause analysis, and corrective action plans.
• Coordinate operational cadence (weekly/monthly reviews), ensure adherence to procedures, and maintain strong partnership governance.
• Drive productivity and quality improvements through coaching, training, and standardization.

• Ensure customer master data accuracy and completeness, including adherence to controls and compliance requirements (e.g., segregation of duties, approvals, documentation).
• Identify risks and implications to downstream processes (credit, billing, collections, reporting) and implement mitigating actions.
• Maintain strong awareness of business outlook and process impacts to identify opportunities, implications, and operational risks.

• Lead improvement initiatives using Lean/continuous improvement methods (defect reduction, cycle time improvements, standard work, automation readiness).
• Partner with IT, Finance, Sales Ops, Credit & Collections, Compliance, and other stakeholders to implement sustainable solutions and prevent recurrence of issues.
• Coordinate oversight over EDI process, requirements, and governance
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Bachelor's degree in Business, Finance, Accounting, or related field (Master's/MBA a plus).
• 5-8+ years in financial operations/process management, audit, master data/customer onboarding, shared services, or BPO-led environments.
• Demonstrated experience leading teams and influencing cross-functional stakeholders.
• Strong analytical skills with.
• Working knowledge of customer master data concepts (data governance, validation, controls) and familiarity with SAP S/4 environment.
• Comfortable with ambiguity and capable of solving difficult (not overly complex) operational problems with structure and discipline.
• Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States.