Business Process Manager (Leads)

We are seeking a highly skilled, collaborative, and motivated Business Process Manager. This BPO will focus on the Leads process for all business units and work hand in hand with the E2E Process Owners and the North America OPEX team to ensure process alignment. The successful candidate will be responsible for executing the vision, roadmap, and governance for an effective and efficient business process, ensuring it aligns with global requirements while, working as an intrapreneur to deliver change within the organization. This role will be responsible for driving continuous improvement to enhance customer satisfaction, increase productivity, scalability, and growth. This role requires strong change management and project management skills to effectively manage and optimize the process. The ability to identify and define quantitative and qualitative benefits is a must. This will be a high-visibility role across multiple organizations that has regular interactions with C-Suite and high-level executives.
Responsibilities:

1. Process Design and Execution

• Responsible for process design and performance of the Leads process hierarchy for Projects and supports all business units.

• Prioritizes process improvements and technology implications to meet customer and business objectives.
• Coordinates with an E2E BPO to escalate cross-process impacts/dependencies.
• Delivers agreed upon multi-year transition plans along with year-on-year efficiencies.

• Responsible for process improvement delivery including on-going benefit realization.

1. Performance Monitoring and Optimization:
• Tracks operational metrics and manages process performance, focusing on quality, continuing process improvement, scalability, adoption, and innovation.
• Identifies bottlenecks and inefficiencies and implement continuous improvement initiatives to optimize the process.
• Stays current on emerging trends in and benchmark against competition.
• Performs audits on the execution of the processes.
• Develops mitigation strategies for underperforming processes.
2. Change & Stakeholder Management:
• Lead change management initiatives to ensure smooth transitions and adoption of new processes and improvements.
• Communicate changes effectively to all stakeholders.

• Aligns efforts across Business Units, IT, and Department priorities.

• Engages with stakeholders at all levels to gather input, provide updates, and ensure alignment with business objectives.
• Functions as the point of contact for all Leads process-related inquiries and issues.

• Executes process improvement initiatives, ensures participation of Subject Matter Experts and Black Belts.
• Defines and develops skills and innovative solutions to drive realization of enterprise strategy.
• Ensures process documentation (process maps, SOPs, etc.) maintenance and training to users.

1. Project Management:

• Manages through influence of SME and other key stakeholders.

• Partner with E2E BPO & 3 rd Party vendors/consultants to stand up business process team as needed.
• Plan, execute, and oversee Leads business process projects, ensuring they are completed on time, within scope, and within budget.
• Coordinate with cross-functional teams to ensure seamless project execution and delivery.
• Leverages knowledge management and training standards set by NAM Ops Excellence.
1. Global Alignment:
• Ensures the Leads process aligns with global standards and requirements where possible.
• Collaborates with international teams to standardize processes and share NAM best practices.
2. Customer Satisfaction:
• Focuses on delivering high-quality, customized solutions that meet or exceed customer expectations.
• Gathers and analyzes customer feedback (internal and external) to identify areas for improvement and implement necessary changes.
3. Oversee Process Execution and Own Key Metrics
• Understand Schneider Electric's organizational objectives and business areas to help Business Unit champions implement and execute their day-to-day processes.
• Contribute to the performance of Leads KPIs such as:

1. Turnaround Time
2. Quote Volume
3. Accuracy
4. Returns Claims Count
5. Customer Satisfaction Score (CSAT)

• Bachelor's degree in Engineering, Operations Management, Finance, Accounting, or related / equivalent experience .
• 5-8 years of experience in process management, project management, finance, sales operations, accounting, or related / equivalent experience .
• Proven track record of driving continuous improvement outcomes.
• Proven experience in managing Marketing, Brand to Order or Leads Mgmt processes or similar complex processes.
• Familiarity with BPMN 2.0 standards and Process Modeling Tools (i.e., Signavio, Visio, etc.)
• Familiarity with reporting tools such as Tableau, Excel, etc. and Project Management methodologies like Agile, Lean Six Sigma, etc.
• Strong change management skills with a track record of successfully leading change initiatives.
• Candidate must be able to work in a high-complexity organization and be adaptable to a fast pace.
• Excellent project management skills, including the ability to manage multiple projects simultaneously, organize and plan complex projects by identifying critical tasks, required resources, and driving to completion.
• Customer-focused mindset with a commitment to delivering high-quality solutions.
• Experience in tracking and reporting on KPIs to measure and enhance process success.
• Experience in conducting reviews and audits to maintain quality and compliance.

• MBA or a related advanced degree.
• Certification in Project Management (PMP) or Change Management (Prosci or similar).