The Global Business Process Manager (BPM) – Customer Operations is responsible for setting the global strategic direction, design principles and performance expectations for Customer Operations processes across AkzoNobel. This includes the end‑to‑end Order-to-Invoice and Order Fulfilment domain. This role will also act as Global Process Owner (GPO).
This role provides strategic leadership, cross-functional orchestration, and governance over how Customer Operations processes are executed globally across BUs, regions, and shared services. It is accountable for driving process harmonization, standardization, and transformation across multiple ERP landscapes, working closely with Commercial, Pricing, Invoice‑to‑Cash, Supply Chain, Finance and Digital/IT.
The GPO leads a multi-year transformation agenda using Advanced Process Mining, Automation, workflow digitization and simplification—shaping the future operating model of Customer Operations. This role sets global standards, defines the global template, ensures controls, leads process maturity improvements, and drives measurable business outcomes such as OTIF, service level adherence, order accuracy, digital adoption, and cycle-time reduction.
