Mission
The
NEO Regional BPE (Business Process Expert) directs and delivers deployment activities for the NEO program across the ASEAN region. You will apply the NEO Global methodology to ensure various entity teams deliver harmonized
B2B Customer Care processes specifically for E-Commerce. Your goal is to ensure that regional deployments match local market needs while remaining strictly compliant with NEO global standards and SAP architecture.
Main Tasks & Responsibilities
Deployment & Project Management
- End-to-End Delivery: Lead and execute all phases of NEO entity deployments within the E-Com Customer Care scope.
- Squad Leadership: Drive and project manage relevant cross-functional teams as a Squad to ensure timely and qualitative delivery for assigned entities.
- Remediation: Support the remediation of all applications within the E-Commerce Customer Care landscape during process deployment.
Process Alignment & Governance
- Standardization: Ensure absolute alignment between NEO Global standards, NEO Regional Entity teams, and local stakeholders.
- Arbitration: Prepare and manage the NEO arbitration process for any Deviation Requests, balancing local requirements against global process integrity.
Change Management & Training
- User Empowerment: Train and prepare Key Users in the entities to engage effectively with the new processes and tools.
- Change Advocacy: Actively contribute to change management actions to ensure high adoption rates of the NEO ecosystem.
Requirements
Education & Experience
- Professional Experience: Minimum of 6 years of experience in Customer Care, Supply Chain, or O2C (Order-to-Cash) functions, with a significant focus on E-Commerce B2B/D2C environments.
- SAP Expertise: Proven Global NEO experience (or equivalent advanced SAP S/4HANA environment) is essential.
- Project History: Previous experience in large-scale ERP deployments or regional transformation projects.
Technical & Professional Competencies
- Deep Functional Knowledge: Outstanding operational knowledge of Customer Care processes and the E-Commerce digital landscape.
- Strategic Prioritization: Strong arbitration skills with the ability to manage complex Deviation Requests under pressure.
- Agile Mindset: Familiarity with Squad or Agile project management methodologies.
Soft Skills
- Influencing & Communication: Ability to align diverse stakeholders from local entity managers to global process owners.
- Resilience: Capability to undertake at least 2 full NEO deployments over a 3-year period.
- Language: Fluent in English; additional ASEAN regional languages are a plus.
