Manager, Business Process Improvements & Administration
About the role
How will you CONTRIBUTE and GROW?
The Manager of Business Process Improvements & Admin is responsible for leading and optimizing the customer experience across the Eastern Region. This position plays a crucial role in aligning business processes with customer expectations to enhance overall customer satisfaction.
A key objective will be to leverage Intelligent Automation (IA) to enhance payables and administrative processes, thereby increasing procedural efficiencies.
The Manager of Business Process Improvements & Admin is also responsible for promoting a business process excellence culture focused on process improvement solutions as well as for implementing continuous improvement strategies in support of Airgas’ Field and Business Support Center (“BSC”) operations. This individual will be an integral contributor in setting strategic direction for the Region partnering closely with the corporate division, regional and BSC leadership developing solutions, leading cross-functional process teams with an overall focus on improving efficiency.
Key Responsibilities Customer Experience
- Develop and implement a customer experience strategy that aligns with the company's mission and goals.
- Collaborate with various departments as well as cross-functional teams, including Sales, Operations and Credit & Collections to ensure a unified approach to improving customer experience.
- Identify and implement improvement initiatives in partnership with the Regions aiming at improving our Customer Effort Score (CES).
- Engage with senior leadership to secure buy-in for customer experience initiatives and resource allocation.
- Promote a customer-centric culture within the organization.
Continuous Improvement
- Lead and facilitate continuous improvement initiatives
- Conduct internal process benchmarking in partnership with process stakeholders to identify best-in-class solutions as well as areas to enhance performance, efficiency and productivity.
- Demonstrate financial acumen by developing compelling business cases supporting recommended opportunities.
People Management & Training
- Develop and implement SAP and Continuous Improvement training.
- Train, coach and mentor select associates driving transformational change.
- Collaborate with the Compliance Manager on Airgas Operating Standards Compliance training for the region.
Data analysis
- Analyze customer data and feedback to identify pain points and areas for improvement.
- Utilize data-driven insights to make informed decisions and create action plans for improvement.
- Design and implement meaningful yet measurable operational metrics and practices to identify/monitor department performance through the creation of operational efficiencies.
- Drive innovation by continually assessing work flow processes and implementing improvements that are high impact and insightful.
___________________
Are you a MATCH?
Required Qualifications
- Bachelor's Degree
- 10 + years of progressive professional experience including business process improvement, quality management experience, customer experience
Preferred Qualifications
- Proven ability to successfully implement Intelligent Automation (IA).
- Strong project management skills
- Comprehensive understanding of efficiency principles such as Lean/Six Sigma; Black belt preferred
- Experience successfully leveraging business analytics to inform decisions
- Systematic problem solver focused on implementing solutions to solve root cause problems
- Extensive knowledge of ERP systems (SAP preferred)
Our Differences make our Performance At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
About Air Liquide
Air Liquide is a world leader in gases, technologies and services for industry and healthcare. Present in 72 countries with 67,800 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the Group’s activities since its creation in 1902.
Taking action today while preparing the future is at the heart of Air Liquide’s strategy. With ADVANCE, its strategic plan for 2025, Air Liquide is targeting a global performance, combining financial and extra-financial dimensions. Positioned on new markets, the Group benefits from major assets such as its business model combining resilience and strength, its ability to innovate and its technological expertise. The Group develops solutions contributing to climate and the energy transition—particularly with hydrogen—and takes action to progress in areas of healthcare, digital and high technologies.
Air Liquide’s revenue amounted to more than 27.5 billion euros in 2023. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, CAC 40 ESG, EURO STOXX 50, FTSE4Good and DJSI Europe indexes.
Manager, Business Process Improvements & Administration
About the role
How will you CONTRIBUTE and GROW?
The Manager of Business Process Improvements & Admin is responsible for leading and optimizing the customer experience across the Eastern Region. This position plays a crucial role in aligning business processes with customer expectations to enhance overall customer satisfaction.
A key objective will be to leverage Intelligent Automation (IA) to enhance payables and administrative processes, thereby increasing procedural efficiencies.
The Manager of Business Process Improvements & Admin is also responsible for promoting a business process excellence culture focused on process improvement solutions as well as for implementing continuous improvement strategies in support of Airgas’ Field and Business Support Center (“BSC”) operations. This individual will be an integral contributor in setting strategic direction for the Region partnering closely with the corporate division, regional and BSC leadership developing solutions, leading cross-functional process teams with an overall focus on improving efficiency.
Key Responsibilities Customer Experience
- Develop and implement a customer experience strategy that aligns with the company's mission and goals.
- Collaborate with various departments as well as cross-functional teams, including Sales, Operations and Credit & Collections to ensure a unified approach to improving customer experience.
- Identify and implement improvement initiatives in partnership with the Regions aiming at improving our Customer Effort Score (CES).
- Engage with senior leadership to secure buy-in for customer experience initiatives and resource allocation.
- Promote a customer-centric culture within the organization.
Continuous Improvement
- Lead and facilitate continuous improvement initiatives
- Conduct internal process benchmarking in partnership with process stakeholders to identify best-in-class solutions as well as areas to enhance performance, efficiency and productivity.
- Demonstrate financial acumen by developing compelling business cases supporting recommended opportunities.
People Management & Training
- Develop and implement SAP and Continuous Improvement training.
- Train, coach and mentor select associates driving transformational change.
- Collaborate with the Compliance Manager on Airgas Operating Standards Compliance training for the region.
Data analysis
- Analyze customer data and feedback to identify pain points and areas for improvement.
- Utilize data-driven insights to make informed decisions and create action plans for improvement.
- Design and implement meaningful yet measurable operational metrics and practices to identify/monitor department performance through the creation of operational efficiencies.
- Drive innovation by continually assessing work flow processes and implementing improvements that are high impact and insightful.
___________________
Are you a MATCH?
Required Qualifications
- Bachelor's Degree
- 10 + years of progressive professional experience including business process improvement, quality management experience, customer experience
Preferred Qualifications
- Proven ability to successfully implement Intelligent Automation (IA).
- Strong project management skills
- Comprehensive understanding of efficiency principles such as Lean/Six Sigma; Black belt preferred
- Experience successfully leveraging business analytics to inform decisions
- Systematic problem solver focused on implementing solutions to solve root cause problems
- Extensive knowledge of ERP systems (SAP preferred)
Our Differences make our Performance At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
About Air Liquide
Air Liquide is a world leader in gases, technologies and services for industry and healthcare. Present in 72 countries with 67,800 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the Group’s activities since its creation in 1902.
Taking action today while preparing the future is at the heart of Air Liquide’s strategy. With ADVANCE, its strategic plan for 2025, Air Liquide is targeting a global performance, combining financial and extra-financial dimensions. Positioned on new markets, the Group benefits from major assets such as its business model combining resilience and strength, its ability to innovate and its technological expertise. The Group develops solutions contributing to climate and the energy transition—particularly with hydrogen—and takes action to progress in areas of healthcare, digital and high technologies.
Air Liquide’s revenue amounted to more than 27.5 billion euros in 2023. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, CAC 40 ESG, EURO STOXX 50, FTSE4Good and DJSI Europe indexes.