Lead to Cash, Business Process Expert

About the role

The Business Process Expert (BPE) – Lead to Cash (L2C) shapes, governs and improves end-to-end customer-facing Lead to Cash processes to deliver sustainable business value. Working with the Business Process Owner (BPO), business functions and Digital & Technology teams, the BPE defines future-state process solutions, supports standardised global ways of working, and drives adoption and performance across customer management, sales operations, order management, customer service and invoicing. The role helps deliver efficient, scalable and customer-centric solutions that support Haleon's Enterprise Transformation journey and SAP S/4HANA deployment.

Responsibilities

• Design Plan and Coordination: Collaborate with the BPO and relevant functions/operating units to ensure process designs meet business requirements and strategic objectives.
• Facilitate workshops to gather input, test recommendations and finalise process designs with functions/operating units, the BPO and other BPEs.
• Document future-state processes with the BPO and assess current-state processes to identify bottlenecks, inefficiencies and duplication.
• Drive decisions through relevant governance forums and communicate outcomes to stakeholders in a timely manner.
• Align designs with programme timelines and milestones, ensuring coordination with other functional areas and interdependent programmes.
• Readiness for Delivery: Support the Functional Leader in assessing readiness for programme delivery, identifying gaps and proposing solutions.
• Help understand people implications of the change and support defining and delivering relevant interventions for successful adoption.
• Partner with the Training & Adoption team to create process documentation and training that enable colleague readiness and benefit realisation.
• Managing Transition phases: Partner with the Business Continuity Manager and operational teams to design and manage interim operating states that maintain business continuity and minimise disruption during the change.
• Ensure that plans are in place to transition from interim states to permanent processes in a sustainable way.
• Stakeholder Engagement: Build effective stakeholder relationships to secure alignment and collaboration.
• Adapt messaging for different audiences to build clarity, engagement and commitment to programme objectives.
• Champion the interest of the process vision, ensuring priorities are reflected in programme decision-making, and feedback loops are effective.
• Embed performance management and controls by defining KPIs, monitoring adoption/outcomes and driving continuous improvement to realise and sustain benefits.

Requirements

• Experience working within complex global organizations, ideally FMCG or Consumer Health, across Commercial Operations, Sales, Customer Operations, Customer Service and/or Customer Supply Chain.
• Strong functional & technical understanding of customer-facing Lead to Cash processes, including customer onboarding and management, lead and opportunity management, sales operations, order capture and management, customer service, order fulfilment coordination, customer invoice creation/billing, and customer issue management.
• Experience in business process design, standardisation and continuous improvement.
• Experience supporting transformation, ERP or operating model change initiatives.
• Hands-on experience with SAP / ERP Order-to-Cash processes; SAP S/4HANA experience is a plus.
• Experience with CRM (Veeva/Salesforce), TSM, and/or other customer management platforms.
• Strong project and process management skills, including requirements management, process modelling and workflow optimisation using Jira or similar tools.
• Strong analytical skills and problem-solving skills.

Skills

• Building Strong Relationships: Builds trusted relationships and works effectively across functional, geographic and organisational boundaries to drive alignment, collaboration and shared outcomes.
• Communication & Influence: Communicates complex topics clearly and effectively, influencing decisions and engaging stakeholders across both business and technical teams.
• Decision Making & Problem Solving: Applies structured thinking, sound judgement and analytical rigour to evaluate options, manage risks and make informed recommendations.
• Leading Change with an Enterprise Mindset: Navigates ambiguity and change with resilience, balancing local needs with enterprise priorities to drive adoption, standardisation and sustainable business outcomes, through continuous improvement.