Centre Performance Service Management (SM) and Cross Function Support Lead*

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Asia Pacific


Philippines - Manila

Work type

Full Time

Job category


Date published

29 July 2020

Date closing

16 August 2020 at 00:00 GMT

About BHP

At BHP we support our people to grow, learn, develop their skills and reach their potential. With a global portfolio of operations, we offer a diverse and inclusive environment with extraordinary career opportunities.  Our strategy is to focus on creating a safe work environment where our employees feel strongly connected to our values and objectives, and where the capability of our people is key to our success. Come and be a part of this success.

About the role

The Centre Performance Service Management and Cross Function Support Lead is accountable to establish and maintain the service management framework within GAS, center-wide, cross-functional performance metrics, and to identify key indicators for shared services benchmarking. In this role, the Centre Performance Reporting Lead will also refine the existing service delivery processes by supporting all teams in GAS to identify common areas for improvement (efficiency, cost, quality) through the performance reporting and benchmarking activities. This role will also be involved in the Integrated Service Management initiative focused on consolidating user channels and ongoing governance later on.

The Centre Performance SM & Cross Function Support Lead is also accountable to lead  cross function support initiatives and activities that enable the various functions and teams in GAS to support and deliver value to the Assets, by ensuring we have a high performing, asset centric and multifunctional teams, working as an integrated team and one community. It includes, but not limited to, among others leading the GAS Capability & Careers program, GAS Partnership Program and the GAS CI Network and Culture team, leading multifunctional and global resources and aligning the function leadership teams in these initiatives.

The role also involves high interface with the Principal Reporting and Communications and Engagement Lead resources within Centre Performance, as it relates to the GAS Dashboard/KPI Reporting and Culture initiatives that are relevant to the cross function initiatives.

Key Relationships:
  • Internal Relationships
    • Head of GAS Manila
    • Functional Leaders (e.g. GAS LT, Managers, TL’s, etc)
    • Functional Support Leaders
    • Communications & Engagement
    • Principal Reporting/Function Reporting teams
  • External GAS Relationships:
    • Business Partners
      • Risk & Compliance
      • Technology
      • Corporate Affairs
      • Property and Workplace
      • Health, Safety and Environment
      • Group IAA
      • Finance
      • Commercial
      • HR
      • Enterprise Improvement
      • BOS Central
      • Assets

Core Accountabilities

Demonstrates and instils an overriding commitment to health, safety, environmental responsibility and sustainable development.Demonstrates a commitment to the BHP Charter and Code of Business Conduct.Builds and maintains relevant stakeholder relationships.

Service Management Framework (SMF)
As the GAS strategy gets finalized, to review and refine the SMF to ensure functional alignment to scope, metrics and elements ‘in common’ remain relevant and fit for purpose and meet Function and GAS Leadership expectations.

Cross Function Support

  • As part of the service management responsibility, this role will also be involved in the implementation of the Integrated Service Management project and ongoing governance.
  • Ensures service related documentation is accurate and kept up-to-date at all times.
  • Identifies and elevates issues impacting on achievement of service delivery objectives and to continually improve services. 
  • Coordinates and participates in monitoring, review and auditing processes related to service delivery.
  • Follows up, escalating and taking action if service delivery is not meeting expectations. 
  • Reviews service delivery results with relevant stakeholders / representatives from customer entities to deliver value and improvements (e.g. thru the GAS Partnership initiative)
  • Maintain and measure stakeholder requirements, including service management framework.
  • Maintains regular engagement with the GAS Leadership team to ensure functional and centre-wide metrics and dashboards are aligned to commitments outlined within the SMF and that performance opportunities for improvement are identified and implemented.
  • Keeps strong interface with Principal Reporting Lead in the GAS Dashboard initiative as it relates to:
  • Leads the Capability & Careers program – ensuring yearly priorities and actions plans are agreed and delivered YOY with multifunctional representatives and global teams, and aligned with the GAS LT. This includes among others but not limited to the New Hire Induction Program, Leveraging the GAS Academy and LIL and continuing the Learning Pathways
  • Leads the GAS Partnership Forum pilot initiative with the Assets in support of the Service Management framework and the future GAS Strategy, to enable continuous improvement in user experience and service quality for GAS, while collaborating with the Assets as partners
  • Leading the CI Network and Culture team to drive, promote and embed the CI culture and mindset in all GAS functions, laying the base foundation of CI/BOS practices thru training, awareness and engagement and establishing a bottoms up idea management process that will deliver value and improvements across GAS.
  • Functions as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement for specified vendors.
  • Proactively ensures service continuity and improvement through the review of partner improvement plans, the use of Problem Management, quality tools, and report on your activities.
    • Developing relevant and common performance metrics for GAS e.g. attrition rate, cost per FTEs
    • Creating and implementing the GAS performance dashboard for identified GAS Stakeholders based on the agreed timelines.
    • Effectively monitoring, controlling and supporting functional routines in order to effectively report on agreed common measures of success. 
  • Co-ordinates and participates in cyclical shared services benchmarking activities e.g.  Ensure functional and common GAS performance metrics provide relevant and accurate insights and highlight continuous improvement opportunities.
  • Delivers ad hoc reports
  • Establishes, maintains and leverages mutually beneficial and responsive relationships with key internal and external stakeholders

Reporting, Planning & Budgeting - Can act as back up for this role within the Centre Performance Team

Others – to be flexible in terms of additional scope and responsibility for service management and cross function support as the GAS strategy evolves

About You

The successful candidate should possess: 


  • Degree in any discipline, preferably supplemented by trainings/certifications related to reporting and benchmarking activities.
  • Degree in any discipline, preferably supplemented by trainings/certifications related to Finance and/or other functions
  • Experience in Continuous Improvement and Quality Management initiatives (preferably with Lean/Six Sigma Certification)
  • Experience in Digital Transformation (preferably with Digital/Automation skills)
  • Excellent data analysis, reporting and problem solving skills
  • Effective communication skills including verbal, written and presentation skills
  • Solid stakeholder management experience across all levels and Functions
  • Proven ability to work effectively both independently and in a team based environment
  • Demonstrated willingness to be flexible and adaptable to changing priorities.
  • Strong multi-tasking and organizational skills
  • Proficient in the MS Office Suite of products, specifically Excel, Word, PowerPoint, Project and Visio
  • SAP and Shared Services experience, whilst not required would be favorable.


  • Fluent English, both verbal and written
  • Basic Spanish (preferred)

Visa and relocation cost and process are not supported for this hiring.

Supporting a diverse workforce

At BHP, we recognise that we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We are an Equal Opportunity employer and we encourage applications from women and Indigenous people.

We know there are many aspects of our employees’ lives that are important, and work is only one of these, so we offer benefits to enable your work to fit with your life.  These benefits include flexible working options, a generous paid parental leave policy, other extended leave entitlements and parent rooms.  

The safety of BHP’s people and our candidates is our number one priority. Due to the unfolding circumstances of COVID-19 and the Government regulations in place to deal with the pandemic,   your working location and/or roster as advertised in this advert may be temporarily subject to change whilst the government regulations are in place. This is to ensure the health safety of our workforce, and to implement effective social distancing measures.  These changes if applicable will be discussed at screening and interview stage. 
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