Richard Neil P.

About Richard Neil P.

With over 20 years of expertise in the Service Industry, I have built a reputation for delivering operational excellence and transforming customer experiences. My career spans domains such as Customer Operations, Order to Cash, and Commercial Operations, underpinned by a strong focus on strategy, leadership, and measurable business growth.Core Competencies- Customer Excellence Transformation: Leading initiatives to elevate customer satisfaction and loyalty through innovative process redesign and enhanced service delivery- Customer Strategy Planning: Designing and executing strategies that align with evolving customer needs, driving superior experiences and competitive advantage- Strategic Planning & Execution: Developing actionable strategies to achieve organizational goals and ensure sustainable growth- People & Leadership Development: Building and empowering high-performing teams through mentoring, training, and succession planning- End-to-End Process Management: Expertise in budgeting, staffing, P&L management, and optimizing operations for efficiency and effectiveness- Stakeholder Management: Cultivating strong partnerships with stakeholders to enhance organizational resilience and drive innovation.Key Achievements- Spearheaded transformative Customer Excellence initiatives, achieving significant improvements in service quality and operational performance- Designed and executed customer-centric strategies that resulted in higher satisfaction scores and long-term loyalty- Led comprehensive leadership development programs, fostering talent and ensuring organizational readiness for future challenges- Consistently delivered process improvements, driving cost efficiency and business growth.I am passionate about leveraging my extensive experience to drive customer-first transformations, operational excellence, and sustained business impact.

Experience

1. VP Excellence & Experience

   bp

   May 2025 — Present · Pune, IN

   Vice President – Excellence & Experience | People & Culture OperationsDriving Transformation, Digital Excellence & Human-Centered InnovationAs the VP for Excellence & Experience, I lead a global mandate to transform the way People & Culture (P&C) operations deliver value—putting our people at the heart of everything we do.My team and I are on a journey to elevate operational performance by embedding excellence into the core of our P&C processes. We do this by harnessing the power of digital interventions, proven Lean Six Sigma methodologies, and agile ways of working. Our focus is twofold: operational efficiency and exceptional user experience.Whether supporting colleagues in retail stores, on offshore rigs, inside refineries, or in global offices, we strive to ensure that every interaction with P&C is seamless, intuitive, and impactful.We are building a culture of continuous improvement across the enterprise—one that values data-driven decision-making, intelligent automation, and scalable process design. Through this transformation, we are not only improving how work gets done but also enabling our people to focus more on what truly matters: growing, thriving, and creating value.Key areas of impact: • Global Process Excellence: Driving simplification, standardization, and optimization across core P&C processes. • Digital Enablement: Leveraging technology and intelligent automation to enhance speed, accuracy, and user satisfaction. • Experience-Led Design: Listening to the voice of our people and redesigning experiences that are truly human-centered. • Capability Building: Developing Lean, Agile, and digital capabilities within our teams to foster a culture of innovation and adaptability.This role represents a deep commitment to not just operational transformation—but to shaping a future where excellence and experience go hand in hand across the entire people lifecycle.

Education

• St Joseph's College of Commerce (Autonomous)

  Bachelor of Commerce - BCom, Business/Commerce, General

  2000 — 2003

• Symbiosis Institute of Management Studies

  Master of Business Administration - MBA, Business Administration and Management, General

  2016