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Customer Excellence Manager

Customer Excellence Manager

  • Location India - Pune
  • Travel required Up to 10% travel should be expected with this role
  • Job category Business Support Group
  • Relocation available This role is eligible for relocation within country
  • Job type Professionals
  • Job code RQ079395
  • Experience level Senior
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Job summary

Entity:

Finance


Job Family Group:

Business Support Group


Job Description:

Role Synopsis:

As the world and bp are changing, Global Business Services (GBS) has a vital role to deliver business solutions that result in great outcomes for bp. Our mission is to create innovative solutions to transform BP, driven by inspired people in a dynamic environment. We will innovate to transform, and we will deliver this through our five strategic priorities: transform services, digital innovator, deliver increased value, invest in people’s futures, end customer focused - enabled by our colleagues, culture, demeanor and our values and behaviours. 

As a Customer Excellence Manager you will work with the Operations teams in ensuring that the function delivers exceptional experience to its customers. The customer excellence manager will be a part of the functional leadership team and help integrate across partner excellence, insights and performance, transformation and automation and functional operational excellence. Ultimately, your goal is to cultivate long-term customer loyalty by consistently delivering value and exceeding expectations. Your performance will be measured against process performance as well as improved customer satisfaction.

Key Accountabilities

1.    Integrating all projects and programs that impact the function you are supporting and be a voice into the function and the voice of the function in other forums
2.    Joint Ownership of ensuring closed looping on all actions from partner forums and creation of data and insights for the engagement forums
3.    Monitoring business performance and working with the functional leadership and functional open to drive continual improvement. 
4.    Support the function in service recovery plans and roadmap to recover on missed metrics
5.    Developing a strategic partnership roadmap aligned with bp goals and strategize ways to grow current customer relationships.
6.    Support the functional leader in monitoring and meeting the performance contract for the function
7.    Be the single source of data and inputs for the function into all strategic reports and dashboards, working together with the function and under the guidance of the functional leader
8.    Translate all data and insight requirements of the function into formal demand to help the relevant teams complete these
9.    Hold all teams supporting the function to account on their results.

Qualifications, Competencies & Demeanor:

•    Bachelor's degree or equivalent experience in business administration, operations management, or a related field. Master's degree or equivalent experience preferred.
•    Confirmed experience 5+ years in operational excellence and service excellence roles, and a total work experience of 15+ years
•    Good communication and social skills, with the ability to collaborate effectively across different levels of the organization.
•    Strong problem-solving skills and ability to thrive in a fast-paced, dynamic environment.
•    Engaging and collaborative way of working
•    Adept at working on multiple concurrent projects with nominal supervision
•    Microsoft Office skills, extensive understanding / experience using Excel and data visualisation and presentation skills
•    Enterprising demeanor & innovative approach 
•    Lean, Six sigma and Agile project leadership skills


Technical Capability
•    Working knowledge and proficiency in the MS office suite
•    Working understanding of project management principles and practices
•    Working understanding of Salesforce, Genesys, SAP and other related systems in a customer facing environment 
•    Good and hands-on experience and understanding of Customer Service, Order to Cash and Supply chain processes
•    Working knowledge of analytic tools like Celonis, Minitab, advanced excel


Business Capability
•    People & Business focus – all decisions clearly aligned to end user/business and bp strategy
•    Customer management – ability to engage, collaborate, co-create with and influence key Business customer partnering, basic consultancy skills and a ‘coach approach’ to build trust. Is continually enhancing skills in active listening, influencing, facilitation and communication
•    Outstanding verbal and written communication skills to interact with functional and technical colleagues, and end users, with a passion for customer service
•    Excellent problem solving and Business analysis skills: timeline planning, requirements definition and documentation, test planning, deployment approaches
•    Ability to accurately collect information to understand and assess the clients’ needs and situation. Adept documentation abilities, with experience in preparing Business requirements, - supporting documentation, test scripts and meeting notes
•    Experience of giving to great employee / user experiences – bringing to bear design thinking and service-centric design methodologies

Leadership & EQ Capability
•    Experience of succeeding in complex and changing environments, including ability to work effectively in a fast-paced environment and handle daily planned and unplanned activities
•    Strong team alliance skills and ability to work closely with others whom you have no direct authority over
•    Effective communication skills, flexible style able to communicate effectively at all levels
•    Strong influencing skills - able to gain acceptance to ideas from senior customers and comfortable in the space of challenge and difficult conversations
•    Is self-aware and skilled at handling impact on others Applies judgement and common sense at scale - demonstrates global understanding of the wider Business in support of cross segment/border working and ability to apply sound judgement / wise counsel

Attitudes:

•    Lead your success - Demonstrates leadership and is accountable for driving team performance; Inspires teams to evaluate and enhance delivery of Business outcomes; Models safe and ethical work practices and a culture of clarity
•    Think big - Actively seeks opportunities to transform and enhance processes and systems; Constantly seeks ways to transform, improve and innovate; Builds the skills and knowledge of the team and promotes a collaborative team environment
•    Be curious - Encourages a culture of curiosity across teams; Ensures the delivery and improvement of digital solutions to benefit customers; Supports the team to try new technologies, fail and learn fast and implement solutions at pace
•    Effortless customer experiences - Drives team to understand customer needs and deliver digital seamless self-service customer experiences
•    Digital first - Keeps up to date with digital innovation and seeks digital solutions for problems, Encourages the team to deliver creative digital solutions


Travel Requirement

Up to 10% travel should be expected with this role


Relocation Assistance:

This role is eligible for relocation within country


Remote Type:

This position is a hybrid of office/remote working


Skills:

Agility core practices, Analytical Thinking, Collaboration, Commercial Acumen, Communication, Creativity and Innovation, Data Analysis, Decision Making, Digital fluency, Integration, Managing strategic partnerships, Research and insights, Risk Management, Stakeholder Engagement, Stakeholder Management, Sustainability awareness and action


Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).  If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy.  This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

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