Job summary
Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Role Synopsis
The role of a team leader would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & organizational change. The teams would manage B2B customer interactions (Voice/Email/Chat) across our retail store network in the Americas. The role would essentially need to enable a smooth functioning of a retail business with revenues over $2 Billion annually.
The candidate is responsible to ensure effective collaborator management, organisational change, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain positive relationships with business partners. It’s critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.
This will be a 24/7 support role which would require a flexible schedule in terms of working hours & working days supporting the US time zone.
The candidate needs to play a key role in building an open & empathic culture in the business, with a constant endeavor to achieve the interpersonal strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares standard methodologies in the team and with partners.
Key Accountabilities
- Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers.
- Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality.
- Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes
- Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans.
- Conduct half yearly and annual appraisals with direct reports.
- Organize monthly team meetings with direct reports.
- Proactively develop the skills, competencies, knowledge of Customer Service team members
- Develop an environment that supports continuous improvements & promotes growth mindset.
- Provide first level partner concern for any issues raised by the team.
- Develop, achieve, supervise Key Performance Indicators aligned to the Service Level Agreements
- Work closely with other team leaders within the business and GBS to ensure that overall operational objectives are met, ideas shared, lessons learnt.
- Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing.
- Develop, maintain a sound working relationships with key stakeholders, customers, external providers.
- Develop and control processes and procedures to the company standards.
- Serve as a cross functional liaison to share standard processes across the GBS and other areas of our business.
- Deliver quality and cost-effective accounting and control to our customers by using technology, standard methodologies, and identifying and implementing continuous improvement opportunities with data-driven measurement to strengthen trust and confidence in personal delivery and the overall delivery of the GBS agenda.
- Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Provide support as necessary to ensure all team members are stays in sync with health & safety policies and procedures
Essential Experience and Job Requirements:
- Overall, 10-12 years or more of experience in the Customer Service industry
- Minimum of 6-8 years of work experience in people management in Customer Service
- Experience in managing end-to-end customer operations is a must.
- Proven experience in mentor and leading hard-working teams.
- Effective communicator verbally and in writing
- Strategic orientation and global awareness
- General leadership and decision-making skills
- Demonstrated experience leading & managing change
- Must demonstrate a strong understanding of customers’ needs / behaviors.
- Ability to build effective relationships.
- Cross-functional mind-set
- People management and development experience
- Strong background and knowledge with identifying/completion on continuous improvement opportunities.
Travel Requirement
Negligible 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:
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 an accessibility need may request an adjustment/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 adjustment/accommodation related to the recruitment process, please contact us.
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.