Customer Operations Senior Manager

Job summary

Entity:

Customers & Products

Job Family Group:

Retail Group

Job Summary:

This role will consider applications across all European countries with a BP presence.

Responsible for leading a large team to ensure delivery of HSSE, financial profitability, growth performance objectives and efficient retail operations, holding accountability for the execution of a high quality retail offer and related critical initiatives, and delivering growth through operational excellence in all aspects of retail by maintaining consistent operating standards in full compliance with legislation and BP policies/procedures.

Job Description:

The role of the Customer Operations Senior Manager is to define and build a multi-year customer service change roadmap to transform the B2B and B2C customer service experience in collaboration with the global business services team. Within this role, you will be accountable for design, delivery, implementation and continuous improvement of the processes and initiatives required to deliver the roadmap.

The strategy will need to include consideration of people, tools, process and technology. Whilst also taking into account external market best-practise, global benchmarking & centre of expertise guidance. You will also lead change working alongside the leadership team, through analytical assessment of opportunities and strong communication of the value and necessity for change.

Key Responsibilities:

• Owning the transformation of the organisation’s customer service operating model so that it is fit for today and the future

• Plan, design and implement a multi-year change programme to support the embedding of the strategy for B2B and B2C customer service delivery across the Mobility and Convenience Europe organisation

• Ensure that the delivery of new processes, ways of working or initiatives delivered through the programme meet the business requirements and are of an appropriate standard

• To influence decision making to ensure the success of new operational processes, performance management systems and changes in culture

• Collaborate with all functions and supporting interfaces to ensure processes are aligned

• Act as a mentor to others in the organisation around process optimisation and operating model efficiency

• Ensure adequate performance updates are delivered in leadership team performance meetings.

• Ensure effective quality assurance and take overall responsibility for the integrity of the programme. Focusing on adherence to local and company policy and procedure and coherence with interdependent functions and programmes

• Accountable for the programmes' budget to ensure any expenditure and cost is handled

• Be responsible for the risk register for all projects within the programme and hold the accountability to mitigate and handle any risks for the overall programme

• Handle communication with all relevant partners to ensure that they are constantly advised, resolve any issues that are raised and to seek insight to support with decisions and future activities

Job Requirements:

• Previous experience in leading customer transformation projects and programmes, turnaround and/or performance improvement including customer service centre strategy and operations

• Experience operating in a multifaceted, multifunctional organisation and evidence of inspiring change initiatives

• Significant experience in change management and cultural transformation

• Lean 6 Sigma Black belt (desired)

• Business/retail/commercial acumen combined with strong ability to influence without authority at all levels of the organisation

• Analytical problem solver, with ability to seek innovative ways of addressing problems and to simplify activities

At bp, we provide an extraordinary environment and benefits such as an open and inclusive culture, work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others!!

Diversity sits at the heart of our company and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place. We do not discriminate based on race, religion, colour, national origin, gender and gender identity, sexual orientation, age, marital status, veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Reinvent your career as you help our business to meet the challenges of the future. Apply today!!

Travel Requirement

Up to 25% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is fully remote

Skills:

Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Business Acumen, Business process improvement, Commercial acumen, Communication, Conflict Management, Continuous improvement, Continuous Learning, Creativity and Innovation, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital fluency, Industry knowledge and advocacy, Integrated pricing, Leading transformation, Negotiation planning and preparation, Offer and product knowledge, Offer execution and growth {+ 11 more}

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.