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Execution Lead, Helpdesk

Execution Lead, Helpdesk

  • Location India - Maharashtra - Pune
  • Travel required Yes - up to 10%
  • Job category Procurement & Supply Chain Management Group
  • Relocation available Yes - Domestic (In country) only
  • Job type Professionals
  • Job code 140884BR
  • Experience level Intermediate
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Job summary

Grade HResponsible for providing dedicated procurement, programme and stakeholder management support for the hub or at site, based on sound procurement management knowledge, and conducting day-to-day (non-category aligned) procurement execution activities in order to meet the Service Level Agreements and Operational Level Agreements for procurement operations.

Key Accountabilities and challenges

The Execution Lead, Helpdesk is responsible to provide First Level Support to bp Suppliers and internal business users. And provide technical support to HD agents by trouble shooting and provide problem resolutions for Source to Pay queries. The Execution Lead is responsible for monitoring the progress of incoming calls/emails/tickets to ensure that they are tracked, followed up and closed accordingly. The role holder is required to log all calls, perform first level assessment, first level resolution where applicable and correct assigning of calls/emails/tickets to Resolver Groups:

  • Handle all incoming calls/emails/tickets
  • Resolve issues and escalate to the relevant channel if/when required; however, providing first level resolution is of utmost importance
  • Provide training in relation to S2P knowledge to users
  • To perform a trend analysis on repeat calls/emails and provide ideas to eliminate the repeated calls/emails.
  • Due Diligence:
    • Conduct daily checks to avoid duplications in logging of calls, emails & tickets
    • Check for accuracy of the details logged
    • Analyse the contents of the tickets and assign it the relevant resolver group
    • Ensure that all tickets are closed accurately, whilst always adhering to processes
  • Participate in continuous improvement initiatives by proposing system and process enhancements
  • Working hours (ANZ/ASPAC/UK/Europe/US shift) to support Business Partners
  • Direct line management to a team of 5 - 10 Specialist
  • Proactively identify, propose, and implement process improvement, standardisation and simplification activity within the team
  • Coach team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organisation
  • Champion the use of GBS Procurement and Supplier Management processes and tools to ensure Operational Excellence and improve overall Business performance
  • Partner with Ariba Team to implement the Ariba Network deployment strategy, including:
    • Supplier Communications, Training, Escalation Process, Testing
  • Stakeholder Management:
    • Timely and relevant customer feedback and status update
    • Challenge current process and performance practices, proposing and delivering enhancements to process & KPI’s to meet the on-going requirements of the GBS Leadership Team
  • Due Diligence:
    • Conduct daily checks to avoid duplications in logging of calls, emails & tickets
    • Check for accuracy of the details logged
    • Ensure that all tickets are closed effectively
  • Leadership Competencies:
    • Ability to coach peers and juniors on systems and processes and help them improve in terms of Service Quality
    • Apply business rigour and judgement: Demonstrates a clear understanding of how value is created for the business and continually applies this to generate practical sources of value for bp

Qualifications, Competencies & Mindset
Essential Education & Experience
  • Bachelor’s Degree in Management, Business, Finance, Accounting, or related field
  • Minimum 12 years of experience managing a client-service oriented function with experience in management of large corporate initiatives/projects, strategic thinking, relationship management and processes
  • Minimum of 3 years of experience in leading, developing and/or coaching teams
  • Strong understanding of procurement and general accounting practices
  • Proficient in PSCM applications including ARIBA, SAP and Salesforce
  • Direct process management experience including best practices, driving innovation, continuous improvement, technologies, processes, procedures and tools
  • Shared service centre experience is essential
  • Experience of working cross culturally and in an international environment
  • Ability to communicate and influence across different levels in the organisation
  • Engaging and collaborative way of working
  • Resilient and experienced in working in multi-faceted environment

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