Entity:
Finance
Job Family Group:
Business Support Group
Job Description:
Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better and how you can play your part in our world-class team
Join our Digital Solutions Team and advance your career as a
Customer Service Process Manager
Digital Solutions combines various processes ranging from global transformation delivery, project and programme portfolio management, change management, template, business process management, automation centre of excellence, global data management and others.
In this role You will:
- Drive harmonisation of Customer Service processes across GBS providing cross-divisional process standards
- Drive integration between Customer Service and business processes (including outbound/inbound customer interactions) with the target of end-to-end optimisation
- Drive integration between Customer Service, C&P and Finance processes with the target of end-to-end optimisation and clear lines of accountability
- Coordinate the development and maintenance of relevant Globally Defined Practices for Customer Service processes
- Recommend process automation where feasible
- Specify, design and deliver analytic capability for Customer Service processes
- Build and maintain global Customer Service dashboards that provide insight to process performance and total cost to serve
- Assess new requirements from the Customer Service network and lead discovery of solutions and/or alternatives
- Complete initial review of change / optimisation initiatives identify and evaluate high-level process, system or capability risks and recommend proposal changes or solutions to mitigate risks
- Maintain Customer service catalogue for Customer Service ensuring all agreed scope changes are fully documented and updated
- Support project team and partners in decision making and sign-off all future Customer Service process designs
- Partner with Operational teams to effectively manage the project lifecycle to ensure delivery of desired outcome on a timely basis and within approved budget
- Facilitate workshops for process analysis, design and implementation activities
- Engage with the GBS Customer service delivery teams to understand their needs, and measure and supervise to ensure operational service requirements are met
- Contributes to new projects, transitions and transformations
- Engage with the Super User community
- Participate in the global CRM community to contribute to transformation, standardization and simplification changes and initiatives
- Ensure processes are understood, embedded & adhered consistently throughout the SU community
- Work with key collaborators to develop a pipeline of ideas that could bring benefits to our user community
- Develop ideas into credible changes and ensure these are delivered
What You will need to be successful:
- Experience in managing activities in a Service Centre environment using CRM systems, such as Siebel and Salesforce
- Experience in using Service Centre technologies: WFM tools (e.g. Genesys); CQM tools (e.g. Zoom) Customer Survey tools (e.g. Qualtrics, Medallia)
- High Level of IT proficiency in Microsoft packages
- Experience in developing digital channels and customer journeys
- Proof of successfully leading and delivering improvement projects
- Ability to prioritise, handle issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business value, escalating accurately if needed
- Ability to review and adapt approach and style to meet ever changing requirements.
- Skills to manage conflicting work issues and deadlines to ensure deliverables are met and knows when to escalate.
- Skills to communicate effectively with all levels in the organization and to actively promote a positive work environment and build networks effectively to improve and share knowledge.
- Possess understanding of the Oil & Gas business, industry, suppliers, internal structure and functions
- Experience of working in a customer focused business to business environment
- Customer-centric approach
- Proficiency in English language
At bp, we provide the following environment & benefits to you:
- Different bonus opportunities based on performance, wide range of cafeteria elements
- Life & health insurance, medical care package
- Flexible working schedule: home office up to 3 days / week, based on team agreement
- Opportunity to build up long term career path and develop your skills with wide range of learning options
- Family friendly workplace e.g.: Extended parental leave, Mother-baby room
- Employees wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
- Possibility to join our social communities and networks
- Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
- Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested
bp Hungary won the Most Attractive Employer 2023 Award, based on the PwC annual research. Come and join us!
Travel Requirement
Some travel may be required with this role, this is negotiable
Relocation Assistance:
Relocation may be negotiable for this role
Remote Type:
This position is a hybrid of office/remote working
Skills:
Agility core practices, Analytical Thinking, Business process improvement, Commercial acumen (Inactive), Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
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.
