Customer Experience Team Leader - Lubes

Entity: Finance Job Family Group: Business Support Group Job Description: We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to tackle some of the big sophisticated challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero. Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better – and how you can play your part in our elite team? Job Purpose The role would be responsible for the critical business team with an accountability to represent the multiple functions across the region for administration & organisational change. The teams would handle customer interactions across an Omni-channel operation – Voice, Email, Chat, Chatbot & Social channels of support. 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 Lead 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 team to discuss performance and to develop and implement career path plans Coordinate monthly team meetings with direct reports Proactively develop the skills, proficiencies and knowledge of Customer Service team members Develop a team environment that supports continuous improvements & promotes the growth mindset Provide first level partner concern for any issues raised by the team Develop, achieve and 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 and lessons learnt Adhering with the tasks outlined in the EMS/QMS Systems Serve as single point of accountability for any projects or change requests from the business or enabling teams and run and assess risks and impacts to the processes as well as resourcing. Develop and maintain sound working relationships with key collaborators, customers and external service 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 Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption Deliver quality and efficient 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 advising work; appraising performance; rewarding and focusing employees; addressing complaints and resolving problems. Provide support as vital to ensure all team members are aligned with HSSE policies and procedures. Education, Experience Graduation or equivalent Deep Customer Service Experience and Omni channel capability including Social Media.6 years validated experience leading and mentoring a team within a corporate call centre environment with a confirmed understanding of call centre metrics and management of a call centre queue & workforce management and CRMs 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: Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, 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 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.

Location: India, IN

Posted Date: 9/28/2024