Customer Experience Team Leader at BP Fuel Garage

pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Stakeholder Management, Change Management, Performance Management, Continuous Improvement, B2B Customer Interactions, Omnichannel Operations, Coaching, Leadership, Agile Methodology, Digital Delivery, Data Analysis, Risk Management, Process Control, Relationship Building, Cross-functional Liaison, SME Support

Industry

Oil and Gas

Description

Entity: Finance Job Family Group: Finance Group Job Description: 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 & change management. 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 stakeholder management, change management, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong 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 best practices 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-one with all direct reports to discuss performance and to develop and implement career path plans Conduct half yearly and annual appraisals with direct reports Prioritize 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 of attitude Provide first level escalation for any issues raised by the team Develop, achieve and monitor 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 to 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 manage 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 FBT 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 cost-effective accounting and control to our customers by using technology, standard processes, and identifying and implementing continuous improvement opportunities with data-driven measurements 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 disciplining employees; addressing complaints and resolving problems Provide support as vital to ensure all team members are aligned with HSSE policies and procedures Accelerator Accountabilities: Constantly scans for improvement opportunities and implement transformative solutions that solve our most meaningful and csophisticatedproblems. Moves at a high pace while collaborating, managing risks, presenting, thinking globally and while demonstrating BP’s values, behaviors and attitudes. Continuously promotes Agile methodology through both adopting agile principles and actively championing agile at every opportunity. Thinks Digital Delivery first through applying deep digital expertise to problems, through understanding and promoting automation and through analyzing data to create breakthrough solutions. Builds capability through inspiring teams to learn new skills, adopt new practices and seek growth opportunities. Crucial Experience: Bachelor’s degree or equivalent experience in an accredited institution with 10+ 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 omnichannel operations is a must Proven experience in coaching and leading high performing teams. Effective communicator verbally and in writing Key Competencies: Strategic orientation and global awareness General leadership and decision-making skills Demonstrated experience leading and 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 Desirable Criteria: Proficiency in Microsoft Office Experience in Genesys/Avaya/Nortel telephony & email workflows Experience in managing chatbot & social media operations Proven track record to identify and incorporate technical tools Capability to interpret systems, integration, output Strong analytical skills to review metric and drive performance Strong analytical, control and financial accounting skills including a robust understanding of control processes Develop and maintain sound working relationships with key collaborators, customers and external service providers Provide input into the maintenance of telephony strategy including the technology platform Develop and control processes and procedures to the company standards We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 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: Accounting policy, Accounting policy, Accounting Processes and Financial Systems, Agility core practices, Agility tools, Analytical Thinking, Business Acumen, Business process control, Business process improvement, Collaboration, Commercial Acumen, Communication, Creativity and Innovation, Credit Management, Customer centric thinking, Data Analysis, Data visualization and interpretation, Decision Making, Digital Fluency, Financial Reporting, Influencing, Internal control and compliance, Management Reporting, Managing change, Presenting {+ 4 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 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. We’re an international energy company with global scale, ambitious plans and a team of brilliant people delivering energy to the world, today and tomorrow.

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Responsibilities

The team leader is responsible for managing a critical business team handling B2B customer interactions across the retail network, ensuring smooth retail operations generating over $2 Billion annually. Key accountabilities include leading the team for safe process runs, managing deadlines, conducting performance reviews, and driving continuous improvement through actionable insights.