Senior Customer Operations Process and System SME

at  BP

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 solve some of the big complex 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 to help the world get to net zero.
In Hungary, we operate bp’s Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the big complex challenges facing our world today and, guided by our bp values, are working to help meet the world’s need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions – providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

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

Drive expertise in Order-To-Cash processes and provide recommendations for process and efficiency enhancements.
Represent the E2E Customer view in process related workshops and conversations, drive value adding outcomes with real customer impact
Proactively look for automation and simplification opportunities in the O2C space and lead them through until implementation
Consider the impact of transformational projects on our O2C processes and ensure functional processes are aligned and can be operated without any interruption; ensure functional interfaces within the process work efficiently
Ensure the Global Process Standards are embedded in the Order-To-Cash operations by driving regular process audits, ensure training materials and process documentation are up to date and trainings are delivered to the target population
Drive improvements and automation in the Order-To-Cash process across Castrol Customer Operations, focus on streamlining the process in the Customer Service teams
Drive expertise in CRM and SAP/O2C processes and provide recommendations for process and efficiency enhancements on a global scale
Secure proper communication of process changes towards Operational users, Learning and Development and other collaborators such as Team leaders, Service Managers and Directors
Support the management decision process to deliver the strategy by providing data and analytics and recommendations based on process expertise
Conduct regular control activities for the Customer Castrol operations, ensuring compliance and supervising internal control effectiveness
Complete process reviews and propose improvements to align and standardise across the Customer Castrol organisation and ensure changes are embedded and adhered consistently
Proactively identify gaps in existing and to-be processes, propose and implement continuous improvement opportunities incorporating standard methodologies
Maintain a good working relationship with stakeholders on all level across the organisation both internally and externally
Work closely with Castrol Transformations team, Global Process Owners and system experts on joint projects, system and process improvements
Coach team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organisation, support long term career development of key talents
Support Operational Leadership in developing a high-performance culture promoting continuous learning and focusing on meeting / exceeding customer needs / expectations