Senior Manager- US Customer Operations

Grade F Responsible for managing a large team to provide customer service support to ensure maximum customer satisfaction, contributing to strategic development using highly advanced understanding of the customer s needs and expectations, and driving standardization and consistency of best-in-class processes to provide new and existing customers with the best possible service and enable delivery of business objectives.

Entity:

Finance

Job Family Group:

Business Support Group

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 sophisticated challenges that matter for the future. We have a real contribution to make to the worlds 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 India, 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 at Pune, 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!

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 extraordinary team

Join our Ethics and Compliance Team and advance your career as a "Senior Manager- US Customer Operations"

The role of Senior Manager - MC US, Customer, is to lead all aspects of regional delivery for MC and FSM Americas operations across GBS India. This covers all aspects of quality, control and compliance in addition to being responsible for people, commercial and regional relationship management with key business Customer partners. The role will work with key customers implement and drive process and technology solutions created to drive continuous improvement, efficient delivery and acquiescent operations while managing the Lead to Cash cycle, along with Data and Analytics activities for multiple brands within the Americas.

This role also encompasses membership of the GBS India Leadership team and is owners for ensuring the Customer Operations for Americas is led in an effective and efficient manner, meets its performance expectations and aligns with operational and HSSE standards, all legislative requirements, and GBS/bp policies. In addition, the post holder will be required to Support to Service Level Agreements with bp, provide leadership, coaching and development to leaders and colleagues whilst reinforcing the bp values and diverse culture.

Key Roles Responsibilities:

• Owners for regional leadership of all Customer teams for the region, within GBS India. In consultation with the Head of Customer Function and key business partners, develop and implement a strategic India Customer Road Map for the relevant region aligned to the delivery of both partner and GBS goals.
• Track performance and in conjunction with the Head of region proactively engage with business partners to ensure through strong relationships that performance is delivered to agreed levels in line with business objectives.
• Develop opportunities to enhance performance through the transformation and modernisation of the function through applying an agile mind-set and proactively accepting automation, process optimisation and continuously reviewing activity location options.
• Responsible to help support delivery of the GBS Customer process transformation roadmap for GBS Customer.
• Provide leadership to the Customer Function through the clear provision of in-year and multi-year plans, performance targets and measures, appropriate performance and development programs, creating a motivational department environment, providing coaching and guidance, people capability development, implementation of people strategy to effectively recruit hard-working and professional staff.
• Actively develop talent within the Function in India to ensure robust succession plans are in-place that meet the diversity expectations of GBS.
• Perform senior customer business relationship management based on a common GBS global framework for partner relationship management to ensure consistency of approach and quality of interactions for our partners. Encourage collaboration and sharing of standard methodology across the teams and within the centre and globally to other GBS centres, including vital collaboration with other functions and enablers. Accountable for relevant customer management information generation and translation of data into key business insights
• People leadership:ensure the LT are approachable and known as thought leaders ; lead people responsibly and with consideration; create behavioural expectations and lead by example, always modelling what we value; grow internal people capability; provide mentorship and guidance; communicate messages in an effective and timely manner
• Constantly scans for improvement opportunities and implements ground-breaking solutions that tackle our most ambitious and complex problems.

Job Requirements, Qualification Functional Knowledge!

• Bachelor s degree or equivalent experience
• Strong working expertise of min 12+ Years
• A deep understanding of standard methodologies in operations management, including process optimization, efficiency improvements, and quality control.
• Knowledge of end-to-end business processes, like sales operations, marketing, retail support, customer service, and financial management.
• Expertise in leading change initiatives, including process re-engineering, adoption of new technologies, and organizational restructuring.
• In-depth understanding of risk identification, mitigation strategies, and business continuity planning.

Business Expertise: Proven track record of delivery in roles working with the Customer processes, experience with control over customer and financial reporting, experience with system implementations, process improvement, and outsourced services management. Shared services experience desirable.

Leadership: Strong ability to work across various departments, such as marketing, finance, PC, technology and DST to ensure cohesive operations. Broad understanding of the specific industry the business operates in, including key trends, competitors, and market dynamics.

Problem Solving: Maintaining and strengthening controls including definition of new controls in a sophisticated service delivery model environment that is redefining and growing whilst operating. Helping to accelerate process standardization, efficiency and value creation. Ensuring the delivery of exceptional customer service whilst maintaining a commitment to continuous enhancement and operational excellence. Insights into customer behavior, preferences, and feedback loops to drive customer-centric operations.

Nature and Area of Impact: Drives the standardization of processes across the shared service center, reducing variability, improving quality, and enhancing efficiency.By optimizing resource allocation, streamlining operations, and maximising economies of scale, the role significantly supports cost savings for the organization.

Communication skills: Effective communication is crucial for this role as they need to interact with a variety of customers, including executives, department heads, team members, and external partners. Clear and persuasive communication helps in aligning teams, inspiring change, and ensuring that everyone understands the strategic vision and operational goals.

• Active Listening
• Emotional intelligence
• Mediation and Negotiation
• Communication
• Decision-Making

We are happy to have you join our team bp!

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.