Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of nearly 100,000 employees, BP operates with business activities and customers in more than 100 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
BP's downstream Refining and Marketing ("R&M") operations refine, transport, sell and trade crude oil and petroleum products. We refine and process crude oil into usable products, including high-quality gasoline and the chemicals used in everyday items. At service stations, ports and airports around the world, our fuels and motor oils help keep the world in motion. Our Lubricants business is concentrated on the higher margin sectors of automotive lubricants, especially in the consumer sector with a strong presence in the marine and industrial business markets. We supply fuel at about 1,200 airports in 90 countries and we're also present at about 1,000 ports around the world, to provide fuel and lubricants to cargo ships and other vessels as they come and go. BP's LPG business operates in the Bottle, Bulk B2C, Bulk B2B, Autogas and Aerosol markets. The Customer Service function within the BSC will be the centre of expertise for BP's R&M businesses, delivering excellent customer service to our B2B and Consumer markets. The BSC will handle a varied range of Order to Cash and other customer support activities. Our Customer is at the heart of all we do and our customer service employees are responsible for providing excellent customer service on behalf of our European and global businesses.
British Petroleum current job opening for position as:
Customer Service - Operations Delivery Manager - German Speaker
Req ID: 29250BR
Job category: Customer Services
Sub-category: Customer Services
Countries (State/Region): Hungary
Location: Budapest
Role synopsis
The initial focus for the post holder will be to support the CSM with developing and embedding the team in an evolving and dynamic environment. They will also be responsible for developing talent within the team. The Ops Manager will also be responsible for identifying process inefficiencies and proposing solutions.
The post holder will lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representative (CSR) teams who support inbound and outbound customer contacts.
The purpose of the CSR Teams is to respond to customer contact or support queries relating to BP’s products, services and marketing operations, including sales order processing and complaints handling in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications.
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Key accountabilities
- Managing a large scale team of Customer Service Representatives with complex process management and business interactions
- Understanding procedures and processes for the relevant Businesses, as well as the internal BSC processes.
- Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel). Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes.
- Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover.
- Proactively develop the skills, competencies and knowledge of Customer Service team members to ensure that members achieve their full potential
- conduct regular one to ones with all direct reports to discuss performance and to develop and implement career path plans.
- Provide coaching for the team members as part of their on going development and training
- Conduct half-yearly and annual appraisals with direct reports.
- Organise weekly team meetings with direct reports to discuss & review team performance, issues and to celebrate success
- Provide first level escalation for any issues raised by the team.
- Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation.
- Ensure processes are embedded & adhered to consistently throughout the team.
- Work with the CS Black belt to review & identify and resolve process inefficiencies
- Ensure team process and procedure documentations are maintained and fit for purpose.
- Run and analyse the identified Customer Service reports e.g. customer service management reports, weekly and monthly management reports and team performance and use the results to deliver the business objectives.
- Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
- Work closely with other team leaders within the BSC to ensure that overall operational objectives are met, ideas shared and lessons learnt
- Develop a team environment that supports continuous improvements & promotes the BSC culture.
- Develop and maintain sound working relationships with key stakeholders at all levels within the organisation, customers and external service providers
- Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
- Develop, control and improve processes and procedures to ”Best in Class” standards
- Ensure that all activities are compliant with the BSC’s HSSE requirements.
- Monitor and assure compliance to SOX and BP Business Controls
Essential Education
- Primary Academic Degree or suitable similar qualification
- Minimum of 36 months previous experience customer service skills in a service or comparable industry
- Experience in complex and system orientated environments is essential
- Must demonstrate a strong understanding of customers’ needs / behaviours
- Excellent written/oral communication skills both in German and English
- Ability to build and maintain effective working relationships across matrix organisations
- Ability to develop and retain people
- Demonstrated process thinking and experience with a strong focus on continuous improvement
- High Level of IT proficiency in Microsoft packages
- Highly motivated and ambitious to deliver value to end customers and business both operationally and financially
- A reasonable level of Strategic thinking and how to convert into tangible operating actions is desirable
Essential experience and job requirements
- Relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
- Proven experience in coaching and leading a team with scale and complexity
- Proven Experience in Customer Service or similar service orientated environments
- Strong and proven relationship management skills.
- Strong and Decisive decision making skills
- Good time management and organisation skills
- Experience in a global multi-national environment desirable
- Incumbent must have the following (minimum) abilities:
- Able to meet tight deadlines for both internal and external customers
- Able to consistently review and adapt approach and style to meet ever changing requirements
- Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met.
- Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
- Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
Desirable criteria & qualifications
- Develop and command respect for professional excellence Proactively identifies and bridges gaps between role requirements and their own and others’ expertise; Ensures reports have measurable development plans and monitors and rewards achievement against these; Respected for their technical expertise & ability to practically apply it to make decisions and develop solutions; Builds a culture of technical excellence in their area in which people are expected to develop and learn from experience
- Foster Effective Teamwork and Collaboration Understands the organisation and knows how to work across organizational boundaries; Engenders trust and builds positive and collaborative relationships; Leads by example with positive team behaviours; Identifies key stakeholders and successfully engages them
- Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
- Personal Effectiveness – effective communicator; time management; listening and facilitation
- Team working – build team spirit; flexible and adaptive; supportive
- Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
- Organising Ability – organisation and administration; handling emergency situations; risk assessment and management
- Open Thinking – generate new ideas; challenge rigid thinking; see the big picture
- Act decisively – The ability to make informed and effective decisions
- Performance Bias – The ability to work in ways that achieve remarkable performance
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