Entity:
Job Family Group:
Job Description:
Overview:
At bp, we’re reimagining energy for people and our planet. We have an aggressive ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Creating a more efficient business that makes the best use of its resources is a critical part of getting there. And that’s what our new global business services (GBS) centre in Pune, India is here to do – put digital at the heart of our business and accelerate the transformation of bp’s business processes across the globe. Driven by the bp values and comprising capabilities in data, procurement, finance and customer service, the GBS centre will drive pioneering digital solutions and agile style of working.
Key Accountabilities and challenges:
• Handle all incoming calls/emails/tickets
• Resolve issues and call out to the relevant channel if/when required; however, providing first level resolution is of utmost importance
• Deliver training in relation to S2P knowledge to users
• To perform a trend analysis on repeat calls/emails and provide ideas to eliminate the repeated calls/emails.
• Timely and relevant customer feedback and status update
• Due Diligence:
Conduct daily checks to avoid duplications in logging of calls, emails & tickets
Check for accuracy of the details logged
Analyse the contents of the tickets and assign it the relevant resolver group
Ensure that all tickets are closed accurately, whilst adhering to processes at all times
• Participate in continuous improvement initiatives by proposing system and process enhancements.
Working hours (ANZ/ASPAC/UK/Europe/US shift) to support Business Partners.
Qualifications, Competencies & Approach:
Essential Education & Experience:
Bachelor’s Degree in Management, Business, Finance, Accounting, or related field
Minimum 3-5 years of experience handling a client-service oriented function with experience in management of large corporate initiatives/projects, critical thinking, relationship management and processes
Good understanding of procurement and general accounting practices
Proficient in PSCM applications including ARIBA, SAP and Salesforce
Direct process management experience including standard methodologies, driving innovation, continuous improvement, technologies, processes, procedures and tools
Experience of working cross culturally and in an international environment
Able to communicate and influence across different levels in the organization
Engaging and collaborative way of working
Resilient and expertise in working in multifaceted environment
Approaches:
Lead your success - Accountable for delivering innovative business outcomes; Seeks opportunities to improve and digitize process delivery; Adheres to safe and ethical work practices
Think big - Actively builds own knowledge, capabilities and skills for the future; Values teamwork and collaborates to achieve results
Be curious - Willing to suggest new ways of working, processes and technologies; Ensures the delivery and improvement of tech solutions to benefit customers
Effortless customer experiences - Understands customer needs and delivers digital flawless self-service customer experiences
Digital first - Applies creative digital solutions to tackle problems.
Key Competencies:
• Operational Excellence - Has a sound understanding of process and workflow streamlining, problem resolution and change management
• Risk Management - Identifies external and internal factors that impact risk and mitigation opportunities. Identifies potential new or emerging risks / threats and implements mitigation plans
• Change Management - Builds energy around a change using a systematic approach to transition from the present to the desired state
• Digital Fluency - Optimally uses digital guidance, tools, methodologies, and security measures for operating as a digital business. Uses digital tools to collaborate, organize, plan and reflect on digital data
• Analytical Thinking - Systematically breaks down a complex problem or process into component parts using logical analysis techniques to reach a solution. Logically assesses relationships, grasps interdependencies, and reviews trends within a complex problem or situation. Challenges assumptions and reliability of acquired information
• Decision Making – Makes decisions affecting both own tasks and those of others. Combines a variety of factors including commercial awareness, risk and financial expertise to make appropriate decisions and derive insights
• Innovation - Adapts existing processes, methods and ways of working to drive efficiency. Uses digital technologies to develop new ideas, projects and opportunities
• Influencing - Identifies areas of alliance and disagreement, evaluates options and potential outcomes, and plans influencing strategy. Identifies short term customer needs and communicates benefits to the collaborator. Knows when and how to use the chain of command
• Problem Solving - Evaluates and prioritises problems for own area. Resolves problems in a timely way, using a combination of logic and experience to make decisions and solve problems
• Relationship Management - Establishes and maintains relationships with peers and internal business partners to achieve results
• Eye For Business - Identifies new or alternative approaches to performing business activities more efficiently.
Come, join our bp team!
Travel Requirement
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Remote Type:
Skills:
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.