Head of Customer Operations, Lubricants Full-Time

Role synopsis:

BP – This is your place! Find the right position to explore your potential in the exciting and vibrant universe of BP, one of the world’s leading energy companies!

Consider joining BP and unleash your energy as a Head of Customer Operations, Lubricants.

Who we are?

From the deep sea to the desert, from rigs to fuel retail sites and research centres, BP delivers light, heat, and mobility solutions for a changing world. In our Global Business Services offices in Budapest and Szeged we provide services to move our business forward. As we are continuously growing we look for experienced professionals to contribute to our success.

If you join our Customer Operation team, you may have the following responsibilities:

• You will develop and communicate a clear vision and GBS Strategy for Customer Service activities in line with BP Group Policies and Customer Frameworks;
• You will develop and translate Customer strategy into short- and long-term operational goals, objectives, and roadmaps; identify necessary resources (people and capital) to support the implementation of these strategies;
• You will monitor end to end process performance metrics to support the existing ongoing multiple and varied Strategic Performance Units, Business Units and Functional team objectives;
• You will be responsible for achieving top quartile Customer Service Metrics: developing and measuring performance through standardised metrics;
• You will be responsible for executing all Customer Service activities whilst ensuring legal and compliance requirements are met in all jurisdictions; liaising with relevant functional groups on policy direction; setting and maintaining process standards (including robust controls): and supporting optimisation efforts through Continuous Improvement and Technology enabled solutions, e.g RPA;
• You will implement global process standard and design (GPDS) across your process areas, enabled by deployment of global templates embedded within relevant ERP, Customer Service global template and/or enabling technology templates; driving commonalities in processes across SPUs and BUs; and deploying with relevant business programmes of work. (e.g. Nike and GSD);
• You will ensure Customer Service processes and standards are accurately incorporated in the BP Enterprise Activity Model (EAM);
• You will be responsible for identifying and closing performance gaps within your area of responsibility, based on the performance metrics, audits, and where applicable external benchmarking;
• Working with the Global and/or Regional / Business / Function leaders, you will ensure that local Continuous Improvement projects are identified and delivered to support global process standards and strategy;
• You will work to drive RPA opportunities to enable process execution;
• You will be responsible for managing a diverse team made up of both direct and indirect staff;
• You will support the Head of function in developing the capability of people within your functional area through a coaching approach;
• You will support the Head of function in driving diversity and inclusion at all levels of your functional area and ensure fairness and transparency in ways of working;
• You will build and support the development of Customer Service subject matter expertise within Global Business Services centres. Supporting talent development and retention by involvement of subject matter experts and/or super users at all levels of the organisation.

In the Head of Customer Operations, Lubricants role we have the following requirements:

• Significant industry, business services, outsourcing or similar experience;
• A strong track record of leading customer services within a business services centre in an organisation of similar operational scale;
• Worked in global multi-national or similar diverse business environments;
• Suitably qualified professional with degree or similar education background;
• Excellent interpersonal and communication skills required given diverse nature of operating landscape;
• Exceptional influencing skills and the ability to motivate cross functional and diverse teams;
• Fluency in Business English;
• Passion for driving continuous improvement with clear evidence of same in professional or business background.

At BP we provide the following environment & benefits to you:

• A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the mindset of giving back to our environment are highly valued;
• Possibility to join our social communities and networks;
• Company car or car allowance;
• Learning opportunities, language courses and other development opportunities to build a lasting career;
• Different bonus opportunities based on performance, wide range of cafeteria elements;
• Life & health insurance, medical care package;
• Company laptop and phone for private usage;
• Opportunity to work from home: up to 2 days / week based on team agreement.

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About BP:

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. BP operates with business activities and customers in more than 80 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. Global Business Services (GBS) is BP’s shared services organisation. GBS add value by standardising and modernising business activities, whilst maintaining a robust control environment and driving operational excellence. There are five GBS Centres globally, situated in Europe, Africa, Asia, America and ANZ and Central Teams across all locations as well as the UK and Houston. We have been continuing to develop our European Service Centre in Budapest, Hungary since 2009 and now we are extending our presence in Szeged as well. We aim to bring dynamism to the country and opportunities to all our current and future employees. Due to upcoming corporate transitions and our progressively growing competence over multifaceted business processes, our European service centre is persistently broadening its range of prominent career opportunities in both cities. We offer more and more B2B roles for career planners as well as increasingly complex, high-level, senior positions to seasoned experts. We are seeking individuals who share our values and are ready to make our business and culture stronger. Our key aim is to keep building on the successes we’ve seen over recent years, driving through the many and varied projects we’re working on that demonstrate continuous improvement. We strive to inspire our employees by creating an enjoyable, challenging work environment whilst simultaneously providing balance in private and work life, advancement through compensation, fun at work and shared devotion in volunteering and charity activities. All roles in BP Global Business Services offer some form of agile working to enable you to integrate your work and personal commitments. Talk to us about what agile working could look like for you.