Business Improvement Specialist

Role Purpose
At bp, were reimagining energy for people and our planet. We have an ambitious ambition: be a net zero company by 2050 or sooner, and help the world get to net Crafting eating a more efficient business that makes the best use of its resources is a critical part of getting there. And thats 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 bps 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 modern digital solutions and agile ways of working.
The role of a Business Improvement Specialist would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & organisational change. The teams would manage B2B & B2C customer interactions (Voice/Email/Chat) .The candidate is responsible to ensure effective collaborator management, organisational change, focus on business improvement, consistency of operations, constantly looking for opportunities to improve customer experience & maintain positive relationships with business partners. Its critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.
This will be ANZ specific support role which would require a flexible schedule in terms of working hours & working days supporting the ANZ time zone.
The candidate needs to play a key role in building an open & empathic culture in the business, with a constant endeavor to achieve the interpersonal strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares guidelines in the team and with partners.
Key Accountabilities

• Provide technical analysis and feedback regarding impact of projects, system upgrades or modifications, as well as provide feedback and updates back to the team and department.
• Deliver training, training materials, solve documentation and continual on the job training for agents.
• Serve on, and sometimes lead, projects for new initiatives or enhancements.
• Assist in data tracking for upgrades, software glitches, and beta testing.
• Provide routine updates to management with project updates, chronic issues.
• Work with third party vendors (IBM, FIS and Accenture) to assure they are supporting the customers in a timely manner.
• Act as liaison between the GBS and other vendors for Process development and support.
• Serve as the point of contact between the customers and other teams including but not limited to Level 2 Support.
• Evaluate and recommend improvements to existing support processes.
• Identify gaps in current support processes, create and document work around solutions for gaps identified or when standard solve fails. These gaps or issues may require in-depth analysis and working with other parties closely to resolve. Provide recommendations for permanent solutions when needed.
• Handle/follow up on all work youre leading including but not limited to statistical reporting and call trend analysis.
• Handle and follow up on all sophisticated issues including but not limited to BPMe, Loyalty, Fleet and Claims & Complaints..
• Good interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills.
  
• Provide SME support to a Customer and Consumer Support team.
• Participate in the selection of new team members as part of Assessment Center process.
• Direct the work of team members, including coaching on process issues.
• Train new team members in day-to-day duties.
• Train current team members in process changes, system implementations, policy updates.
• Provide input into employees performance reviews and make recommendations for final performance ratings.
• Identify employees strengths and opportunities and recommend development opportunities for employees.
• Identify performance issues and recommend appropriate course of action (training, coaching etc.)
• Back-fill for the Team Lead, as needed
• Serve as the point of contact for sophisticated issues from team members and customers.
• Provide authority knowledge to all projects which potentially impact the team.
• Assist in the implementation of policy changes, new work, and process changes.
• Maintain end to end desktop procedure documentation.
• Lead focused continuous improvement effort within each work group, identifying gaps in current processes, making decisions on changes within process area and promoting principles of standardization and simplification. Use and advocate for standard CI tools such as A3 dashboards across team, coaching individuals to improve their CI skills.
• Provide analysis and feedback on sophisticated customer issues that are identified through complaints.
  

Essential Education And Experience

• Graduation or equivalent

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• Minimum 2 year current experience in Domain Expert or 2 years equivalent experience Consumer Fuels Support.
• Total 6-8 years of total experience
• Strong PC skills including Microsoft Office and ability to navigate and use software.
• Understanding of programming, database design and software development.
• Solid understanding of working model technology design.
• Ability to lead a project for an end to end process.
• Reputation of working effectively across complementary teams and operations.
• History of providing training and support to peers on technical business processes or systems.
  

Desirable Criteria

• Bachelors degree or equivalent experience
• Training/facilitation experience
• Experience leading or a desire to lead people as a future role.
  

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 world-class team
Come, join our bp team!