Subject Matter Expert - Customer & Consumer

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

At bp, we’re reimagining energy for people and our planet. We have a bold 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 modern digital solutions and agile ways of working.

The Customer and Consumer Authority, with minimal direction, is responsible for managing advanced issues involving in-depth solve of BPMe Application, POP or Loyalty Platform. Acts as a liaison and work closely with other groups within the GBS and outside the organization. Provide support and training to colleagues. Lead colleagues when necessary in Customer and Consumer Support objectives. Document and training materials for agents. Handle projects and tasks related to new activity affecting Customer and Consumer Support. Provide analysis and feedback for new initiatives, routine problems, chronic problems and all facets of Customer and Consumer team.

Key Accountabilities

• Deliver training, training materials, fix documentation and continual on the job training for agents.
• Administer monthly assessments and refresher sessions on product and process knowledge to uphold appropriate knowledge levels.
• Provide routine updates to management with project updates, chronic issues.
• Serve as the point of contact between the customers and other teams including but not limited to Level 2 Support, Fuels Marketing, Fuels Engineering.
• Identify gaps in current support processes, create and document work around solutions for gaps identified or when standard fix 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 and follow up on all work you're doing including but not limited to statistical reporting and call trend analysis.
• Handle and follow up on all advanced issues including but not limited to BPMe, Loyalty, Fuel Claims, and POP.
• 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.
• Train new team members in day-to-day duties.
• Train current team members in process changes, system implementations, policy updates.
• Identify performance issues and recommend appropriate course of action (training, mentor etc.)
• 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.
• Provide analysis and feedback on complex customer issues that are identified through complaints.

Qualification & Experience and Competencies

Essential Education and Experience

• Graduation or equivalent
• Minimum 1 year current experience in Authority
• Total 5-6 years of total experience
• Strong PC skills including Microsoft Office and ability to navigate and use software.
• Solid understanding of working model technology design.
• Reputation of working effectively across diverse 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
• MSCE or MCP, A+ and Network+ certification
• Experience leading or a desire to lead people as a future role.

Educational background

Bachelors degree or equivalent experience, preferred

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.