Role Synopsis

The role of a senior team leader would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & change management. The teams would manage B2B customer interactions (Voice/Email/Chat) across our retail store network in the Americas. The role would essentially need to enable a smooth functioning of a retail business with revenues over $2 Billion annually.

The candidate is responsible to ensure effective stakeholder management, change management, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong relationships with business partners. It's 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 a 24/7 support role which would require a flexible schedule in terms of working hours & working days supporting the US time zone.

The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavor to achieve the organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares standard methodologies in the team and with partners.

Key Accountabilities

Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers.
Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality.
Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes
Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans.
Conduct half yearly and annual appraisals with direct reports.
Organize monthly team meetings with direct reports.
Proactively develop the skills, competencies, knowledge of Customer Service team members
Develop an environment that supports continuous improvements & promotes growth mindset.
Provide first level escalation for any issues raised by the team.
Develop, achieve, monitor Key Performance Indicators aligned to the Service Level Agreements
Work closely with other team leaders within the business and GBS to ensure that overall operational objectives are met, ideas shared, lessons learnt.
Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing.
Develop, maintain a sound working relationships with key collaborators, customers, external providers.
Develop and control processes and procedures to the company standards.
Serve as a cross functional liaison to share procedures across the GBS and other areas of our business.
Deliver quality and cost-effective accounting and control to our customers by using technology, best practices, and identifying and implementing continuous improvement opportunities with data-driven measurement to strengthen trust and confidence in personal delivery and the overall delivery of the GBS agenda.
Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and directing work; appraising performance; rewarding and focusing employees; addressing complaints and resolving problems.
Provide support as necessary to ensure all team members are aligned with health & safety policies and procedures

Essential Education

Graduate degree or equivalent technical diploma

Essential Experience And Job Requirements

Overall, 13-15 years or more of experience in the Customer Service industry
Minimum of 8-10 years of work experience in people management in Customer Service
Experience in handling end-to-end customer operations is a must.
Shown experience in coaching and leading high performing teams.
Effective communicator verbally and in writing
Strategic orientation and global awareness
General leadership and decision-making skills
Demonstrated experience leading & managing change
Must demonstrate a strong understanding of customers needs / behaviors.
Ability to establish effective relationships.
Cross-functional mind-set
People management and development experience
Strong background and knowledge with identifying/completion on continuous improvement opportunities.

Desirable criteria

Constantly scans for improvement opportunities and implements transformative solutions that solve our most challenging and complex problems.
Moves at a high pace while collaborating, managing risks, communicating, thinking globally and while demonstrating BP's values, behaviors and mindsets.
Continuously promotes Agile methodology through both adopting agile principles and actively championing agile at every opportunity.
Thinks Digital Delivery first through apply deep digital expertise to problems, through understanding and promoting automation and through analyzing data to create breakthrough solutions.
Builds capability through inspiring teams to learn new skills, adopt new practices and seek growth opportunities.

Values to be displayed

Own your success

Demonstrates leadership and is accountable for driving team performance
Inspires teams to evaluate and enhance delivery of business outcomes
Models safe and ethical work practices and a culture of clarity

Think big

Actively seeks opportunities to transform and enhance processes and systems
Constantly seeks ways to transform, improve and innovate
Builds the skills and knowledge of the team and promotes a collaborative team environment

Be curious

Encourages a culture of curiosity across teams
Ensures the delivery and improvement of digital solutions to benefit customers
Supports the team to try new technologies, fail and learn fast and implement solutions at pace

Effortless Customer Experiences

Drives team to understand customer needs and deliver digital seamless self-service customer experiences

Digital first

Keeps up-to-date with digital innovation and seeks digital solutions for problems
Encourages the team to deliver creative digital solutions

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

Customer Experience Senior Team Leader