Customer Experience Team Leader

Key Accountabilities-

• Lead the team to ensure safe and silent run for the teams 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 timelines 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 reportee to discuss performance and to develop and implement career path plans
• Conduct half yearly and annual appraisals with reportee
• Organise monthly team meetings with reportee
• Proactively develop the skills, competencies and knowledge of Customer Service team members
• Develop positive team that supports continuous improvements & promotes the growth mindset
• Provide first level customer concern for any issues raised by the team
• Develop, achieve 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, and lessons learnt
• Adhering with the tasks outlined in the EMS/QMS Systems
• 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 and maintain sound working relationships with key collaborators, customers and external service providers
• Develop and control processes and procedures to the company standards
• Serve as a cross functional liaison to share standard processes across the GBS and other areas of our business
• Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption
• Deliver quality and efficient accounting and control to our customers by using technology, standard methodologies, 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 organizations policies and applicable laws, including planning, assigning and advising work; appraising performance; rewarding and focusing employees; addressing complaints and resolving problems
• Provide support as vital to ensure all team members are aligned with HSSE policies and procedures

Accelerator Accountabilities:

• Constantly scans for improvement opportunities and implements ground-breaking solutions that solve our most complicated and sophisticated problems.
• Moves at a high pace while collaborating, handling risks, presenting, thinking globally and while demonstrating BP s values, behaviors and approaches.
• Continuously promotes Agile methodology through both embracing agile principles and actively nurturing 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, embrace new practices and seek growth opportunities.

Key competencies-

• Bachelor s degree or equivalent experience in an accredited institution. Overall, 10 years or more of experience in the Customer Service industry. Minimum of 6-8 years of work experience in people management in Customer Service
• Experience in managing omnichannel operations is a must. Proven expertise in coaching and leading high performing teams.
• General leadership and decision-making skills with effective communicator verbally and in writing. Must demonstrate a strong understanding of customers needs / behavior s
• Proficient in Microsoft Office. Experience in Genesys/Avaya/Nortel telephony & email workflows
• Experience in managing chatbot & social media operations
• Strong analytical skills to review and drive performance of team
• Strategic orientation and global awareness, Cross-functional mind-set. Strong background and knowledge with identifying/completion on continuous improvement opportunities