BP Americas, Inc. Customer Experience Manager (Western Hemisphere) in Houston, Texas

81396BR

Job title:

Customer Experience Manager (Western Hemisphere)

Segment:

Corporate & Functions

Role synopsis:

The HR Services strategy is to centralise, standardise and simplify HR Administration globally to support BP’s businesses. A simple, consistent and connected customer experience is a critical component of the strategy. Intelligent technology and robotics will be deployed wherever possible, with direct personal interaction for resolution of more complex issues.

Purpose of Post

To manage a team who are the initial point of interface with the customer for HR Services. To ensure that the customer experience of communication, content, applications and service is in line with agreed Experience principles. To own and continually update knowledge management.

Key Dimensions:

  • People responsibility: Customer Experience Team

  • Country/region and asset scope: Western Hemisphere

Req ID:

81396BR

Location:

United States - Texas - Houston

Is this a part time position?:

No

Relocation available:

No

Travel required:

Negligible travel

Key accountabilities:

  • Creating and leading the establishment of a new Customer Experience multi lingual team to deliver experience through modern technologies and achieve KPI and channel targets for Portal (Tier 0), The “ Virtual Agent” Tier (0.5) and Query Management (Tier1)

  • Partnering with the Experience Global Process Owner (GPO) to select and deploy the future Service Enabling Technologies

  • Analysing leading practice, market trends and benchmarking to bring innovative thinking to the HR Services customer experience

  • Demonstrating deep knowledge of Customer Experience processes and associated leading edge tools and systems. Embeds high skill and knowledge levels in to the team

  • Analysing relevant metrics to provide insight in to current and future customer experience; adapting and improving the service in an agile and responsive way, aligned to the global framework of the Experience GPO team

  • Providing input to the Experience GPO based on insights from the region

  • Proactively capturing and driving requirements for enhancements to the experience technologies and tools

Essential Education:

N/A

Desirable criteria and qualifications:

N/A

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.

To remain one of the world’s premier integrated oil companies, BP recognises that it needs a highly respected, high performing, world class HR function which combines the provision of strategic advice to business leaders with efficient and effective transactional support to managers and employees. The HR function does this through the development and delivery of well executed HR services and by defining standards, policies and processes to help ensure we have the right people in the right roles when we need them, motivated and able to deliver outstanding performance. This is achieved by delivering business partnering and support; operational excellence; people data and core HR processes; governance, policy and coherence and ensuring that we have an effective system of HR compliance and controls in line with regulatory requirements and company policies and standards and by creating coherence in core HR areas. We are looking for talented, committed HR professionals who can work with the business to deliver the right people solutions that create competitive advantage to the organisation.

Application close date:

01-Jun-2017

Sub-category:

Human Resources

Job category:

Human Resources

Countries (State/Region):

United States - Texas

Disclaimer:

If you are selected for a position in the United States, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and alcohol screening/medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process. The drug screen requires a hair test for which BP must be able to obtain a sufficient hair sample for analysis (4 cm/1 ½” scalp, or > 2 cm/¾” body – arms & armpits/legs/chest).

BP is an equal employment opportunity and affirmative action employer. View our

policy statement .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

If you are a US-based applicant or you are applying to a position in the US and you are an individual with disability or a disabled veteran, and would like any type of assistance to apply or to access or to attend any recruitment or selection event, system or process, we would like to help you to ensure that your application process goes as smoothly as possible. If you need assistance, information, or answers to your questions, and you are an individual with disability or a disabled veteran, feel free to contact us or have any of your representatives contact us at BP US Application Assistance

BPUSApplicationAssis@bp.com ,Telephone: 281.366.1999.

Read the Equal Employment Opportunity is the Law poster and the

poster supplement - for more information about Equal Employment Opportunities. ( Spanish version )

An equal opportunity employer/disability/vet.

Essential experience and job requirements:

  • Proven track record in delivering high quality customer experience

  • A passion and interest in emerging trends in customer experience and how this can enhance business performance

  • Experience of working in a multi-national and multi-lingual environment

Critical Requirements:

  • Prior domain experience in HR shared services/service centre in a multi- national organisation

  • Proven team leader with a track record of team development and driving strong performance within a diverse team

Behaviours:

  • Adaptability and flexibility

  • Focused on building understanding and knowledge

  • Building and maintaining effective long term relationships

  • Strong influencing skills

  • Strong problem analysis and problem solving skills

Other Requirements (eg Travel, Location):

There are no additional requirements. Please respond with N/A below.

Eligibility Requirements:

If you are applying for a position in the United States, you must be at least 18 years of age, legally authorized to work in the United States; and not require sponsorship for employment visa status (e.g., TN, H1B status), now or in the future.