Grade HResponsible for coordinating activities of a team to support the delivery of a range of business activities, driving consistency in terms of commercial deliverables and requirements, ensuring full compliance with all relevant standards and agreements, and providing business oversight and operational assurance.Entity:
Finance

Job Family Group:
Business Support Group

Job Description:

Key Accountabilities

• Responsible for providing training and mentor to Customer Service teams to ensure they are equipped with the crucial product/process/skills development in a timely manner and meet operational metrics and targets. They need to improve the team's ability to overcome process roadblocks and help them provide First Contact Resolution faster.
• Responsible for conduct regular TNI session to use the data for developing and implementing various training plans, coordinating training activities, and evaluating the efficiency of training programs.
• Will need to collaborate and work with various teams and collaborators to clearly understand the business needs and be able to translate them into Training plans and solutions to ensure the staff are well equipped to handle the work.
• Take part in team meetings and performance review meetings and share insights and progress with the relevant leaders.
• Prepare and conduct routine mock tests/Process Knowledge tests to assess if the teams are updated and adhering to the training content/processes.
• Should have a strong demeanour to be perseverant, proactive, take initiatives and be innovative. Must have an Analytical mind with a problem-solving skill. Should demonstrate excellent management and interpersonal skills.
• Need to implement inventive techniques for effective and interactive training. Develop a customized 30/60/90 day plan for employees according to their proficiency levels, role, goals, and projects.
• Must be flexible to work specific shifts and have ability to work across various time zones and regions to support the global operations.

Crucial Education:

• Bachelor's degree in Finance, Accounting or related field.
• Minimum of 8-10 years of proven experience in the field of training/mentor/people development
• Must have 10-12 years of overall work experience.
• Exposure to service industry and understanding of the customer service domain.
• Should be proficient in various digital tools/MS Office/Learning/teamwork platforms.

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, Collaboration, Commercial acumen (Inactive), Communication, Creativity and Innovation, Data Analysis, Decision Making, Digital fluency, Integration, Managing strategic partnerships, Research and insights, Risk Management, Stakeholder Engagement, Stakeholder Management, Sustainability awareness and action

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable 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 accommodation related to the recruitment process, please contact us to request accommodations.

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.